Grupo Top Experience

• Prepare the daily logistics for client trips • Assign vehicles and drivers to each route • Ensure the operation runs with the fewest possible third-party providers • Adjust routes when necessary to reduce travel time and costs • Manage the entire communication flow between passengers, company staff and third-party providers • Confirm with drivers that passenger counts are correct, identifying and correcting inconsistencies when they occur • Resolve passenger-related and operational issues (vehicle delays, missed connections, extra passengers, last-minute changes, emergency vehicle hires), maintaining clear communication with the team and passengers • Request quotes for third-party vehicles, negotiate with providers and enter costs into the system • Keep all operation and logistics information up to date in the CRM, spreadsheets and operational records.

• Manage and optimize the CRM (Bitrix), ensuring workflows, automations and processes are functioning correctly • Develop and implement automations in the CRM and other systems to reduce manual tasks and rework • Ensure integrity and organization of information across systems (CRM, ERP, spreadsheets, etc.) • Identify failures, bottlenecks and opportunities for improvement in operational and system processes • Create, maintain and update reports and dashboards (BI), ensuring visibility of KPIs for leadership • Define and monitor operational, commercial and performance metrics • Support leaders in data analysis and decision-making based on structured information • Provide technical support to teams, resolving issues related to systems, access and tools • Assist in resolving customer-impacting technology issues • Manage system access and users (creation, modification and deletion) across systems, email and company tools • Ensure correct system usage and adherence to defined processes • Train employees on the use of tools, systems and processes • Research, test and implement new technologies and tools (including AI) to increase efficiency • Structure and organize systemic requests and improvements with business areas