Product Executive - Luxury Tours

Job Title - Product Executive

Job Location - Hybrid 50% office and 50% home working

Salary - £28k - £30k plus 10% bonus

Our client offers luxury tours to Japan, China, India, Sri Lanka, The Middle East, South America, and Europe.

You will assist PMs in delivering accurate, inspiring and informative itineraries for brochures and webpages, also for the more detailed Tour Dossiers, with specific and correct information to help customers know what to expect when they book.

In the role you will help to drive the commercial effectiveness of the luxury travel product range, including the delivery of the highest possible service levels to customers, business partners and internal stakeholders.

Responsibilities:

• Tour optimisation: support PMs in making major or minor changes to itineraries, whether to improve quality or optimise margins, liaising closely with the relevant Destination Management Company (DMC) and communicating clearly with all internal stakeholders.
• Product information: ensure accuracy and consistency between tour planning sheets, brochure and web copy, tour maps, tour dossiers and customer documentation. Ensure these fully align with the DMC's quote document.
• Rate negotiation and contracting: support PMs with rate negotiations, service inclusions / exclusions, payment and cancellation terms, supplier Contracts and Service Level Agreements.
• Competitor analysis: help PMs to carry out regular competitor analysis and benchmarking quality and service levels against competitors; also monitoring competitors' promotional activity.
• Quality management: working closely with the Operations Team and PMs to address quality issues and if necessary working with DMCs to address complaint issues.
• Health and safety: working with PMs and the Operations Team to ensure all DMCs submit H&S audits and other checks as necessary.
• Capacity management: implementing PM decisions on capacity management, whether cancelling tours or contracting additional tour dates. Clearly communicating changes with DMCs and global businesses.
• Itinerary changes: working with PMs to organise itinerary changes as required (due to force majeure or any other reason) and communicate agreed changes with DMCs and the global WWT businesses.
• Product development: assist PMs in identifying product gaps and generating new ideas (in existing and new destinations) that grow market share, improve customer experience and drive growth.
• Customer documentation: checking and amending the customers' documentation, in particular the tour itinerary and ancillary information, as well as extensions and / or stopovers. Ensure accuracy and specific warnings in place as required, to manage customer expectations.
• Brochure / web copy and images: assist PMs with the proofing processes, to ensure all customer-facing content and imagery is fully accurate and correct.
• Product loading: accurate and on time loading of product buy costs, sell prices and itinerary content into Qin (the inhouse reservations system). This includes ancillary product such as pre/post tour hotel nights, extensions, stopovers, private tours, etc. as well as the group tours.
• Sales support: offer fast and willing support to the Reservations and Sales teams to address customer queries and address any barrier-to-sale issues.
• Product training: assist PMs with creating PowerPoint presentations for internal product training.
• Inventory control: maintain group tour allocations and availability, adjusting passenger numbers and closing tours as directed by PMs.

Required Skills:

• Strong organisational skills, methodical, able to prioritise.
• Excellent attention to detail, accuracy and systems oriented.
• Good writing skills, including ability to proof accurately and write customer-facing literature.
• Lateral thinking and problem-solving ability.
• High energy, positive "can do" spirit and strong team ethic.
• Aptitude to learn various new systems.
• Strong competency using Excel and other Microsoft Office Applications.
• Clear and effective communicator both written and verbal.

Benefits:

• Hybrid working options available (50% from office/50% working from home).
• Opportunities for FAM trips and staff travel trips.
• Annual company bonus scheme.
• Company pension scheme, paying in 5% each month.
• 20 days holiday (increasing by one day per year to 25 days) plus bank holidays.
• Plus: your birthday off.
• Half price gym membership.
• Private healthcare plan (after 12 months in your role).
• Long-term retention bonuses.