Manager Service Management Tourism (m/f/d)

S-Markt & Mehrwert GmbH & Co KG is the central service company of the Sparkassen-Finanzgruppe with over 1,150 employees working for savings banks, their association partners and other clients throughout Germany. We deliver high-performance, customer-centric solutions that are always up to date. That means: digital, individual and innovative.

We are looking for a full-time position nationwide as soon as possible for a

Manager Service Management Tourism (m/f/d)

Your tasks

• You manage our external call centers (third-party CC), are their direct contact person and develop them strategically and operationally
• You monitor service quality and processes, derive improvements and ensure seamless cooperation with internal and external interfaces
• You plan and analyze personnel requirements, identify trends and make recommendations for qualitative and quantitative resource management
• You take responsibility for complaint and escalation management as well as compliance with legal requirements (e.g. package travel guidelines, data protection)
• You create technical concepts, document tourism processes and contribute to the continuous optimization of our services
• You are in close contact with tour operator partners, fulfillment service providers and internal departments such as data protection, training and the feedback team

What you bring with you

• Completed vocational training in tourism or a degree - ideally with a focus on tourism
• Several years of experience in customer service and sales in tourism
• Very good knowledge of tourism processes, systems and MS Office
• A strong customer and service orientation and enjoyment of number-based analyses
• Strong communication skills, negotiation skills and a structured, solution-oriented way of working
• Openness to new ideas, team spirit and enjoy taking on responsibility

What we offer you

• A secure job in a family-friendly company within the Sparkassen-Finanzgruppe
• Flexible working hours, 30 vacation days and home office for your work-life balance
• Interesting and varied areas of responsibility including opportunities for individual development
• Job bike leasing, sports offers and company health management
• Benefits of our S-Reisewelt with 5% travel price reimbursement as well as shopping discounts on various products, services, tickets and much more