The Role

You’ll be the backbone of our operations, designing systems that turn chaos into seamless, world-class customer journeys. From lead to post-trip memories, you’ll ensure every detail aligns with our promise of personalized excellence.

Key Responsibilities:

• Design & Implement SOPs: Streamline processes for lead allocation, itinerary creation, supplier coordination, and customer follow-ups.
• Supplier Mastery: Negotiate with lodges, airlines, and event partners to ensure flawless execution of luxury packages.
• Customer Obsession: Build systems for proactive check-ins (pre-trip, during, post-trip) to elevate satisfaction and repeat bookings.
• Team Leadership: Mentor our reservations team to balance empathy with efficiency.
• Boots on the Ground: Travel quarterly to destinations like Maasai Mara, Diani Beach, and Amboseli to deeply understand our products.

Who You Are

• 5+ years experience in travel, hospitality, retail, e-commerce or consumer services.
• Tech-Savvy Problem-Solver: Comfortable with CRM tools and process automation.
• Systems Builder: You understand how creating workflows that scale.
• Leader with Grit: Thrive in a fast-paced startup environment.
• Passion for Travel: You’ve explored Kenya’s gems and get what luxury clients want.