Country Manager Malaysia

About the opportunity

The primary role of Malaysia’s Country Manager is to grow revenue and profit and develop their team by creating a compelling vision and plan for their country that aligns with the company's objectives, with clear, time-lined strategies to achieve those goals. The CM will promote the company's brand, purpose, and values, ensuring that One Best Way minimum standards and operational systems are followed to deliver our customers an exceptional in-destination travel experience.

Key Responsibilities

• Manage Discova Malaysia teams to ensure efficient and accurate service for key accounts, wholesale partners, and tailor-made FIT requests.
• Manage and improve service delivery for ground staff and relevant suppliers.
• Develop, implement, and evolve customer service procedures, policies, and standards to meet customer expectations. High-quality service with minimal complaints is of the greatest importance.
• Resolve customer service issues satisfactorily with corrective and preventive measures.
• Support and drive sales proactively of Discova Malaysia in-destination products.
• Develop new business opportunities (B2B and B2C) and grow existing customer partnerships to maximize sales revenue.
• Implement in-destination sales systems to drive local sales for optional tours and excursions.
• Coordinate with the Regional Manager and the Product team for resources and support for in-destination sales.
• Improve conversion rates for FIT and IDS (In-Destination Sales) teams.
• Meet and greet VIP agents and customers.
• Explore and develop business and investment opportunities.
• Identify and research asset acquisition targets to add value and profitability.
• Develop unique offerings that differentiate them from competitors while meeting customer needs and company objectives.
• Ensure collaboration between departments for competitive pricing new and existing products.
• Ensure timely product delivery for annual tariff production and distribution to overseas travel partners.
• Manage hotel contracting to secure the best rates and value.
• Ensure the reservations team consistently uses the reservation system to process requests.
• Maintain high-quality guides and drivers through training, audits, and compliance procedures.
• Ensure the Discova brand is consistent with Discova’s head quarter guidelines.
• Develop and implement in-country SOPs and ensure full compliance.
• Maintain accurate and consistent rate loading into the system.
• Act as the senior company representative to government authorities on legal or fiscal matters.
• As required, maintain regular contact with government authorities, tourism boards, and tax departments.
• Update the Regional Country Manager on changes in laws or business practices that may impact the company.
• Oversee account payables and ensure timely supplier payments.

About You

The Essentials

• A minimum of a bachelor's degree in Travel, Tourism, Hospitality, Business Administration, or a closely related field. Advanced degrees or additional certifications in these areas will be considered favourably.
• A minimum of 3 years of middle or senior management experience is required. Candidates with broader general management experience will have a distinct advantage. This should include a demonstrable track record of successfully managing teams, projects, and operational activities within the travel, tourism, or hospitality sectors.
• Fluency in both written and spoken English is essential. Proficiency in the local language is highly desirable and will be considered a significant advantage.
• Strong leadership and interpersonal skills, with the ability to motivate and manage a diverse team.
• Excellent organisational and planning skills, with a keen attention to detail and the ability to manage multiple tasks effectively
• Strong financial acumen, with experience in budgeting, financial reporting, and cost management.
• Proven ability to develop and implement strategic plans to achieve business objectives.
• Exceptional communication and negotiation skills, with the ability to build and maintain relationships with key stakeholders.
• A thorough understanding of the local market dynamics, including customer preferences, competitive landscape, and regulatory environment.
• A proactive and adaptable mindset, with the ability to navigate and thrive in a fast-paced and changing environment.
• Strong problem-solving skills and the ability to make informed decisions under pressure.
• A commitment to delivering high-quality service and exceeding customer expectations.

The attributes

• Highly developed problem-solving abilities.
• Customer-focused with a solid commitment to delivering high standards of service.
• An empathetic leader who recognises the potential in others and encourages self-development whenever possible.
• Strong collaboration and communication skills (both verbal and written) across diverse cultures.
• Assertive and inquisitive, asking questions and consulting with stakeholders when necessary.
• High attention to detail while maintaining an awareness of the bigger picture.
• Exceptional focus and time management skills.
• Capable of working independently and collaboratively within a team to achieve high-quality results.
• Willingness to travel for business as required.
• personally aligned with Discova’s purpose and values.
• Comfortable with a flexible rotating roster that may include late nights, weekends, and early mornings, and able to adapt to uncertainties and changing priorities.

About Discova

As a leading regional destination management company operating in numerous destinations across South, East, and Southeast Asia, we specialise in providing comprehensive travel solutions tailored for B2B partners, ensuring seamless experiences from start to finish.

Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and supportive team culture, distinctive leave benefits, and social events that stand out in the industry.

Discova’s people are homegrown—95% are locals, blending local know-how with an understanding of what makes a Discova trip to their home country special.

To be part of the Discova family is to be in your element, and being in your element means being the best you can be in any situation, doing what you love, whatever your role, being valued for who you are and what you do, continuing to grow as the world changes, and joining a family that creates a world of possibilities.

To learn more about Discova click: https://www.discova.com/

Work Perks!

What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. The passion and dedication of our teams keep the company on top of the industry ladder. That’s also why we offer some great employee benefits and perks outside of the norm.

Have fun: At the heart of everything we do at Discova is a desire to have fun. Reward and Recognition: Celebrate your and others’ success at our regular Buzz Nights and the annual Global Gathering—you’ll have to experience it to believe it!

Use your smarts: Our people always use their quick thinking, expertise, and tenacity to figure things out.

Love for travel: We were founded by people who wanted to travel and wanted others to do the same. That passion is evident in our people and service. From travel discounts to inspection trips, travel invigorates, and this transcends into our culture.

Be appreciated: Our benefits go beyond the industry standards as we truly value those seeking growth with Discova for an extended period. Working holidays, extended leave and work anniversary benefits are all part of the Discova philosophy.

Personal connections: We are a big business founded on personal relationships. “We work globally, live locally” is one of our credos that really makes a difference in our world of travel possibilities.

A career, not a job: We offer genuine opportunities for people to grow and evolve. We back our people all the way, regardless of the results. We are firmly committed to supporting every employee’s professional and personal development.

Giving Back: We are proud to provide corporate social responsibility programmes across all our departments. These programmes support nominated charities through workplace giving, promote volunteering, and support fundraising initiatives through our employee giving and office environmental programmes. All our employees can even enjoy one volunteer day per calendar year.

We thank all candidates for their interest; however, only those selected to move forward with the hiring process will be contacted.