Managing Director - Travel & Tours Operations (Abuja)

We are seeking a dynamic and experienced Managing Director to lead a prominent Travel & Tours Management Agency based in Abuja. The ideal candidate will be a visionary leader capable of driving strategic growth, managing diverse teams, and delivering exceptional travel solutions to clients.

As Managing Director, you will oversee all aspects of the agency's operations, including business development, client relationship management, financial performance, and operational efficiency. You will be responsible for setting strategic direction, expanding market presence, and ensuring high levels of customer satisfaction in a rapidly evolving travel industry.

Key Responsibilities

Strategic Leadership & Commercial Growth

• Develop and implement long-term ticketing, pricing, and revenue optimisation strategies, including dynamic pricing models, to maximise ticket sales and capacity utilisation.
• Lead budgeting, sales targeting, forecasting, and revenue planning processes to support data-driven business decisions and operational efficiency.
• Provide regular sales analysis, commercial insights, and strategic recommendations to internal stakeholders, producers, promoters, and executive leadership.
• Continuously identify opportunities to improve operational performance, revenue generation, and customer engagement across all ticketing channels.

Ticketing Operations & Event Management

• Oversee the end-to-end ticketing operations for all events, ensuring efficient event builds, inventory management, and seamless customer experience delivery.
• Manage VIP ticketing operations and premium customer experiences to maintain high service standards.
• Act as the senior escalation point for complex customer service issues, operational disruptions, and high-profile event management challenges.
• Ensure operational readiness and service excellence during live events while maintaining effective coordination across internal teams.

Financial & Business Management

• Collaborate closely with the finance team to ensure accurate revenue tracking, financial reconciliation, settlement processes, and reporting.
• Monitor ticket sales performance against institutional targets and ensure operational decisions align with financial objectives.
• Drive accountability and financial discipline across all ticketing and operational processes.

Vendor & Stakeholder Management

• Build and maintain strong relationships with ticketing platforms, external promoters, travel partners, and key service providers.
• Negotiate and manage contracts with major ticketing and technology vendors such as Ticketmaster, Amadeus, AXS, and SeatGeek to ensure operational efficiency and commercial value.
• Foster effective collaboration and communication across producing, marketing, operations, finance, and insight teams.

Team Leadership & Talent Management

• Lead, mentor, and develop departmental heads and operational teams to drive high performance, accountability, and continuous improvement.
• Recruit and retain top talent while fostering a culture of innovation, collaboration, and customer-centric service delivery.
• Provide leadership and direction to ensure teams consistently meet operational and commercial objectives.

Data, CRM & Compliance Management

• Analyse ticket sales data, purchasing trends, and customer insights to support audience segmentation and targeted marketing initiatives.
• Collaborate with marketing and insight teams to improve customer acquisition, retention, and engagement strategies.
• Stay abreast of emerging trends, technologies, and best practices in ticketing operations and event management.
• Ensure compliance with health & safety regulations.
• Bachelor’s degree in Business Administration, Hospitality, Tourism Management, or a related field is required; a Master’s degree is preferred.
• Minimum 10 years of progressive career experience, 3 years in travel, tours, and hospitality management with at least 5 years in a senior leadership role.
• Strong knowledge of the travel industry, market dynamics, and customer service excellence.
• Proven track record of successfully managing business operations and achieving growth targets.
• Excellent leadership, interpersonal, and communication skills.
• Demonstrated ability to develop business strategies and build strong client relationships.
• Financial acumen with experience managing budgets, forecasting, and financial reporting.
• Strong problem-solving, negotiation, and decision-making capabilities.
• Ability to lead and inspire a diverse team in a fast-paced and dynamic environment.
• Familiarity with travel management software and digital marketing tools is an advantage

KEY PERFORMANCE INDICATORS (KPIs)

• Achievement of ticket revenue targets and commercial growth objectives
• Capacity utilisation rates and inventory optimisation performance
• Customer satisfaction ratings and reduction in complaint volumes
• Accuracy and timeliness of financial settlements and audit processes
• Operational efficiency and successful execution of high-profile events
• Effectiveness of sales forecasting and revenue reporting processes