Tour Optimization Specialist
Location: Shibuya-Ku, Tokyo, Japan · Reference: 3168
TOUR OPTIMIZATION SPECIALIST
With one shared mission of opening the world through education, EF is a
multicultural and multilingual community of team members working across 55
countries all around the world. Bring your talents, your perspective, and your
ambition. In return, we offer a vibrant, dynamic working environment, and a
fulfilling international career.
EF Educational Tours makes it possible for thousands of North American
students every year to see the world and discover new cultures through our
professionally guided tours.
We are now looking for an excellent communicator with attention to detail
to join our Tour Optimization team in our Procurement Team in Tokyo.
With the customer experience always at the forefront, you will be responsible
for the planning and allocation of components such as meals, accommodation,
transport, and activities to tours.
WHAT YOU WILL DO:
In your role as Tour Optimization Specialist, you will play a vital role in
ensuring a memorable experience for our customers. You will contribute
through:
Allocations – own the allocation process of all tour components
process both pre-tour but also during tours in case of disruptions
Cost and Quality Management - Manage cost & quality by balancing
prod/tour code requirements with available inventory/supplier commitments
Inventory Management – Based on customer segmentation; associate
inventory to right service/supplier & right group/customer
Market Knowledge - Adapt itineraries to accommodate requests or to
cope with market-driven challenges
Communication & Collaboration - work proactively, collaboratively
and have solution-oriented interaction & communication with colleagues,
stakeholders, and support functions.
Strategy & Execution – Make decisions based on -, and actively
participating in setting and delivering on KPIs objectives for the role.
Processes & Systems - Be a specialist in area of responsibility by
knowing systems, processes, and compliance requirements.
Innovation - Possess and continuously expand knowledge of area of
responsibility, including but limited to suppliers, logistics of the area,
tour codes & itineraries. Review processes & approaches with an eye to
continuously improve efficiency, quality, cost & ultimately customer
experience.
Accountability and Team commitment – When our customers are on the
road, they might face unexpected disruptions and emergencies. We are as
committed to our team members as we are to our customers' experience
meaning we are there for each other, and we own up to our responsibilities
when we face challenges. Considering this we expect all team members
across all operations departments to join at least three weekend shifts
per year to support the emergency team with communication and problem
solving.
MAIN OBJECTIVES FOR THIS ROLE
Optimize allocation of tour components in terms cost, quality, and
customer experience.
Provide top notch communication and collaboration with stakeholders
resulting in a better customer experience measured by NPS and tour
experience rating.
Innovate and improve processes and approaches that result in better
efficiency, quality, cost management & ultimately customer experience.
YOU
Excellent communication and interpersonal skills, you know how to adapt
the communication style to the situation & person you talk to.
Team player and networker
Execute, you are organized & strive for getting things done effectively &
timely
Can prioritize, take action & work well under pressure.
A creative problem solver who challenges status quo and think outside of
box to continuously improve.
Possess high quality standards and attention to detail in the way work is
approached and objectives & deadlines are managed
Ability to collect and analyze information, derive decisions based on
figures & facts.
Energetic, positive, enjoys a high pace environment.
Calm under pressure and can handle competing priorities, high call/email
volume with a sense of urgency and attention to detail
Fluent in English and Japanese
Regional knowledge and EF Tours experience is a bonus
