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General Manager

TraveslaGurugram, Haryana, India

15 days ago

Job description

General Manager – Sales & Operations, Gurugram

Company Overview :

Travesla is a forward-thinking airline representation and marketing firm that utilizes innovative Phygital solutions to enhance airlines' ROI, even within budget constraints.

Role Overview :

We are seeking a full-time remote General Manager – Sales & Operations. This role involves overseeing daily operations, streamlining processes, and ensuring organizational goals are met. The successful candidate will work collaboratively with cross-functional teams, spearhead strategic initiatives, and enhance operational efficiencies.

Reporting Structure :

This position reports directly to the Founder & CEO.

Ideal Candidate Profile :

Candidates should possess a background in sales or program management, with at least 10 years of relevant experience. A deep understanding of the travel and aviation sectors is essential. Experience in supplier management and airline partnerships is advantageous, as is familiarity with hospitality organizations.

Key Responsibilities :

Customer Success Management :

Lead, mentor, and develop the Customer Success team to drive client satisfaction, retention, and revenue growth.
Define and refine the customer journey to align with business objectives and product usage.
Cultivate and maintain executive-level client relationships, managing escalations and identifying growth opportunities.
Enhance customer lifetime value through increased product adoption and satisfaction.
Advocate for customer interests internally, promoting a customer-centric culture across the organization.
Formulate strategies to minimize churn, boost upselling opportunities, and cultivate customer advocates.

Leadership & Strategy :

Provide transformational leadership to foster a culture of excellence and continuous improvement within Customer Success and Delivery teams.

Design and scale Customer Success and Delivery functions to support the company’s growth trajectory.

Collaborate with the Sales team to identify upselling, cross-selling, and revenue expansion opportunities within existing accounts.

Program Management :

Oversee various client programs for sales / service operations from initiation to completion, ensuring alignment with business goals.

Manage the complete project lifecycle including planning, execution, monitoring, and evaluation.

Vendor and Contract Management :

Develop relationships with external vendors and service providers while negotiating contracts that meet quality standards and cost-efficiency. Regularly assess vendor performance.

Key Skills & Competencies :

Demonstrated success in leading Customer Success or Delivery functions in the travel or hospitality industry.

Strong strategic vision for enhancing customer experience and service excellence.

Exceptional communication skills with the ability to engage both technical and business stakeholders.

Analytical mindset capable of translating data into actionable insights for customer success.

Empathetic problem-solver with a strong customer-first approach.

Ability to thrive in a fast-paced environment while maintaining attention to detail.

Qualifications & Experience :

10+ years of leadership experience in Customer Success, Delivery, or related areas within the travel or hospitality sectors.

Proven track record of managing end-to-end client delivery while ensuring high levels of satisfaction.

Strong business acumen with the ability to align solutions with client needs.

Experience in building and scaling teams and processes to achieve business objectives.

What We Offer :

Competitive compensation package including performance-based incentives and ESOP options.

Opportunity to work with cutting-edge AI technology and innovative solutions.

A chance to influence Travesla's customer success strategies as part of a rapidly growing organization.

If you love providing great customer service and improving operations, we invite you to apply.