Travel Agency Manager

**About us** Founded in 1950, Club Med is the pioneer of premium, all-inclusive holidays. Over the past 75 years, we have consistently innovated and now operate nearly 80 ski and sun resorts across Europe, Asia, Africa, the Americas, and the Caribbean, as well as the 'Club Med 2' cruise ship. We provide a unique All Inclusive holiday experience, offering our guests an upscale, friendly, and multicultural environment in our resorts. Our success is driven by our commitment to exceeding customer expectations and creating unforgettable experiences. Our management structure separates Resorts from Markets. In this role, you will be part of the EAF Markets division, which oversees sales in Europe, Africa, and France across more than ten countries. **About the agency** At Club Med’s Antwerp agency, you’ll be part of a global brand while enjoying a local, close-knit team atmosphere. Expect a friendly, fast-paced environment where your work truly makes a difference in shaping unforgettable guest experiences worldwide. **The role** For our agency in _Antwerp_ we are looking for a Travel Agency Manager. As a brand ambassador, the Travel Agency Manager is the local representative of the company's strategy. They contribute to the Group's growth by developing team performance and skills while ensuring excellence in customer care. **Main Responsibilities** **1. Manage and Develop the Team’s Skills** - Embody and convey the Group and Business Unit strategy - Set quantitative and qualitative goals while uniting the team around them - Ensure team organization and compliance with processes to maintain smooth operations - Plan and lead regular managerial routines (performance and development reviews, team meetings, one-on-one coaching sessions...) - Coach team members in their professional development - Identify strengths, areas for improvement, and motivation levels, and provide constructive feedback to promote cohesion and cooperation **2. Drive Commercial Performance** - Grow the agency’s omnichannel sales by attracting and retaining clients through personalized travel experiences - Monitor commercial performance using key indicators and available tools - Support the team in reaching sales targets by promoting destinations, products, and the Club Med experience - Build and maintain a local network and increase brand awareness as a local ambassador by participating in the area's business life - Organize sales events to retain existing clients and attract new ones **3. Be a Key Player in Customer Care** - Establish a personalized and long-lasting relationship with each client, providing proactive support throughout the sales process - Ensure client follow-up and satisfaction - Guarantee compliance with operational standards - Monitor qualitative customer service indicators to achieve excellence and adjust action plans accordingly - Handle and resolve disputes by making appropriate decisions within the defined framework **4. Oversee Agency Operations** **Human Resources Management** - Manage the agency's schedules in accordance with working time regulations and national planning directives - Participate in recruiting team members - Ensure compliance with HR policies, procedures, and managerial practices - Respect budgetary constraints and operational spending rules - Oversee cash registers and bank deposits **Administrative and Financial Management** - Respect budgetary constraints and operational spending rules - Oversee cash registers and bank deposits **Facility Management** - Ensure proper maintenance of the boutique in collaboration with the relevant departments **Profile and Skills** - In-depth knowledge of the travel and tourism industry - Strong sales and negotiation skills, with analytical ability - Digital proficiency and command of quality & training business tools - Leadership qualities - Excellent organizational skills - Strong interpersonal skills and a team-oriented mindset - Assertiveness and excellent teaching ability - Good command of English **Why Join Us?** At Club Med, we are guided by five core values: kindness, multiculturalism, responsibility, freedom, and pioneering spirit. Our team members around the world share a unique mindset we call the "Club Med Spirit" - a combination of professionalism and celebration that makes life here so special.