Malaysia Country Manager

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**Job no**: 524624
**Brand**: Discova
**Work type**: Full time
**Location**: Miri, Sarawak, Malaysia
**Categories**: Wholesale & Product, Leadership

**Malaysia Country Manager (Kuching or Sabah Based)**

**About the opportunity**

The primary role of Malaysia’s Country Manager is to grow revenue and profit and develop 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 Thailand 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.

**Key Leadership Competencies**
- Lead by example in behaviour, attitude, and performance.
- Provide clear, concise, and timely feedback.
- Align personally with Discova's values and philosophies.
- Effectively use Discova Communication Systems and AM Planner and participate in Weekly Business Meetings.
- Share information transparently to inspire team members.
- Develop personal development plans for each team member.
- Coach and mentor team members.
- Support ongoing training and development of team members.
- Empower team members through appropriate delegation and training.
- Recruit and train new team members.
- Understand and articulate wage packages and individual contributions.
- Analyse team budget, P&L, and financial reports.
- Develop strategies to improve business results and manage contingencies.
- Create a supportive, connected, and empowering environment.
- Demonstrate constructive conflict resolution skills.
- Create a vision and obtain buy-in from the team.
- Drive business and team success using the vision and business plan.
- Set and work to achieve daily goals and deadlines.
- Communicate daily with the team about individual and team sales targets.
- Set clear expectations, follow up, and outline consequences.
- Encourage and assist team members in solving their problems.
- Ensure business objectives are met.
- Conduct monthly one-on-one performance reviews with team members, providing fair, concise, and timely feedback.

**About Us**

As a leading global destination management company, operating in numerous destinations across Asia being a part of the Discova team means being in your element.

Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thril