We’re looking for an exceptional E-commerce Operations Manager to help deliver operational excellence and operationally develop Bookmundi.com, one of the world’s largest tour booking platforms. As E-commerce Operations Manager you will be part of the executive team and oversee your own teams/departments as well.  

Responsibilities:

Overall operationally responsible

Tasks/responsibilities will inter alia revolve around:

• Manage the operational team consisting of the Customer Service Manager, API Manager and Customized Tour Manager
• Hire and recruit people for the operational team via help from our HR recruitment manager
• Deliver operational excellence; continuously improve operations and bridge operational issues with effective, customer-friendly solutions.
• Trello responsible for operational issues and solutions, together with the various teams, depending on where the operational issue lies.

Oversee the Customer Service department

Tasks/responsibilities will inter alia revolve around:

• Help manage the Customer Service (CS) Team via the CS Manager
• Establish Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
• Help establish a process driven CS organisation, where back-ups, procedures etc. is always available.
• Continuously improve our customer service deliveries and establish Bookmundi as a customer centric organization. The customer needs to be at the heart of everything we do.

Oversee the Customized Trips segment

Tasks/responsibilities will inter alia revolve around:

• P&L responsible together with the Customized Trip Manager
• Establish KPIs, baseline and CSF metrics.
• Continuously improve and refine our customized trip segment, globally.

Oversee our Tour Intake via management of our API Manager

Tasks/responsibilities will inter alia revolve around:

• Establish Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
• Manage/drive the performance of the API manager who among others is responsible for:
  • Continous intake of new, qualified API tours.
  • Overall responsible for making sure that new and existing API tours’ tour information are fully up to date at all times, and that their products are optimized for sales, at all times.
  • Ensure that our API tours launch flow is perfect.
  • Help build campaigns around key API companies, including win a tour campaign, to boost their sales. Optimize API processes where possible.
• Help the API manager come up with solid API system solutions.

Lead operational projects

Tasks/responsibilities could relate to:

1. Open a new office abroad
2. Implement new operational projects
3. Operational business development

Requirements:

• Minimum 6 years of experience working with e-commerce
• Excellent written and verbal English
• Knowledge of online marketing, Google and SEO would be a plus.
• Effective communicator
• A good people manager, including manager of managers.
• Needs to be a motivator, and have a high daily drive.
• You are a role model - punctual and consistently high performing, always seeking to improve and deliver better results.
• You are a problem solver. You got to love diving into issues, root causes and solutions.
• You are structured and process driven.
• You are a perfectionist who is able to retain sight of the big picture while also being thorough and detail-oriented.

We are always keen to meet energetic and talented professionals who would like to join our team. To apply, please send your CV at [email protected]