Malaysia Country Manager

**Job no**: 526510
**Brand**: Discova
**Work type**: Full time
**Location**: Kuala Lumpur, Malaysia
**Categories**: Wholesale & Product

**About the opportunity**

The primary role of Malaysia’s Country Manager is to grow revenue and profit anddevelop their team by creating a compelling vision and plan for their country that aligns with the company's objectives, with clear, time-lined strategies to achieve those goals. The CM will promote the company's brand, purpose, and values, ensuring that One Best Way minimum standards and operational systems are followed to deliver our customers an exceptional in-destination travel experience.

**Key Responsibilities**
- Manage Discova Malaysia teams to ensure efficient and accurate service for key accounts, wholesale partners, and tailor-made FIT requests.
- Manage and improve service delivery for ground staff and relevant suppliers.
- Develop, implement, and evolve customer service procedures, policies, and standards to meet customer expectations. High-quality service with mínimal complaints is of the greatest importance.
- Resolve customer service issues satisfactorily with corrective and preventive measures.
- Support and drive sales proactively of Discova Malaysia in-destination products.
- Develop new business opportunities (B2B and B2C) and grow existing customer partnerships to maximize sales revenue.
- Implement in-destination sales systems to drive local sales for optional tours and excursions.
- Coordinate with the Regional Manager and the Product team for resources and support for in-destination sales.
- Improve conversion rates for FIT and IDS (In-Destination Sales) teams.
- Meet and greet VIP agents and customers.
- Explore and develop business and investment opportunities.
- Identify and research asset acquisition targets to add value and profitability.
- Develop unique offerings that differentiate them from competitors while meeting customer needs and company objectives.
- Ensure collaboration between departments for competitive pricing new and existing products.
- Ensure timely product delivery for annual tariff production and distribution to overseas travel partners.
- Manage hotel contracting to secure the best rates and value.
- Ensure the reservations team consistently uses the reservation system to process requests.
- Maintain high-quality guides and drivers through training, audits, and compliance procedures.
- Ensure the Discova brand is consistent with Discova’s head quarter guidelines.
- Develop and implement in-country SOPs and ensure full compliance.
- Maintain accurate and consistent rate loading into the system.
- Act as the senior company representative to government authorities on legal or fiscal matters.
- As required, maintain regular contact with government authorities, tourism boards, and tax departments.
- Update the Regional Country Manager on changes in laws or business practices that may impact the company.
- Oversee account payables and ensure timely supplier payments.

**About You**

**The Essentials**
- A minimum of a bachelor's degree in Travel, Tourism, Hospitality, Business Administration, or a closely related field. Advanced degrees or additional certifications in these areas will be considered favourably.
- Fluency in both written and spoken English is essential. Proficiency in the local language is highly desirable and will be considered a significant advantage.
- Strong leadership and interpersonal skills, with the ability to motivate and manage a diverse team.
- Excellent organisational and planning skills, with a keen attention to detail and the ability to manage multiple tasks effectively
- Strong financial acumen, with experience in budgeting, financial reporting, and cost management.
- Proven ability to develop and implement strategic plans to achieve business objectives.
- Exceptional communication and negotiation skills, with the ability to build and maintain relationships with key stakeholders.
- A thorough understanding of the local market dynamics, including customer preferences, competitive landscape, and regulatory environment.
- A proactive and adaptable mindset, with the ability to navigate and thrive in a fast-paced and changing environment.
- Strong problem-solving skills and the ability to make informed decisions under pressure.
- A commitment to delivering high-quality service and exceeding customer expectations.

**The attributes**
- Highly developed problem-solving abilities.
- Customer-focused with a solid commitment to delivering high standards of service.
- An empathetic leader who recognises the potential in others and encourages self-development whenever possible.
- Strong collaboration and communication skills (both verbal and written) across diverse cultures.
- Assertive and inquisitive, asking questions and consulting with stakeholders when necessary.
- High attention to detail while maintaining an awareness of the bigger picture.
- Exceptional focus and time management skills.
- Capable of