Destination Experience Manager – East & Southern Africa

Overview & Preferred Candidate Profile

An extremely varied role that would appeal to a candidate who thrives handling many facets in the spectrum of luxury travel. The role will range from building supplier relations and program content through to developing travel agent relationships. This role would be attractive for a self-starter who can play a role within a small team where initiative and achieving a wide variety of key goals are valued attributes. Significant experience in selling and developing East and Southern Africa supply to an international market is required.

Responsibilities

• Own pre-travel closure for assigned leads by ensuring all itineraries are fully confirmed with customers, scopes are clear, supplier ownership is locked, documentation is complete, and bookings are ready for handover into fulfillment.
• Build strong relationships by demonstrating exemplary communication and service with Travel Agents to secure a pipeline of repeat business.
• Act as the primary monitoring and escalation owner during travel, intervening decisively when DMCs or suppliers fail to meet agreed SLAs or when service recovery is required.
• Coordinate with destination teams, DMCs, and internal stakeholders to resolve incidents quickly while protecting customer experience and advisor confidence.
• Conduct structured post-trip reviews to assess delivery quality, supplier performance, and process gaps.
• Translate post-trip insights into actionable improvements across workflows, checklists, and escalation protocols.
• Partner closely with Market Leaders, supply teams, and source-market teams to support lead conversion by reducing operational friction and uncertainty.
• During periods of lower enquiry demand, support in onboarding new supply and delivering new program content to Travel Agents. This could be for any global destination or source market, not only Africa.
• Maintain clear records of incidents, resolutions, and learnings to improve future fulfillment outcomes.