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General manager

1 month ago

Gurgaon, 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.