Head of Operations at Club Concierge Africa

Role Summary

• As Head of Operations, you will play a pivotal role in scaling and streamlining our business. 
• You’ll oversee day-to-day operations, manage cross-functional teams, optimize workflows, and ensure the seamless delivery of travel services from booking to return. 
• You will work closely with senior leadership to align operational goals with the company’s broader strategy and ensure exceptional customer satisfaction.

Key Responsibilities

• Oversee all operational aspects of the company, including trip planning, logistics, supplier management, and customer service.
• Design and implement scalable systems, SOPs, and processes to improve efficiency and profitability.
• Lead and mentor the operations team, including destination managers, support staff, and logistics coordinators.
• Manage supplier/vendor relationships, negotiating contracts and ensuring service-level agreements are met.
• Develop and track KPIs, reports, and performance metrics to measure operational effectiveness.
• Collaborate with Sales, Product, Marketing, and Finance teams to ensure a cohesive customer journey.
• Monitor market trends and customer feedback to continuously improve service delivery.
• Handle crisis management and problem-solving during operational disruptions (e.g., travel delays, cancellations, emergencies).
• Ensure compliance with all legal, safety, and industry regulations.