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Associate Manager, Operations



Kuala Lumpur, Malaysia
Posted on Tuesday, November 14, 2023

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

Key Tasks & Responsibilities:

People Manager:

  • Lead and manage a growing team of Business Development Associates (BDAs) across Australia, New Zealand (ANZ), and the United States (US), providing mentorship, guidance, and support.

  • Actively liaise with the Operations Manager in ANZ and US regions to align and execute regional strategies at the ground level through BDAs.

  • Conduct regular one-on-one meetings with team members to provide personalised support and career development.

  • Foster a collaborative and inclusive team environment, encouraging knowledge sharing and continuous learning among BDAs.

Performance Monitoring:

  • Monitor and analyse operational/team performance and regularly deliver actionable insights to key stakeholders.

  • Conduct performance reviews for team members, setting clear expectations and goals for the forthcoming period.

Effective Operations:

  • Play a hands-on role in operational activities, demonstrating functional expertise and leading by example to drive team performance.

  • Uphold strong knowledge of all backend, front end processes and tools related to BD operations

  • Run effective communications and reporting cadences to ensure smooth business operations.

  • Ensure effective execution of business development strategies, adapting tactics as needed to meet regional market demands and company goals.

  • Work closely with leadership to ensure key business priorities are well supported and executed. Support ad hoc projects if required.

Account Management:

  • Work closely with the BDMs and various internal teams such as finance, customer support, tech, and marketing to support merchant accounts with booking & settlement reconciliation, onboarding, inventory management, customer service, API mapping, and high-priority operational/admin needs.

  • Ensure key merchant accounts are maintained to ensure partnership satisfaction and sustainability.

Skills Needed:

  • Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones.

  • High bar for quality, efficiency, and delivering results. Proven ability to execute quickly and seamlessly and adjust to evolving business priorities.

  • Strong commercial sense and data-driven decision-making mentality.

  • Strong analytical skills. Excel proficiency is highly preferred.

  • Fluent in spoken and written English.

  • Eager to work in small team and fast-paced environments.

  • A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required.

  • Attention to detail, organised and meticulously motivated to prioritise tasks on hand and to improve Klook merchant experience.

  • Effective communicator to share and receive key information with the ability to build relationships with key contacts across the company.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.