Ground Experience Manager – Asia Pacific

🔥 2 hours ago

🌐 Australia, New Zealand – Remote

🇦🇺 Australia – Remote 🇳🇿 New Zealand – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Jacada Travel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

🏨 Hospitality

📣 Marketing

✈️ Travel

Hospitality • Marketing • Travel

Jacada Travel is a luxury travel company that designs and books completely personalised private trips worldwide. It curates one‑of‑a‑kind, experiential itineraries with a focus on human-led service, responsible/positive-impact travel, and deep local knowledge; the team is distributed across multiple continents and serves individual travellers seeking bespoke experiences.

📋 Description

• Provide real-time support to clients on active trips via WhatsApp, phone, and email during the shift, with a 15–30 minute response-time expectation • Proactively contact clients multiple times during their trips to ensure they feel supported • Liaise with DMCs and ground operators to resolve client issues quickly • Log client contacts and issues in the CRM, categorising and escalating as appropriate • Monitor active bookings for potential issues such as delayed flights, weather, and local disruptions • Act proactively to mitigate issues during active trips • Work with Travel Designers, Product, and management to collate and action during- and post-trip feedback • Report trends, recurring issues, and DMC performance to the wider team • Participate in handovers, training, and collaborative work during schedule overlap • Cover the colleague’s annual leave once per year, potentially working up to 11 consecutive working days during the quiet season

🎯 Requirements

• Minimum 5 years’ experience in client-facing complaints handling or high-stakes customer service • Experience ideally in luxury travel, hospitality, or a premium service environment • Flawless written and spoken English • Fluent Japanese is highly desirable • Ability to remain calm and reassuring under pressure • Confident and independent decision-making ability • Reliability and consistency • Strong organisation and ability to manage multiple live client situations simultaneously • Comfortable working remotely and independently without direct supervision • Good at systems • Ability to actively listen and communicate confidently with empathy and self-awareness • Curiosity and an open-minded attitude toward challenges • Ability to produce clear, actionable insight and implement quick, effective solutions • Openness to learning and adapting • Flexibility to take on varied tasks and support colleagues • Big-picture mindset • Ability to work collaboratively in a self-directed environment • Enthusiasm for travel and learning about local cultures • Passion for conservation and travel with a positive impact • Ability to work the fixed rotating schedule: UTC 8PM–4AM, corresponding to 8AM–4PM New Zealand time • Availability for a seven-days-a-week schedule shared with another person

🏖️ Benefits

• 25 days of paid annual leave in addition to bank holidays • Agile hours • Mental health first-aiders • Dedicated Employee Assistance Programs (EAPs) • Bupa Mental Health support for employees based in the UK • Monday meditation sessions • Comprehensive training program during the initial three weeks • Ongoing training and career development opportunities • Career progression opportunities • Optional quarterly team socials • Annual summer and winter soirées for in-office and remote team members • Casual dress code • Private medical care for employees living in the UK • Dog-friendly office • Cycle to Work Scheme (UK) • Season Ticket Policy (UK)