UK Inbound Manager

Position Overview:

The UK Inbound Manager is a key and purpose-driven role in the organization, responsible

for growing the UK market and managing one of the largest teams. The UK Inbound Manager ensures quality, growth, and agent retention through high team performance and well-being, as well as effective collaboration with other leaders and departments.

Responsibilities:

UK Inbound Market

● Liaise with the Contracting team to secure competitive rates for key UK accounts and

meet agents’ brochure deadlines.

● Track market and agent trends to review quarterly markups, adjust strategies for

higher conversion rates, and train staff to adapt to industry changes.

● Track market and agent trends to review quarterly markups, adjust strategies for

higher conversion rates, and train staff to adapt to industry changes.

● Collaborate with the Product team and the Regional Key Account Manager to curate,

update, and promote cost-effective products and sustainable experiences specifically

tailored to the UK market.

● Select, update, and promote suitable products and suppliers for the UK market based

on market insight and personal expertise of the destination. Ensure they have the best

offers in the market.

● Work alongside OPS and CARE to ensure effective workflow and high operational

delivery standards while nurturing strong relationships with both suppliers and agents.

● Deliver comprehensive quarterly sales reports and updates to the Inbound Director.

● Ensure prompt and appropriate resolution of any issue and/or complaints based on

the company standards.

● Master tasks of Travel Consultant in creating inbound travel itineraries, and quotations,

providing suggestions tailored to clients requirements and based on deep destination

knowledge.

● Handle or oversee complex/VIP bookings and agents’ FAM trips, ensuring prompt

solutions and communication in case issues arise.

● Nurture our Key Accounts, meet their representatives when necessary in coordination

with our Regional Key Account Manager when concerned (FAM trips, sales calls, trade

shows, visits to office, etc.).

● Ensure prompt and appropriate resolution of any issue and/or complaints based on

the company standards.

● Manage client complaints, refunds, and discounts in accordance with company terms

and conditions.

● Ensure team members thoroughly understand and adhere to agent-specific

guidelines and operational standards based on the service level agreements.

● Be responsible for UK agents tenders in collaboration with the Inbound Director.

● Assign key/new accounts to optimal team members to build strong client trust and

satisfaction.

● Coordinate with the UK Sales Director & KAM to gather market insights, competitor

analysis, travel trends, and customer demographics to better cater to and anticipate

product and operational needs.

● Assist the Accounting department with payment matters and follow up with agents

regarding invoices, credit notes, refunds, payments, and receipts.

● Alert Inbound Director or Accounting department in case of non-payment.

● Ensure all invoices issued in time with correct booking status. Report any cases of

loss/ low margin.

Operational Management

● Ensure the whole department respects the required turnaround speed and workflow

SOPs.

● Develop internal tools and databases to streamline workflow and boost team

productivity.

● Make the most effective usage (personally and within the team) of EXO main tools

(15five, 360 learning, Google Workspace and Tourplan).

● Conduct training on products, sales skills, and systems (e.g., Tourplan/supplier

updates), delegating challenging tasks to mentor and develop key staff.

● Organize short fam trips and inspections to continually update the team’s product and

market knowledge.

● Provide the team with clear guidelines for handling UK bookings and specialized client

requirements to guarantee high service standards.

● Resolve complex issues and guide staff across all booking stages, from quotation and

itinerary preparation to invoicing and after-sales.

● Promptly handle disciplinary matters and customer complaints, notifying the Inbound

director and keeping the team informed of root causes and preventative solutions.

Team management and inter-departmental collaboration

● Run scheduled performance reviews and timely, appropriate setting of OKRs for the

team.

● Lead regular briefings to review performance targets, address operational difficulties,

and set clear expectations.

● Ensure the full team alignment with the HR and Sustainable company policies, vision

and core values (We seek excellence, we care deeply and we inspire joy).

● Ensure monthly catch-ups with the supervisors to review the workload, agents trends

and team status.

● Ensure consistent and clear communication and effective collaboration across

departments, with the company management and with other EXO Vietnam leaders.

Qualifications:

● Bachelor’s degree in Tourism, Hospitality, Business Administration, or a related field.

● 3-5+ years in a similar leadership or management role (managing teams of 5-10+),

backed by 5+ years as a Travel Consultant in Inbound/ DMC (company size: 50-80+

employees) and preferably Europe/ UK market. Operations experience is a plus.

● Extensive knowledge of destination management, travel products, pricing, tour

operations and customer service.

● Excellent command of written and spoken English.

● Interest and/or experience in the travel industry.

● Understanding of sustainability and responsible tourism is a plus.

Skills:

● Excellent sales and negotiation skills.

● Strong customer service orientation with an eye for detail and presentation.

● Strong organizational and problem-solving skills.

● Ability to build and foster effective communication with the team and suppliers.

● Strong leadership skills with the ability to motivate and train staff.

● Good computer literacy (MS Office: Word, Excel; Google Workspace). Tourplan is a

plus.

● Ability to suggest improved ways of working that positively impact people's lives and

the environment.