Destination Experience Manager for African Market (Remote , Based in Africa)
Responsibilities Own pre-travel closure for assigned leads by ensuring all itineraries are fully confirmed with customers, scopes are clear, supplier ownership is locked, documentation is complete, and bookings are ready for handover into fulfilment. Act as the primary monitoring and escalation owner during travel, intervening decisively when DMCs or suppliers fail to meet agreed SLAs or when service recovery is required. Coordinate with destination teams, DMCs, and internal stakeholders to resolve incidents quickly while protecting customer experience and advisor confidence. Conduct structured post-trip reviews to assess delivery quality, supplier performance, and process gaps. Translate post-trip insights into actionable improvements across workflows, checklists, and escalation protocols. Ensure consistent adherence to defined fulfilment processes and standards across all trips in the assigned market or destination. Partner closely with Market Leaders, supply teams, and source-market teams to support lead conversion by reducing operational friction and uncertainty. Maintain clear records of incidents, resolutions, and learnings to improve future fulfilment outcomes.
What This Role Is Not A pure customer support or call-centre role. A supply contracting or pricing role. A sales or relationship management role. A passive operations coordination role.
Candidate profile
Must-have10–12 years of experience in luxury travel operations, DMC operations, or high-touch customer experience roles preferably from A&K, Luxury Escapes, Virtuoso-aligned operator, black tomato, Original Travel, Audley Travel or equivalent Hands-on exposure to complex itineraries, multi-supplier coordination, and live travel issue resolution. Strong problem-solving mindset with the ability to remain calm and decisive during escalations. Detail-oriented, process-driven, and comfortable enforcing standards without over-managing suppliers.
KPIs (reported monthly) Lead conversion rate from 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.
Location & travel Base: In Destination or in Source market basis requirement
Why this role You’ll turn fragmented luxury inventory into dependable product that advisors can sell in minutes—not days—and you’ll be the reason our HNW trips are both extraordinary and reliable.