Deputy Manager/Manager

4 weeks ago

Gurugram Gurugram India MakeMyTrip Full time

Job Description

Role: Deputy Manager/Manager - Holiday Expert (Inside Sales Team Lead)

Level: Deputy Manager/Manager

Reporting To: Associate Director - Holiday Sales

Location: Gurgaon

About the Function

With a deep understanding of Indian consumers travel preferences, the MMT Holidays team curates a wide array of holiday packages for destinations across the globe.

As a leading name in the leisure travel space, MMT Holidays serves over 3 lakh travelers annually. Our offerings span both domestic and international markets, covering more than 50 destinations worldwide. With a strong focus on delivering seamless and memorable travel experiences, we have become a trusted choice for holiday packages among Indian travelers.

Complementing this is our Holiday Experts (HE) business, a pan-India network of 2000+ trained experts who work closely with customers to craft personalized itineraries and ensure end-to-end support. This unique blend of digital convenience and human expertise allows us to deliver holidays that are not only well-planned but also deeply personal and memorable.

Together, the Holidays team and Holiday Experts ecosystem form the backbone of MakeMyTrips leisure travel business, committed to redefining the way Indians explore the world.

About the Role

The incumbent will be responsible for driving Short haul and domestic travel sales and ensuring seamless end-to-end service delivery for customers. This role entails leading a team of Holiday Experts, coordinating with suppliers, and upholding high service standards across international destinations.

By combining strategic oversight with operational excellence, the incumbent will play a pivotal role in enhancing customer delight, strengthening supplier relationships, and reinforcing MakeMyTrips leadership in the long-haul holidays segment.

What will you be doing

- Supervising day-to-day operations for short-haul and Domestic travel across destinations
- Ensuring timely query handling, quotations, bookings, and customer support throughout the customer journey.
- Monitoring service quality and resolving escalations related to flights, hotels, visas, and ground services.
- Collaborating with suppliers, airlines, and internal stakeholders to ensure smooth execution of holiday packages.
- Tracking team performance against defined KPIs such as turnaround time (TAT), conversion, and customer satisfaction.
- Identifying process gaps and recommending improvements to enhance efficiency and customer experience.
- Providing training, coaching, and support to the team to strengthen product knowledge and service delivery.
- Ensuring compliance with company policies, travel regulations, and financial guidelines.
- Driving sales team performance to achieve defined revenue targets and business growth.

Qualification & Experience

Postgraduate degree from a reputed institute with 6 - 10 years of experience in travel or similar industry along with team management exposure.

Key Success Factors for the role

- Proven experience in team management with strong analytical capabilities.
- Exceptional communication, leadership, and customer relationship skills.
- Ability to perform under pressure, manage escalations, and drive outcomes.
- Sharp problem-solving mindset with keen attention to detail.

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