Product Manager, Pre and Post Experience

ESSENTIAL DUTIES

• To perform this job successfully, the employee must be able to perform each essential duty satisfactorily on determined timelines. Additional duties may be added or assigned at any time. Duties listed below are in the context of the pre- and post- voyage portion of the expeditions
Program Design and Execution
• Build, price, and execute pre- and post- voyage services, including multi-day land extensions.
• Work with destination management companies (DMCs) to source, price, and contract services, negotiating favorable rates and ensure top performance.
• Collaborate with Voyage Product Managers (VPMs) to ensure pre/post programs complement at-sea experiences and avoid overlap.
• Identify and drive opportunities to increase passenger conversion on land-based add-ons.
• Own all Pre & Post Experience guest survey scores and implement improvement plans as necessary.
• Seek opportunities to build experiences with LEX-NG Fund supported projects and/or individuals into voyage offerings
• At all trainings and events, be equipped with current knowledge and examples of the company’s environmental and social/community impact programs, and prepared to share this knowledge with others who represent our brand
Air Program Management
• Determine the need for internal air (commercial or charter) within programs and coordinate with the Procurement team to select and contract preferred air suppliers.
• Provide clean handoffs to Coordinators, Additional Services (ASCs) for ongoing manifesting and logistics.
Hotel & Hospitality Room Coordination
• Identify programs needing included or additional hotel nights and hospitality rooms and collaborate with Procurement to select properties aligned with LEX standards.
• Support execution of embark/disembark hospitality services (hospitality room, luggage storage, food & beverage, AV, guides, printouts, etc.).
Ground Transportation & Transfers
• Manage group airport transfers and on-the-ground transportation of all pre- and post-services.
• Ensure vendor coordination, communication, and alignment with LEX service expectations.
Operational Support
• Develop and maintain arrival/departure guidelines, working itineraries, and LEX rep handbooks.
• Support Knowledgebase documentation and operational playbooks.
• Perform Emergency Duty services during select nights and weekends monthly.
• Revenue Optimization & Budgeting
• Own pricing and profitability for all PPM services.
• Collaborate with Marketing and Sales to position offerings for high conversion.
• Track guest feedback and develop and implement improvements.
Collaboration & Communication
• Serve as geographic or program lead (as needed), working closely with geographically aligned Product Managers, Voyage.
• Participate in cross-functional briefings and internal stakeholder updates.
• Lead sales presentations and effectively convey the unique selling points of extensions and additional services.
• Travel as needed to scout new offerings, manage vendor relationships, and provide training.

MINIMUM REQUIREMENTS

Education:
• Bachelor's degree in business, Hospitality, Tourism, or a related field.
Experience:
• Minimum of 3 years in travel program management, preferably in pre- and post-voyage services.
• Proven experience in budgeting and financial management.
• Experience in developing sales presentations and marketing strategies.
Skills:
• Strong negotiation skills and experience in vendor contracting.
• Excellent organizational and project management abilities.
• Effective written and verbal communication skills.
• Strong time management skills with the ability to handle multiple tasks, set priorities, and meet deadlines.
• Self-starter with the ability to self-motivate and work well in a team environment.
Industry Knowledge:
• Familiarity with destination management companies (DMCs) and ground transportation logistics.
• Understanding of guest service standards and operational excellence.
Technical Proficiency:
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with project management software.
Travel Requirements:
• Willingness to travel to scout new offerings and manage vendor relationships.
Communication Skills:
• Ability to read, write, and comprehend invoices, contracts, correspondence, and memos in English.
• Effective communication within and between departments with a professional demeanor.
• Outstanding relationship management and negotiation skills; additional language skills preferred.

PREFERRED QUALIFICATIONS

Education:
• Master’s degree in business administration, Tourism Management, or a related field.
Experience:
• 5+ years of experience in voyage development or similar roles within the travel or expedition industry.
• Experience managing internal/charter air travel programs.
• Familiarity with DMCs and international vendor contracting.
• Proven track record of successful project management and execution.
• Proven track record in increasing conversion or revenue through pre/post programming.
• Understanding of premium guest experience delivery standards.
Knowledge:
• In-depth knowledge of geographical regions relevant to the company’s voyages.
• Comprehensive understanding of competitive market positioning and pricing strategies.
Technical Proficiency:
• Advanced proficiency in accounting software and CRM systems.
• Familiarity with industry-specific software for itinerary planning and management.
• Familiarity with MXP