Job Description

Main Areas of Responsibility

• Responsible for implementation of flynas Holidays roadmap, service and product policies and process
• Develop, deploy and manage to achieve successful flynas Holidays operations
• Deliver customer service, along with internal and external service level agreements (SLA’s)
• Deliver the financial performance and Key performance indexes (KPI’s)
• Responsible for delivering flynas Holidays marketing and communication brand and sales strategies, marketing and communication plan, tactical go to market plan
• Lead the development of flynas Holidays system, and administer system business tasks
• Develop annual plan for development and marketing of holiday product, including budget, in line with the company’s marketing plan and targets.
• Responsible for planning and delivering commercial and customer focused holiday products.
• Negotiate with ground suppliers of hotel and ground product for new tours or for the continuation of existing tours.
• Create a finished holiday product for each flynas destination and coordinate the development of promotional material (including brochures, website display and POS material).
• Improve and develop strict booking and servicing processes, procedures and manage the holiday booking centre on an ongoing basis.

Primary Objectives

• Implement, and contribute to the development of flynas Holidays roadmap, strategies, and short-long term plans in compliance with Revenue objectives
• Develop procedures for customers to use, customer service procedures, customer communications and handling policies and standards that deliver excellent. 
• Customer management, handling any major incidents such as a customer being ill at holiday destination, handling customer by telephone, email, letter, handling customer feedback, complaints, Holiday service/product enquiries and producing written information for B2C, B2B and internal flynas customers
• Responsible for delivering flynas Holidays expansion policies
• Develop, deploy and manage to achieve successful flynas Holidays operations
• Responsible for all operational aspects for flynas Holidays, hotels, tours and activites along with support divisions
• Deliver flynas Holidays daily operational management and performance levels, to ensure the smooth running by following up on all service failures, problem solving and liaising with relevant departments within flynas, and with external organisations to swiftly resolve all operational and customer service issues which are relate to flynas Holidays
• Create, manage, coordinate and develop flynas Holidays service and product for individuals and groups
• Responsible for development and implementation of flynas Holidays packages, dynamic packaging and market specific domestic/ regional packages on flynas destinations that will enable accelerate sales and growth along with achieving annual sales targets and profitability
• Design and deliver flexible packages to meet the needs of different B2C and potentially B2B clients
• Lead and manage service/product bundling, itinerary planning, and liaisons with top markets
• Responsible for the negotiations and implementation of service/product agreements as appropriate
• Monitor, and evaluate the operation's performance

Reporting and document Control
 

• Compile monthly reports specific to digital and social media activities.
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)

Budgeting and cost control
·         Responsibility for planning and budgetary control

Job Requirements

Knowledge and Experience

• 4+ years of extensive experience in a managerial role in a major international airline/Online Travel Agency/ Travel Company managing online holidays products; experience with low cost airline is a plus.
• Experience in conceptualizing and launching holidays, holiday packages, etc.
• Bachelor degree in Commerce/Marketing/Hospitality/Management or equivalent.
• Capable of using technology systems and tools; proficient in Microsoft Office.
• Fluent in English Language.

Education
and Certifications

• 
  Bachelor / Master Degree in related field.

Skills Required

• Microsoft Office
• Travel
• KPI