Destination Experience Manager

Position Overview

Karibu World is seeking a Destination Experience Manager to lead our Tours & Ancillary team. This role focuses on managing day-to-day operations, developing the team, ensuring top-tier customer service, expanding vendor relations, and driving sales growth through innovative strategies.

Key Responsibilities

Team & Operations Management

• Lead the Tours & Ancillary team, overseeing recruitment, training, performance evaluations, and daily operations.
• Ensure the team understands and sells all Karibu World services, including car rentals, events, tours, and safaris.
• Optimize workflow between the travel and tours teams, ensuring efficient use of online booking platforms.
• Handle complex customer issues and ensure VIP clients receive personalized service.

Vendor & Partner Relations

• Maintain and expand relationships with hotels, airlines, car rental providers, transfer companies, and safari operators.
• Negotiate competitive contracts and discover new vendor opportunities.
• Identify and onboard new vendors in key travel destinations.

Sales & Revenue Growth

• Develop sales initiatives to meet revenue targets.
• Drive safari sales through marketing and international partnerships.
• Monitor financial performance, including budgets, supplier payments, and client invoices.

Marketing & Business Development

• Create and manage inbound/outbound travel packages and promotions.
• Work closely with marketing teams on email campaigns and sales strategies.
• Engage with clients and agents to promote services and new offerings.

Process Optimization & Compliance

• Implement process improvements for better efficiency and customer experience.
• Ensure compliance with company policies and industry regulations.

Qualifications & Skills

Education & Experience

• Bachelors degree in Tourism, Business Administration, or a related field.
• 10+ years proven experience managing a Tours services team or similar role.
• Experience of Tanzanian or East Africa Market is a an advantage

Competencies

• Strong leadership, negotiation, and vendor management skills.
• Proficiency in travel booking systems (GDS & non-GDS).
• Exceptional customer service, particularly with VIP clients.
• Fluency in English (Swahili is an advantage).

Preferred Skills

Knowledge of industry trends, emerging markets, and marketing strategies.

Willingness to travel for FAM trips and industry events.