UK Inbound Manager

About this role

Position Overview:

The UK Inbound Manager is a key and purpose-driven role in the organization, responsible for growing the UK market and managing one of the largest teams. The UK Inbound Manager ensures quality, growth, and agent retention through high team performance and well-being, as well as effective collaboration with other leaders and departments.

Location: 16-18 Hai Ba Trung, Sai Gon Ward, HCMC

Your Day-to-Day:

UK Inbound Market

Liaise with the Contracting team to secure competitive rates for key UK accounts and meet agents’ brochure deadlines.

Track market and agent trends to review quarterly markups, adjust strategies for higher conversion rates, and train staff to adapt to industry changes.

Track market and agent trends to review quarterly markups, adjust strategies for higher conversion rates, and train staff to adapt to industry changes.

Collaborate with the Product team and the Regional Key Account Manager to curate, update, and promote cost-effective products and sustainable experiences specifically tailored to the UK market.

Select, update, and promote suitable products and suppliers for the UK market based on market insight and personal expertise of the destination. Ensure they have the best offers in the market.

Work alongside OPS and CARE to ensure effective workflow and high operational delivery standards while nurturing strong relationships with both suppliers and agents.

Deliver comprehensive quarterly sales reports and updates to the Inbound Director.

Ensure prompt and appropriate resolution of any issue and/or complaints based on the company standards.

Master tasks of Travel Consultant in creating inbound travel itineraries, and quotations, providing suggestions tailored to clients requirements and based on deep destination knowledge.

Handle or oversee complex/VIP bookings and agents’ FAM trips, ensuring prompt solutions and communication in case issues arise.

Nurture our Key Accounts, meet their representatives when necessary in coordination with our Regional Key Account Manager when concerned (FAM trips, sales calls, trade shows, visits to office, etc.).

Ensure prompt and appropriate resolution of any issue and/or complaints based on the company standards.

Manage client complaints, refunds, and discounts in accordance with company terms and conditions.

Ensure team members thoroughly understand and adhere to agent-specific guidelines and operational standards based on the service level agreements.

Be responsible for UK agents tenders in collaboration with the Inbound Director.

Assign key/new accounts to optimal team members to build strong client trust and satisfaction.

Coordinate with the UK Sales Director & KAM to gather market insights, competitor analysis, travel trends, and customer demographics to better cater to and anticipate product and operational needs.

Assist the Accounting department with payment matters and follow up with agents regarding invoices, credit notes, refunds, payments, and receipts.

Alert Inbound Director or Accounting department in case of non-payment.

Ensure all invoices issued in time with correct booking status. Report any cases of loss/ low margin.

Operational Management

Ensure the whole department respects the required turnaround speed and workflow SOPs.

Develop internal tools and databases to streamline workflow and boost team productivity.

Make the most effective usage (personally and within the team) of EXO main tools (15five, 360 learning, Google Workspace and Tourplan).

Conduct training on products, sales skills, and systems (e.g., Tourplan/supplier updates), delegating challenging tasks to mentor and develop key staff.

Organize short fam trips and inspections to continually update the team’s product and market knowledge.

Provide the team with clear guidelines for handling UK bookings and specialized client requirements to guarantee high service standards.

Resolve complex issues and guide staff across all booking stages, from quotation and itinerary preparation to invoicing and after-sales.

Promptly handle disciplinary matters and customer complaints, notifying the Inbound director and keeping the team informed of root causes and preventative solutions.

Team management and inter-departmental collaboration

Run scheduled performance reviews and timely, appropriate setting of OKRs for the team.

Lead regular briefings to review performance targets, address operational difficulties, and set clear expectations.

Ensure the full team alignment with the HR and Sustainable company policies, vision and core values (We seek excellence, we care deeply and we inspire joy).

Ensure monthly catch-ups with the supervisors to review the workload, agents trends and team status.

Ensure consistent and clear communication and effective collaboration across departments, with the company management and with other EXO Vietnam leaders.

What You’ll Bring

Qualifications:

• Bachelor’s degree in Tourism, Hospitality, Business Administration, or a related field.
• 3-5+ years in a similar leadership or management role (managing teams of 5-10+), backed by 5+ years as a Travel Consultant in Inbound/ DMC (company size: 50-80+ employees) and preferably Europe/ UK market. Operations experience is a plus.
• Extensive knowledge of destination management, travel products, pricing, tour operations and customer service.
• Excellent command of written and spoken English.
• Interest and/or experience in the travel industry.
• Understanding of sustainability and responsible tourism is a plus.

* Candidates must not own or operate any private/side businesses.

Skills:

• Excellent sales and negotiation skills.
• Strong customer service orientation with an eye for detail and presentation.
• Strong organizational and problem-solving skills.
• Ability to build and foster effective communication with the team and suppliers.
• Strong leadership skills with the ability to motivate and train staff.
• Good computer literacy (MS Office: Word, Excel; Google Workspace). Tourplan is a plus.
  
  

What You’ll enjoy with us

• 100% salary and full social insurance coverage during probation, in compliance with applicable law.
• Flexible work-from-home arrangement
  
  
• Work in a friendly working environment and good team building activities
  
  
• 18 days of annual leave and can be carried to the next year
  
  
• Participate in all online training programs of the whole EXO Group
  
  
• Laptop provided and parking fee allowance
  
  
• Priority pricing policies for family’s trips
  
  
• Personal health insurance and accident insurance
  
  
• 13th month salary up to the business performance of each year.
• Other benefits according to the festive seasons will be shared at the interview
  

Equal Opportunity & Non-Discrimination

EXO Travel is an equal opportunity employer. We do not discriminate against candidates or team members based on race, gender, disability, religion, nationality, age, sexual orientation or other personal characteristics.

EXO Travel strictly abides by local labor laws and does not employ underage workers where prohibited by law.

Ready to join us?
Send your CV and cover letter in English to our HR Department at [email protected] today!

EXO Travel is a premium Destination Management Company (DMC) providing bespoke travel solutions for tour operators and travel agencies across a growing portfolio of destinations. Since 1993, we have been crafting distinctive, authentic travel experiences that expand horizons and deliver lasting, positive impacts.

We are a purpose-driving company and, if you are successful in your application, you will find that working at EXO is more than just a job. As a member of the EXO family, you will play an important part in our mission to expand horizons and create meaningful positive impacts in the destinations we operate in. Furthermore, we offer in-house training courses, exciting growth opportunities, great benefits and a supportive team culture.