Marketplace Planning & Operations,Senior Manager/Associate Director

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 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ 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 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

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? Join us!

What you’ll do?

• Lead a team to drive merchant success, engagement and overall marketplace health.
• Drive Merchant Success: Position Klook merchants’ preferred distribution channel by empowering merchants to achieve strong revenue growth and access a diverse global customer base.
• Merchant Engagement: Inspire merchants to embrace Klook as a key partner. Educate them on commercial best practices, promotions, and tech features while fostering enthusiasm and collaboration. Develop strategies to improve merchant satisfaction through CRM systems, newsletters, seminars, and both remote and in-person interactions.
• Marketplace Health: Ensure comprehensive product coverage, and customer-friendly terms & conditions, content quality, service standards, and Klook’s profitability. Implement reward, penalty, and empowerment mechanisms to uphold marketplace excellence.
• Operations Management: Supervise day-to-day operations, including merchant request approvals, handling inquiries, resolving settlement issues, and ensuring seamless operational workflows.
• Data Analysis: build metrics and implement mechanisms to monitor and analyze merchant success, engagement, and operational efficiency

What you’ll need?

• At least 5 years of experience in operational process improvements and program management.
• Track record of successfully driving cross departmental projects
• Experience in online travel agents, ecommerce, tech startup, business analytics and product management is a plus
• At least 2 years of team management experience
• Fluent spoken and written English. Fluent Chinese is a plus.
• Bachelor's degree or above
• Eager to work in small team and fast-paced environment
• A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that’s not afraid to work independently when required
• Globally-minded and comfortable working with people from different cultural background and in different time zones
• Effective communicator with excellent interpersonal skills and an ability to build strong relationships across all levels and effectively adapt to varied situations
• Leader with the ability to work across a matrix environment in a fast paced environment and constantly evolving environment
• Analytical with a strong bias for data-based decisions, able to distill insights with data from multiple sources
• Exhibits sound business judgment, a proven track record of taking ownership, and delivering results

What you’ll get?

• An awesome team of international colleagues 
• A rare chance to build a global travel and leisure brand with a long runway of opportunities ahead
• An environment that values and supports your growth 
• Ownership of projects with real impact
• No boredom! Every day is a new exciting challenge

Location: Taiwan, Hong Kong and Singapore

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.