Process Manager

About the role

Paradise & Wilderness is a specialised travel company with its own lodges, camps, vehicles, and guides in Tanzania and Zanzibar. Thanks to our local presence, we organise complete trips without intermediaries. This makes our journeys personal, flexible, and reliable.

For our office in Breda, we are looking for a Process Manager who will elevate the day-to-day leadership and process assurance across sales, planning, and the customer journey. In this role, you are the manager and the fixed point of contact for our travel specialists and assistants, ensuring the team performs at its best—qualitatively, commercially, and operationally.

What will you do?

Team lead & point of contact

·      Manager and first point of contact for travel specialists and assistants (daily guidance, prioritisation,

escalations).

·      Coach on the quality of customer communication, speed of follow-up, and commercial skills.

·      Ensure clear working agreements, role division, and handover moments within the team.

Sales performance & commercial steering

·      Track, analyse, compare (periodically), and share sales statistics internally.

·      Drive improved sales results: conversion, upselling, average order value, response times, follow-up discipline.

·      Identify where the process "leaks" (lead → booking) and implement improvement actions with the team.

Planning & operations (broad scope)

·      Stay on top of planning (with a focus on marketing activities and deadlines).

·      Manage planning in the broadest sense: capacity, schedules, peak periods, action plans, trade fairs, and campaigns.

·      Ensure internal teams and external parties receive the right input on time and that agreements are met.

Process assurance and continuous improvement

·      Safeguard workflows: standardisation, checks, compliance, and quality (from enquiry to aftercare).

·      Improve workflows: templates, CRM/booking registration, handovers, checklists, KPI cadences.

·      Translate trends and recurring issues into structural solutions (process, training, tooling).

Market and opportunity development (online & offline)

·      Continuously identify market opportunities: online (platforms, campaigns, conversion) and offline (network, partnerships, trade fairs).

·      Contribute to proposition/positioning: what works for which target audience, and why.

Trade fairs & events

·      Prepare trade fairs: planning, materials, team briefing, lead registration process, follow-up structure, and evaluation.

·      Where needed, coordinate attendance/schedules and post-fair follow-up with the team.

What do you bring?

·      Proven experience in process/operations management, team leadership, or sales operations (preferably in travel, hospitality, or services).

·      Strong analytical skills: you can translate sales data into concrete actions and team cadence.

·      A coaching leadership style: you manage standards while also focusing on people and development.

·      Structured, deadline-focused, and comfortable handling multiple priorities simultaneously.

·      Experience with CRM/booking systems, workflows, and quality assurance is a strong plus.

·      Language: English is a plus (internally/externally). Dutch is an advantage (if possible).

·      Flexible working hours and availability to work weekends.

What do we offer?

·      A key role with direct impact on growth, quality, and customer experience.

·      A small, engaged team where collaboration and initiative are central.

·      Training and in-depth learning (destinations/products/processes).

·      Salary in line with the Dutch Travel Industry Collective Labour Agreement (CAO Reisbranche).

·      Staff benefits, including discounts on travel to Tanzania & Zanzibar.

·      Travel expenses/holiday allowances in line with the CAO and room for development.

Apply

Do you recognise yourself in this profile and do you want to take processes and performance to the next level? Send your CV and motivation letter to -, attn. Anouk Arts. Questions can also be sent to this email address.