Head of Booking Success

**HOP ON YOUR NEXT ADVENTURE WITH US**:
Build the future of travel Tech with us at Tourlane, a Planet Positive company. We are scaling up and proactively investing further to bring our customer facing functions to the next level and beyond. Join the adventure and leave the mark on the future of travel experience

The Booking Success team is responsible for booking all the pieces of the trip, in direct contact with our suppliers, once the trip is designed and sold by our Sales team. Our trips are tailor-made so each booking is also special. As the Head of Booking Success you will manage a team of up to 60 people and play a key role in shaping the way we make bookings, by increasing speed, efficiency and scalability while maintaining the highest standards of quality.

**WHAT'S IN IT FOR YOU?**:

- The chance to join one of the hottest start-ups in Travel and shape the future of personalized, authentic and sustainable travel
- A very open, transparent and caring company culture with a fast and agile development cycle
- Nothing is set in stone yet - your input can make a strong impact
- A commitment to sustainability and building a planet positive company through our partnership with Planetly.org
- We value your participation in Tourlane's success and therefore we complement your cash compensation with a package of employee stock options (ESOP)
- Oh and have you heard of our legendary team events?

**WHAT IS THE ROLE ABOUT?**:

- Shape our overall approach to make the quickest booking for various items (accommodations, rentals, activities, flights, transfers) and define a scaling path for booking success.
- Drive customer satisfaction through process excellence in booking success, increase CSAT with various tactical and strategic measures
- Define efficient and effective standards to professionalize and harmonize booking processes
- Identify and design projects with a focus on processes simplification and optimization (e.g. further automation)
- Review current booking tools' landscape and make necessary changes if needed
- Develop your team members through regular quality control, KPIs monitoring and defining their training needs. Further develop performance management and KPIs.
- Team headcount planning and steering

**WHAT WILL YOU NEED TO BE SUCCESSFUL?**:
Qualifications:

- Bachelor's or Master's degree in Business Administration or a similar field
- 7+ years of professional experience overall
- Experience in similar functions, in B2C companies. Background in tourism or hospitality is nice to have, but not mandatory
- Experience with lean management or other process improvements methodologies
- Experience with Salesforce is a plus, or alternatively, other booking platforms (e.g., Amadeus)
- Ability and willingness to travel globally as necessary (when safe and permitted)

**Skills**:

- Natural team player thriving in collaboration
- Strategic thinker with an in-depth project and change management expertise
- Drive for results and proactive hands-on approach when needed
- Excellent analytical skills and problem solver mentality
- Fluency in English, a second language literacy is a plus

**ABOUT US**

Tourlane creates unique adventures and authentic travel experiences to the most breath-taking destinations in the world. We seamlessly connect people with our travel experts to create personalized trips and deliver meaningful memories in every step of the journey. We offer trips such as camping safaris in the Serengeti, diving in the Galapagos, or hiking trips through Patagonia.

Our vision is to become the leading tech company for multi day tours and to create the best experience in travel for our customers. We are backed by top tier investors, including Sequoia (US), Spark Capital (US), DN Capital (UK) and HV Capital (Germany) as well as the founders of AirBnb, Trivago and GetYourGuide.

Tourlane - #nextleveltravel
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