Vendor Coordinator

We are looking for a Vendor Coordinator, who will play a critical role in managing service operations, improving customer satisfaction, and driving continuous improvement across both vendor relationships and customer interactions. This is a multifaceted role that blends vendor management, and customer experience optimisation and will require someone committed to delivering exceptional customer service and operational excellence.

About Secret Escapes

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

This is a remote working patern opportunity based in Poland.

In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to a month each year!

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!).

The role and things you’ll be working on:

The Vendor Coordinator is responsible for ensuring that services are delivered in line with agreed service level agreements (SLAs) and enhancing the overall customer experience. The role involves monitoring vendor performance, resolving service issues, contributing to the improvement of customer journeys, and elaborating data-driven strategies to boost satisfaction levels.

• Monitor service delivery for our frontline support teams to ensure adherence to SLAs and KPIs, maintaining high standards of quality across all customer interactions.
• Build strong, ongoing relationships with vendors, maintaining open communication, addressing concerns, and proactively seeking feedback to enhance service delivery.
• Oversee vendor access to customer service systems, managing user accounts, and resolving technical issues related to system access, outages, or password resets.
• Support large-scale projects involving vendors (e.g. new product releases that can impact internal procedures), following a set change management procedure, creating training material and delivering training sessions, if applicable..
• Conduct root cause analysis on customer satisfaction trends (CSAT, CES) and service disruptions, raising relevant findings with CX Manager and agreeing with management on initiatives to address issues and enhance performance.
• Take care of the maintenance of customer interaction tools (e.g., telephony IVR, chat templates) and ensure they are regularly updated to align with procedural changes or AI developments.

You will bring:

• Experience in taking care of service delivery and vendor relationships, ensuring adherence to SLAs and KPIs.
• Data analysis skills to interpret customer and performance metrics, identifying trends and opportunities for improvement.
• Understanding of customer service processes and journey mapping, with a focus on enhancing satisfaction (CSAT, CES).
• Proactive problem-solving abilities, with the flexibility to adapt to changing priorities and business needs.
• Excellent communication skills, capable of conveying updates and insights to internal teams and vendors.
• Ability to manage multiple projects simultaneously, ensuring deadlines are met and objectives achieved.

And you will be…

• Self-motivated with a focus on continuous improvement and achieving operational excellence.
• Able to maintain composure and find effective solutions in high-pressure situations.
• Someone who works collaboratively with internal teams and vendors to achieve service and customer experience goals.

We are an equal opportunity employer

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.