Senior Market Manager, Regional and Aquicition Team

2 weeks ago


London, United Kingdom in Newbury Full time
Senior Market Manager, Regional and Aquicition Team

Full Time

Trip.com

Posted 1 day ago

Full Job Description

Job Description

About Us

Trip.com Group Limited(Nasdaq: TCOM) is a leading one-stop travel service providerconsisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across itsplatforms, Trip.com Group enables local partners and travelers aroundthe world to make informed and cost-effective bookings for travelproducts and services, through aggregation of comprehensivetravel-related information and resources, and an advanced transactionplatform consisting of mobile apps, Internet websites, and 24/7customer service centers. Founded in 1999 and listed on Nasdaq in2003, Trip.com Group has become one of the largest travel companies inthe world in terms of gross merchandise value.

JobResponsibilities:

  • Work with management team to ensureprojects launch and accomplish successfully; ensure targetedoperations KPIs are achieved
  • Maintain high level ofcustomer satisfaction through consistent quality service delivery
  • Maintain high team morale by providing leadership,guidance, and coaching to the team members
  • Accountable forensuring that all operational performance measures are consistentlyachieved/exceeded
  • Maintain and improve customersatisfaction across all channels and products
  • Accountablefor managing absence, attrition and adherence within the team
  • Measure performance of the key team members against SMARTobjectives and behavioral competencies, identify areas for improvementand personal development through 1:1 coaching and devise appropriateaction plans; responsible for maximizing team productivity
  • Develop, identify, grow and maintain talent by embeddinghigh-performance culture, provide regular feedback and coaching andensure strong succession plans are in place
  • Analyze,interpret and report to the Service Manager on performance statisticsidentifying trends and presenting appropriate recommendations forimprovements
  • Develop excellent working relationships acrossall functions within the business and management of conflictsituations

Job Requirements:

  • Bachelor's degree inManagement, Comms, and/or any relevant field
  • Excellentverbal and written English communication skills;ability to speakMandarin is a plus
  • 5+ years experience in customer carecenter management with more than 50 FTEs; travel and/or internationalenvironment experience, preferred
  • Proven ability tounderstand different cultures, international background
  • COPC / Six Sigma / PMP experience, preferred
  • Data-drivenand results-oriented; ability to work under pressure
  • Strongdecision-makingskills; committed to excellence
  • Solidknowledge of call center management and MS office tools; monitoringand coaching skills
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