Head of Concierge

vor 3 Wochen

Berlin, Deutschland Tourlane GmbH Vollzeit

**EMBRACE THE WORLD: HOP ON YOUR NEXT ADVENTURE WITH US**

We are a lively and diverse team, founded by our CEO Julian Weselek in 2016, currently active in the DACH region and France. Our ambition is to become the leading travel company for authentic, customized, multi-day trips while being mindful of our planet: we are the first travel company in the EU to set near-term carbon reduction targets approved by the Science Based Targets initiative (SBTi): this is an imperative step toward decarbonization. We are and always will be driving the change in the travel industry for a better tomorrow.

**DESTINATION? THE WORLD**

We are discoverers. We are believers in the life-changing power of travel. On our journey we've built the amazing team that we have today - a team that sets the ambition to be remembered for building the future of travel, for consistently changing the norms of the industry and, simply, for staying true to our passion for bringing together the cultures of the world.

We are looking for a Head of Concierge (f/m/x) to develop and lead our global team of concierges to deliver the best experience for our customers within their travel destination.

**What is the role about? **max 5 points
- The key responsibility of this role is to deliver the best trip experience to our customers, with the goal to continuously improving NPS scores of each destination
- Hire, onboard and manage all Tourlane concierges located in 10+ destinations around the world
- Design and execute the concierge program in all selected destinations/countries
- Set SOPs with all internal and external stakeholders e.g. customer service, sales, supply, operations, travel product and DMC partners
- Own all OKRs and KPI targets of the concierge program in line with Tourlane's strategic goals
- Manage all day-to-day concierge operations and use learnings to further optimise, digitalise and scale all processes

**What will you need to be successful?**
- You bring along 5+ years of professional experience in a fast paced, growth
- and data-driven environment
- You have a background in corporate strategy, business consultancy and/or data analytics
- You have experience working with senior management (C-suite) and cross-departmental stakeholders
- You are performance-, result-, and data-driven
- You are willing to live in Berlin for a hybrid working model
- You possess a structured working method, strong sense of ownership and affinity for numbers
- You have a passion for travel and are excited about working in an international environment

**YOU ARE THE WORLD**
- We value your participation in Tourlane's success and complement your cash compensation with a package of employee stock options (ESOP)
- Flexible working setup to get the most of your working hours: we offer full flexibility in our Hybrid/Remote model, however we do expect that you take advantage of our lively Berlin office 2-3 days per week
- We share your passion for traveling: enjoy working abroad through our new program
- Your wellbeing matters to us: we offer mindfulness classes to take care of your mental health, sessions with Nilo.health
- We support all the diverse communities that make us Tourlane: join or create your own Employee Resource Group (ERG) and connect with Tourlaneans
- Dog-friendly office: we can't wait to meet your furry friend

**_Sounds interesting? _**_We are excited to get to know you_
- Data privacy policy_._

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