Priscilla John

Business Growth Leader with 13+ years of experience in Sales Leadership, Product Management, Business Development and Commercial Strategy. Over the years, I have progressed from frontline sales into business leadership by driving business growth, building high-performing teams, developing products and improving business performance. In my most recent role at TripFactory, I led Product & Sales for Japan and Australia, helping grow the company's long-haul business.

My experience spans product development, sales, business growth, strategic partnerships, hotel contracting and customer experience. I enjoy building businesses, developing people and building products that deliver value to customers and business partners.

Head – Business Growth | Product & Sales – Japan & Australia at TripFactory Pvt. Ltd. (2024-01 – 2026-05)

Led business growth, product development, sales and partner management for the Japan and Australia businesses across B2B and B2C channels.

• Led business growth for the Japan and Australia portfolios.
• Developed and launched flagship products including the Japan Golden Route, Alpine Route, Pure Veg Tours and Cherry Blossom Departures (GIT).
• Managed a monthly business portfolio of approximately ₹8 Crore.
• Conducted competitor benchmarking, pricing reviews and destination research.
• Worked with airlines, hotels, DMCs and suppliers to strengthen product competitiveness.
• Expanded the Australia portfolio by introducing new itineraries and strengthening destination positioning.
• Conducted destination webinars and product training for 1,000+ travel partners.
• Built and expanded B2B partner relationships across India.
• Managed FIT, Group and Corporate travel requirements for key customers and partners.
• Led hotel contracting with leading hospitality brands including Taj, ITC, Royal Orchid, Club Mahindra, Fortune, Sterling, Lemon Tree, Windflower and Tamarind.
• Built and developed 300+ employees across multiple hiring batches while directly leading teams of approximately 50 sales professionals.
• Introduced structured onboarding, Knowledge Hour sessions and capability-building programmes.
• Conducted daily sales reviews, pipeline reviews and coaching sessions.
• Worked closely with Product, Technology and Operations teams to improve customer experience and operational efficiency.
• Handled customer escalations and post-travel concerns, helping rebuild customer confidence and improve repeat business.
• Resolved customer concerns through proactive service recovery, helping improve customer satisfaction and retention.

Manager – Product Training, Capability Development & Client Success at Nexus DMC (B2B verticle of TripFactory Pvt Ltd) (2021-08 – 2023-03)

Led training and business support for travel partners, working closely with Product, Sales and Marketing teams.

• Designed and implemented structured onboarding programmes for travel partners.
• Conducted destination training, webinars and workshops for 5,000+ travel partners.
• Developed destination manuals, training materials and sales guides.
• Created learning programmes to improve destination knowledge and product understanding.
• Supported travel partners through onboarding, regular training and product guidance.
• Worked with the Product team to develop training content for new destinations and products.
• Reviewed partner learning progress and identified areas for additional coaching and support.
• Developed partner profiling plans to improve engagement and product awareness.
• Conducted knowledge sessions for internal sales teams.
• Represented the company at destination events, partner meetings and training programmes.

Process Onboarding Manager at TripFactory Pvt. Ltd. (2017-03 – 2020-03)

Led the onboarding and development of newly hired Destination Experts, preparing them to independently manage sales within the first 60 days.

• Designed and managed the complete onboarding programme for newly hired Destination Experts.
• Developed structured learning plans covering destination knowledge, products, systems, sales process and customer service.
• Created destination training videos for the company's official YouTube channel covering Hong Kong, Singapore, Malaysia, Kerala, Sri Lanka, Andaman, South India and Dubai.
• Conducted classroom training, mock calls and practical sessions to prepare new hires for customer interactions.
• Trained new hires on quote preparation, itinerary planning and the complete sales process.
• Conducted daily one-on-one reviews to monitor call quality, lead handling, follow-ups, negotiations and sales progress.
• Evaluated each trainee through regular assessments, feedback sessions and performance reviews.
• Worked closely with Team Leaders to ensure a smooth handover of trained Destination Experts after successful completion of the onboarding programme.
• Maintained individual progress reports and improvement plans for every trainee throughout the onboarding period.
• Successfully prepared 90%+ of each batch to achieve a 20–25% conversion rate before being handed over to the sales teams.
• Helped build confident and sales-ready Destination Experts who consistently met the required performance standards.
• Identified high-performing Destination Experts and mentored them to become Process Onboarding Managers, ensuring consistency in onboarding and training standards.

Destination Specialist – Sales at TripFactory Pvt. Ltd. (2014-12 – 2016-03)

Joined TripFactory during its early startup phase, contributing to sales, product development, content building, supplier onboarding and customer support while helping build the company's domestic holiday business.

• Managed B2C sales for customised domestic holiday packages.
• Designed personalised holiday itineraries based on customer requirements and budgets.
• Built strong customer relationships through consultative selling and personalised service.
• Provided chat and phone support to customers throughout their holiday planning journey.
• Created and updated website content for domestic holiday products and destinations.
• Worked with the Product team to build and improve the domestic holiday portfolio.
• Identified and onboarded hotels, suppliers and DMCs across India to strengthen the product offering.
• Conducted meetings with suppliers to build long-term partnerships and expand the supplier network.
• Worked closely with internal teams to improve products, pricing and customer experience.
• Recognised for exceptional customer engagement, with sales chats and call recordings used as training examples for new team members.

Customer Support Executive → Subject Matter Expert (Hotels) → Key Account Manager at Via.com (2009-09 – 2014-06)

Started my career in customer support and progressed across Flights, Hotels and Travel Insurance before being promoted to manage key corporate accounts.

• Supported travel agents with flight bookings, cancellations, refunds and ticketing enquiries.
• Worked with the Hotels team to manage hotel reservations, contract loading, rate updates and pricing.
• Supported the launch of the Travel Insurance business and managed travel insurance bookings and customer enquiries.
• Promoted to Subject Matter Expert (SME) for the Hotels business, providing operational support, product guidance and knowledge sharing across the team.
• Promoted to manage key corporate accounts including IBM, ABB, Puma, Axis Bank and Genpact.
• Managed end-to-end travel bookings for corporate FIT and group travel requirements.
• Built strong relationships with corporate clients by providing timely support and reliable service.
• Coordinated with airlines, hotels and suppliers to ensure smooth travel arrangements.
• Resolved booking issues and handled customer requests to maintain high service standards.