General Manager - Commercial & Operations

World Express (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 300,000 - 600,000; Full time

Job summary

World Express (M) Sdn Bhd is seeking a General Manager - Commercial & Operations to lead the company’s commercial strategy and operational performance in Malaysia’s inbound tourism sector. The role oversees business development, contracts, product development, and cross‑functional teams to ensure revenue growth and profitability.

The ideal candidate has extensive DMC experience, senior leadership exposure, and a deep understanding of Malaysia’s inbound markets and international source markets.

Qualifications

• Bachelor's Degree in Business Administration, Tourism Management, Hospitality Management, Marketing, or related field.
• MBA or postgraduate qualification is an advantage.
• Minimum 8-12 years of progressive experience in the travel, tourism, hospitality, or destination management industry.
• At least 5 years in a senior leadership role with P&L responsibility.
• Proven track record in driving revenue growth and operational excellence.
• Experience managing multi-functional teams and business units.
• Strong knowledge of Malaysia's inbound tourism market and international source markets.

Responsibilities

• Develop and execute the company's commercial growth strategy aligned with corporate objectives.
• Drive revenue growth through market expansion, new customer acquisition, and diversification of inbound travel products.
• Identify new business opportunities, emerging tourism trends, and potential market segments.
• Lead negotiations with tourism boards, hotels, attractions, transportation providers, and strategic partners.
• Establish and maintain strong relationships with international travel agents, wholesalers, OTAs, corporate clients, and tourism stakeholders.
• Monitor competitor activities and market developments to identify growth opportunities.
• Develop annual sales and revenue targets and ensure achievement of business objectives.
• Expand the company's inbound tourism portfolio through strategic partnerships and alliances.
• Source and develop new distribution channels across key international source markets.
• Identify opportunities for joint ventures, collaborations, and destination marketing initiatives.
• Lead proposal development, contract negotiations, and commercial agreements.
• Represent the company at trade shows, tourism exhibitions, industry events, and business forums.
• Oversee daily operational performance across inbound travel services.
• Ensure efficient management of reservations, tour operations, transportation, guides, and customer services.
• Develop and implement operational policies, SOPs, and quality standards.
• Drive process improvements to enhance productivity and customer satisfaction.
• Ensure service delivery meets company standards and client expectations.
• Monitor operational KPIs and implement corrective measures when necessary.
• Take ownership of company profitability and overall financial performance.
• Develop annual budgets, forecasts, and business plans.
• Monitor revenue, gross margins, operating expenses, and cash flow.
• Analyze business performance and identify opportunities to improve profitability.
• Ensure effective pricing strategies and cost management practices.
• Prepare and present business performance reports to senior management and stakeholders.
• Drive initiatives to maximize return on investment and operational efficiency.
• Lead, motivate, and develop high-performing teams across sales, operations, customer service, contracting, and administration.
• Establish clear performance goals and accountability measures.
• Foster a culture of collaboration, customer excellence, innovation, and continuous improvement.
• Coach and mentor department heads and team leaders.
• Support talent acquisition, succession planning, and employee development initiatives.
• Promote employee engagement and positive workplace culture.
• Contribute to long-term business planning and organizational growth strategies.
• Ensure compliance with tourism regulations, industry standards, and company policies.
• Assess business risks and implement mitigation strategies.
• Drive change management initiatives to enhance organizational capability.
• Support digital transformation and technology adoption across the business.

Skills

Leadership

P&L responsibility

Strategic planning

Sales & business development

Negotiation

Cross-functional leadership

Education

Bachelor's degree in Business Administration, Tourism Management, Hospitality Management, Marketing, or related field

MBA or postgraduate qualification

Job description

General Manager - Commercial & Operations

The General Manager - Commercial & Operations is responsible for driving the company's commercial success, business expansion, operational efficiency, and overall profitability. This role provides strategic leadership across business development, sales, contracting, product development, operations, customer experience, and financial performance to ensure sustainable growth and market competitiveness within Malaysia's inbound tourism industry.

The incumbent will lead cross-functional teams, develop strategic partnerships, identify new business opportunities, optimize operational performance, and ensure achievement of revenue and profit objectives. The ideal candidate will possess extensive experience within a Destination Management Company (DMC) environment, with a strong understanding of inbound tourism operations, international market development, supplier contracting, destination product management, and client relationship management.

Key Responsibilities

1. Commercial Strategy & Business Growth

Develop and execute the company's commercial growth strategy aligned with corporate objectives.

Drive revenue growth through market expansion, new customer acquisition, and diversification of inbound travel products.

Identify new business opportunities, emerging tourism trends, and potential market segments.

Lead negotiations with tourism boards, hotels, attractions, transportation providers, and strategic partners.

Establish and maintain strong relationships with international travel agents, wholesalers, OTAs, corporate clients, and tourism stakeholders.

Monitor competitor activities and market developments to identify growth opportunities.

Develop annual sales and revenue targets and ensure achievement of business objectives.

2. Business Development & Partnerships

Expand the company's inbound tourism portfolio through strategic partnerships and alliances.

Source and develop new distribution channels across key international source markets.

Identify opportunities for joint ventures, collaborations, and destination marketing initiatives.

Lead proposal development, contract negotiations, and commercial agreements.

Represent the company at trade shows, tourism exhibitions, industry events, and business forums.

3. Operations Management

Oversee daily operational performance across inbound travel services.

Ensure efficient management of reservations, tour operations, transportation, guides, and customer services.

Develop and implement operational policies, SOPs, and quality standards.

Drive process improvements to enhance productivity and customer satisfaction.

Ensure service delivery meets company standards and client expectations.

Monitor operational KPIs and implement corrective measures when necessary.

Take ownership of company profitability and overall financial performance.

Develop annual budgets, forecasts, and business plans.

Monitor revenue, gross margins, operating expenses, and cash flow.

Analyze business performance and identify opportunities to improve profitability.

Ensure effective pricing strategies and cost management practices.

Prepare and present business performance reports to senior management and stakeholders.

Drive initiatives to maximize return on investment and operational efficiency.

Lead, motivate, and develop high-performing teams across sales, operations, customer service, contracting, and administration.

Establish clear performance goals and accountability measures.

Foster a culture of collaboration, customer excellence, innovation, and continuous improvement.

Coach and mentor department heads and team leaders.

Support talent acquisition, succession planning, and employee development initiatives.

Promote employee engagement and positive workplace culture.

6. Strategic Planning & Governance

Contribute to long-term business planning and organizational growth strategies.

Ensure compliance with tourism regulations, industry standards, and company policies.

Assess business risks and implement mitigation strategies.

Drive change management initiatives to enhance organizational capability.

Support digital transformation and technology adoption across the business.

Requirements & Qualifications

Education

Bachelor's Degree in Business Administration, Tourism Management, Hospitality Management, Marketing, or related field.

MBA or postgraduate qualification is an advantage.

Experience

Minimum 8-12 years of progressive experience in the travel, tourism, hospitality, or destination management industry.

At least 5 years in a senior leadership role with P&L responsibility.

Proven track record in driving revenue growth and operational excellence.

Experience managing multi-functional teams and business units.

Strong knowledge of Malaysia's inbound tourism market and international source markets.

Why Join Us?

Opportunity to shape the future growth of an established inbound travel business.

Lead strategic initiatives with direct impact on business performance.

Work with passionate tourism professionals and industry partners.

High level of autonomy and leadership influence.