General Manager - Inbound Travel

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Location:
Long Bien, Hanoi, Vietnam (On-site)
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Company:
VILAND Travel
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Salary:
Negotiable based on experience and qualifications
About VILAND Travel
VILAND Travel is an inbound tour operator specializing in tailor-made and private tours across Vietnam and Indochina. We serve international travelers from the USA, Europe, Australia and Asia, delivering personalized travel experiences with a strong focus on service quality, operational excellence and value for money.
As we continue to develop our inbound business, we are looking for a commercially driven
General Manager - Inbound Travel
to lead the overall performance of our Inbound business unit.
This role will oversee and align Sales, Operations, Marketing, HR and Finance/Accounting to achieve the company's business objectives. The successful candidate will combine strategic thinking with hands-on execution, using financial data and performance metrics to drive revenue growth, profitability, team productivity and customer satisfaction.
Key Responsibilities
1. Business Strategy & Overall Performance
Develop and execute the annual business plan for the Inbound business unit in alignment with the company's overall strategy.
Translate business objectives into clear departmental targets, individual KPIs, budgets and action plans.
Lead cross-functional collaboration across Sales, Operations, Marketing, HR and Finance/Accounting to ensure all teams work toward shared business goals.
Identify growth opportunities in key source markets, customer segments, destinations and travel products.
Report business performance, risks and strategic recommendations directly to the CEO.
2. Sales & Revenue Growth
Lead the Sales team in achieving revenue, gross profit and conversion targets.
Monitor the sales funnel and individual performance, including lead response time, inquiry-to-booking conversion rate, average booking value, revenue and gross profit per salesperson.
Analyze lead quality, sales pipeline, lost bookings and conversion barriers to improve sales effectiveness.
Establish clear sales targets, performance reviews and accountability across the team.
Work with Marketing to align lead generation with sales capacity, target customer profiles and revenue objectives.
3. Marketing Performance & Lead Generation
Work closely with Marketing to develop and execute marketing strategies that support business growth.
Monitor marketing spend, cost per lead (CPL), lead quality, lead-to-booking conversion and customer acquisition cost (CAC), where measurable.
Evaluate campaign performance against qualified leads, bookings, revenue and gross profit rather than lead volume alone.
Ensure effective collaboration between Marketing and Sales through clear lead qualification criteria, tracking and feedback processes.
Optimize marketing budgets and channel allocation based on measurable business results.
4. Operations & Service Delivery
Oversee the Operations team to ensure accurate tour planning, reliable service delivery and a consistently high customer experience.
Ensure effective coordination between Sales, Product, Operations, tour guides and suppliers throughout the customer journey.
Monitor tour costs, supplier rates, service quality, operational efficiency and gross profit margins.
Establish and improve SOPs, quality standards and issue-escalation procedures.
Resolve major operational issues and implement corrective actions to prevent recurrence.
5. Financial Management & P&L Ownership
Take ownership of the Inbound business unit's profit and loss (P&L), including revenue, gross profit, operating expenses and overall profitability.
Develop and manage annual budgets, revenue forecasts, cost plans and financial performance targets.
Monitor key financial indicators, including gross profit margin, operating costs, marketing efficiency, personnel costs and profitability by tour, market or sales channel where data is available.
Work closely with Finance/Accounting to review monthly financial reports, budget variances, cash flow and outstanding payments.
Identify cost-saving opportunities without compromising customer experience or service standards.
Use financial and operational data to make timely decisions and improve business performance.
6. People Management & Organizational Development
Lead and align the Sales, Operations, Marketing, HR and Finance/Accounting functions toward shared business objectives, with clear responsibilities and measurable outcomes.
Work with HR to plan manpower requirements, recruit key talent, develop employees and improve retention and productivity.
Establish departmental and individual KPIs, review performance regularly and implement improvement plans where needed.
Develop team leaders, strengthen management capability and build a culture of ownership, collaboration and accountability.
Work with Finance/Accounting and HR to monitor headcount, payroll budgets and personnel costs against business performance.
7. Reporting & Continuous Improvement
Establish a regular business review process covering revenue, profitability, sales conversion, marketing efficiency, operational performance and people metrics.
Ensure that key business data is accurate, timely and actionable.
Identify performance gaps, investigate root causes and drive cross-functional improvement initiatives.
Present monthly business performance reports and recommendations to the CEO.
Requirements
At least
5 years of experience in inbound tourism, travel business management or a related commercial role
, preferably in Vietnam or the Indochina market.
At least
2 years of experience leading teams or managing multiple business functions
; experience managing an inbound business unit is strongly preferred.
Demonstrated understanding of business P&L, budgeting, forecasting, gross profit margins and cost control.
Strong commercial and analytical skills, with the ability to interpret sales, marketing, operational and financial data.
Practical understanding of sales funnel management and performance metrics such as conversion rates, cost per lead, customer acquisition cost and revenue or gross profit per salesperson.
Experience aligning Sales, Marketing and Operations to improve lead conversion, service delivery and profitability.
Strong leadership, decision-making, problem-solving and stakeholder management skills.
Fluent English, both written and spoken, for working with international clients and partners.
Proficiency in Excel or Google Sheets; experience with CRM, sales reporting, marketing analytics or business intelligence tools is an advantage.
What We Offer
Competitive salary, negotiable based on experience and qualifications.
Performance-based bonus linked to business and individual results.
Social, health and unemployment insurance, together with statutory benefits in accordance with Vietnamese law.
Annual leave and public holidays in accordance with company policy and applicable regulations.
A leadership opportunity to shape the strategy, structure and performance of a growing inbound travel business.
Direct collaboration with the CEO and the opportunity to make a measurable impact on revenue, profitability and organizational development.
A collaborative, international working environment serving travelers from diverse markets.
Location & Working Schedule
Office:
70 Phu Vien Street, Bo De Ward, Long Bien District, Hanoi, Vietnam.
Monday-Friday:
On-site at the Hanoi office.
Saturday:
Online work / Work from Home.
How to Apply
Please send your English CV to [protected info].
Email subject:
General Manager - Inbound Travel - Full Name
We welcome commercially minded leaders who can connect strategy, people, processes and financial performance to build a sustainable and profitable inbound travel business.