Experience Associate Manager

Experience Associate Manager

Location: Floor 22nd, Tower C, Epitome Building No. 5, DLF Cyber city, DLF Phase 2, Gurgaon - , Haryana, India

Role Overview

The Experience Associate Manager is accountable for end-to-end travel fulfilment quality for assigned leads and destinations. This role ensures flawless pre-travel readiness, decisive in-trip issue management, and structured post-trip learning—while protecting customer experience, advisor confidence, and operational standards. this is opportunity is for France Market.

Key Responsibilities

Pre-Travel Ownership

• Own end-to-end pre-travel closure for assigned leads, ensuring:
• All itineraries are fully confirmed with customers
• Scope of services is clearly defined
• Supplier and DMC ownership is locked
• Documentation and booking details are complete
• Ensure seamless handover of confirmed bookings into fulfilment with zero ambiguity.

In-Trip Monitoring & Escalation

• Act as the primary monitoring and escalation owner during live travel.
• Intervene decisively when DMCs or suppliers fail to meet agreed SLAs.
• Lead service recovery efforts during incidents to protect traveler experience.

Stakeholder Coordination

• Coordinate closely with destination teams, DMCs, and internal stakeholders to resolve issues quickly and effectively.
• Balance customer expectations, supplier accountability, and internal alignment during escalations.

Post-Trip Review & Continuous Improvement

• Conduct structured post-trip reviews to evaluate:
• Delivery quality
• Supplier performance
• Process or execution gaps
• Translate insights into actionable improvements across workflows, checklists, and escalation protocols.

Process & Quality Governance

• Ensure consistent adherence to defined fulfilment processes and quality standards across all trips within the assigned market or destination.
• Maintain detailed records of incidents, resolutions, and learnings to strengthen future fulfilment outcomes.

Commercial Enablement

• Partner with Market Leaders, supply teams, and source-market teams to:
• Reduce operational friction
• Increase advisor confidence
• Support higher lead conversion through execution certainty

Candidate Profile – Must Have

6–10 years of experience in:

• France market
• Luxury travel operations
• DMC operations
• High-touch customer experience roles

Proven hands-on experience managing:

• Complex itineraries
• Multi-supplier coordination
• Live travel issue resolution
• Strong problem-solving mindset with the ability to stay calm and decisive during escalations.
• Highly detail-oriented and process-driven, with the confidence to enforce standards without micro-managing suppliers.

Key Performance Indicators (Monthly Reporting)

Primary KPIs

• Lead conversion rate (Inquiry to Booking)
• Destination-level Gross Transaction Value (GTV)

Secondary Metrics

• Traveler and Advisor Net Promoter Score (NPS)
• Incident rate per booking
• Percentage of trips delivered without escalation