Director, Customer Care Team Support & Servic

ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 95 years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

THE DEPARTMENT

Customer Care is tasked with growing the Trade side of the business through multiple sales channels; retail travel sellers (primary channel), 3rd party re-sellers and group sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The three key units within Customer Care are: Reservation Sales & Service, Team Support and Service (this leadership role), and Air Services.

THE ROLE OF A DIRECTOR

Expectations for the role of a Director at GVI are:

• Contributing to setting and executing strategic direction and plans, and ensuring the organization stays the course
• Clarifying direction and priorities for managers and others
• Leading process thinking and the implementation of critical business processes across the organization
• Focusing on people, especially attracting, selecting, deploying, and developing the right talent
• Ensuring the achievement of results
• Identifying and driving the elements for required change
• Bridging the strategic and tactical worlds
• Modeling a culture of involvement that includes:

1. Encouraging, mentoring, supporting, and rewarding others
2. Pursuing a standard of performance and quality excellence
3. Valuing creative and independent thinking, growth and accomplishment, and quality over quantity
4. Placing a high priority on developing and maintaining effective interpersonal relationships

THE POSITION

The Director, Customer Care Team Support & Service is responsible for the following results:

• One of a leadership team within Customer Care including the Director, Sales & Service and Director, Air Services
• Leading and unifying a unit of support for the trade reservations and service team, helping that process and those individuals provide efficient and friendly reservations. This team consists of:

• Support, Reservations and Digital
• Learning & Development
• Guest Resolution
• Project Management & Data
• Developing a customer relationship and contact management strategy that spans customer touch points across the organization

• Working backwards from the reservation and support point-of-contact to identify process, technology and training support that improves the delivery of our services to our travel advisor partners, supporting the associates within Customer Care to reduce friction in their day-to-day work. In other words, help create happy associates.
• Creating an operationally focused implementation plan that encompasses technology, people, and process improvement, partnering with those other areas of the company to enhance our team’s performance and day-to-day life.
• Providing the leadership to implement the overall Customer Care vision, strategies, short and long-term goals to ultimately achieve maximum sales and ensure a professional enjoyable customer contact experience, including finding the most efficient ways to manage the trade volume and helping improve our overall company profitability.
• Contributing to a team effort by accomplishing related results or projects as needed

The preferred candidate will hold a Bachelor’s degree in a related field; or three+ years related experience and/or training; or equivalent combination of education and experience.

The preferred candidate has noteworthy experience in the following areas:

• Working in a senior level position within the Customer Care field
• Providing technical and functional expertise in customer relations and call center operations, systems, processes and procedures
• Leveraging technology to enhance productivity and efficiency
• Reaching and exceeding performance and financial targets
• Setting goals and accomplishing results
• Business acumen (decisions based on organizational goals and strategies)
• Experience in the leisure travel industry helpful

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.