Job Title: Global Customer Service and Contract Management Manager
Location: Remote / International Travel Required
Industry: Global Tourism and Private International School Camp Industry
About Us:
We are a leading provider of exceptional tourism experiences and educational camps worldwide, dedicated to enriching the lives of our clients through unforgettable travel and educational opportunities. Our commitment to quality and excellence has established us as a trusted name in the global market. We are now seeking an experienced and dynamic individual to lead our global customer service and contract management team.
Job Summary:
The Global Customer Service and Contract Management Manager will be responsible for overseeing and enhancing the customer service experience across all touchpoints, managing contract negotiations and agreements, and ensuring seamless operations in line with our organizational standards. This role requires a strategic leader with extensive experience in customer service, contract management, and fluency in English, German, Dutch, and French. The ideal candidate will have a minimum of 15 years of relevant experience and a proven track record in the global tourism and private international school camp industry.
Key Responsibilities:
- Customer Service Leadership:
- Develop and implement global customer service strategies to ensure exceptional client experiences.
- Lead and mentor a multicultural team of customer service representatives, ensuring high performance and professional growth.
- Analyze customer feedback and data to identify trends and areas for improvement, implementing corrective actions where necessary.
- Coordinate with marketing, sales, and operational teams to maintain a unified approach to customer service.
- Contract Management:
- Oversee the creation, negotiation, and management of all contracts with clients, suppliers, and partners.
- Ensure compliance with legal standards and company policies, minimizing risk and protecting company interests.
- Maintain and update contract templates and management systems, ensuring accuracy and efficiency.
- Resolve any contract-related disputes or issues in a timely and effective manner.
- Operational Excellence:
- Streamline and optimize customer service processes to enhance efficiency and effectiveness.
- Implement technology solutions to improve service delivery and contract management.
- Monitor key performance indicators (KPIs) and prepare regular reports for senior management.
- Ensure adherence to industry regulations and standards across all customer service and contract management activities.
- Cross-Functional Collaboration:
- Work closely with the sales team to support business development initiatives and customer retention strategies.
- Collaborate with the operations team to ensure smooth execution of educational camps and tourism services.
- Partner with the finance department to manage budgeting, forecasting, and financial reporting related to customer service and contracts.
Qualifications:
- Experience:
- Minimum of 15 years of relevant experience in global customer service and contract management.
- Proven experience in the global tourism and private international school camp industry is highly desirable.
- Demonstrated success in leading and developing high-performing teams.
- Skills:
- Fluent in English, German, Dutch, and French (both written and spoken).
- Strong negotiation, communication, and interpersonal skills.
- Excellent organizational and project management abilities.
- Proficient in using customer service and contract management software.
- Education:
- Bachelor’s degree in Tourism and Hospitality Management, International Relations, or a related field. A Master’s degree in Political Sciences and Art is a must with distinctions in law and economics.
Personal Attributes:
- Strategic thinker with a global mindset.
- Highly adaptable and able to thrive in a fast-paced, multicultural environment.
- Customer-focused with a passion for delivering exceptional service.
- Strong ethical standards and integrity.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive benefits package including health insurance, and paid time off.
- Opportunities for professional development and career advancement.
- Travel opportunities to our global camp locations and tourism destinations.
How to Apply:
We are an equal opportunity employer and welcome applications from all qualified candidates. Join us in creating extraordinary experiences and shaping the future of global tourism and education!
