DMC Account Specialist

G Adventures•Toronto, ON

12d•CA$55,000 - CA$73,000

About The Position

G Adventures is a leading small group travel company that believes travel changes people. They are looking for a DMC Account Specialist to report to the Director, Operations - Tour Staff & Partnerships. This role is responsible for assigned partnerships, overseeing the quality delivery of all tours, and ensuring the smooth integration of partner products into the G Adventure operational model. The position ensures that all Product requirements, operational responsibilities, branding, and quality customer experience are met. The DMC Account Specialist will work with local operations, analyze participant evaluations, and collaborate with their manager to proactively identify trends with key stakeholders. They will work with the region to implement remediation plans before issues impact customer experience, and will also work closely with partners to explain and offer solutions to delivery issues, and execute and monitor improvement plans.

Requirements

4+ years or more of relevant product, operations and/or project management experience
Experience with the global tourism market
Experience with the buying, product and operations cycle and process
Exceptional customer service and communication skills
Proven experience in administrative and management skills
Enthusiastic attitude with the drive to embrace and lead change and represent partner interest within the organization.
A team player that understands how to collaborate and build strong relationships.

Responsibilities

Serve as the primary day-to-day liaison between the company and its partners, ensuring mutual representation and alignment.
Collaborate with the DMC team (Ops, Product & Marketing) to drive partnership success and shared goals.
Proactively communicate changes, updates and action plans with partners to enhance the customer experience.
Collaborate with internal stakeholders to plan and execute product development initiatives, managing timelines, workbacks and deliverables.
Communicate product updates and improvement plans to partner organizations to maintain alignment.
Support quoting process and new business development as requested.
Support DMC Coordinators with data loading processes to ensure accuracy, integrity, and timely delivery between organizations.
Ensure compliance with partner supply chain requirements and contractual obligations and communicating results and resolutions.
Serve as liaison for software development needs, advocating for enhancements that support the operational delivery of product requirements.
Support the Director, Operations - Tour Staff & Partnerships with management of equipping Tour Staff & regional teams with the tools and information needed to deliver exceptional trip experiences for all DMC partnerships.
Support the creation and maintenance of all DMC partnership training documents and Standard Operating Procedures.
Ensure the consistent delivery of trip standards and brand guidelines across all partnership trips.
Analyze trip evaluations from partnerships outside of GTC to identify trends and patterns that impact the customer experience and recommend corrective actions.
Partner with regional Operations, Buying, Tour Staff management to ensure trips meet PRD requirements, trip design and quality standards.
Support the management and communication of CIM processes across the DMC partnerships.
Collaborate with internal and external stakeholders to coordinate necessary communications related to safety, security, CIM, and trip cancellations.
May perform other duties as assigned.