Ground Experience Manager, Asia Pacific

🔥 9 minutes ago

🌐 Malaysia, Thailand, +2 more countries – Remote

🇲🇾 Malaysia – Remote 🇹🇭 Thailand – Remote 🇮🇩 Indonesia – Remote 🇵🇭 Philippines – 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 shifts, with a 15–30 minute response-time expectation • Proactively contact clients multiple times during their trips to ensure ongoing support • 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 prevent or resolve problems • Work with Travel Designers, Product, and management on during- and post-trip feedback • Report trends, recurring issues, and DMC performance to the wider team • Provide round-the-clock regional coverage through a fixed rotating schedule shared with one other GEM • Cover the colleague’s annual leave once per year, for 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 • Exceptionally calm and reassuring under pressure • Confident and independent decision-maker • Flawless written and spoken English • Japanese language skills preferred • Strong understanding of Japanese culture preferred • Reliable and consistent • Highly organised and able to manage multiple live client situations simultaneously • Comfortable working remotely and independently without direct supervision • Good with systems • Ability to actively listen and communicate confidently with empathy and self-awareness • Curious and open-minded attitude toward challenges • Ability to develop clear, actionable insights and implement quick, effective solutions • Openness to learning and adapting • Flexibility to take on varied tasks and support colleagues • Big-picture mindset • Collaborative team-player able to work in a self-directed environment • Love of learning about local cultures and enthusiasm for travel • Passion for conservation and travel with a positive impact • Availability to work the fixed rotating schedule: GEM 1 Monday–Friday or GEM 2 Thursday–Monday

🏖️ Benefits

• 25 days of paid annual leave in addition to bank holidays • Bank holidays can be worked and taken whenever employees want throughout the year • Agile hours to support work-life balance • Mental health first-aiders • Dedicated Employee Assistance Programs (EAPs) • Bupa Mental Health support for employees based in the UK • Monday meditation sessions • Comprehensive initial three-week training program • 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