General Manager

6 days ago

Gurugram, India Travesla Full time

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.

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