Operations & Customer Experience Manager

Job title: Operations & Customer Experience Manager

This is an exciting opportunity to join a dynamic, ambitious, highly-driven team, who are all about collaboration, clear communication and operational excellence. You'll be joining a company that values structure, continuous improvement and a hands on approach to delivering unforgettable trips.

As Operations & Customer Experience Manager, you'll play a senior and highly practical role in ensuring every customer enjoys a smooth and well managed experience from booking through to completing their trip. You'll oversee many aspects, including pre departure communications, supplier relationships, trip logistics and more -ensuring all operational processes are delivered accurately and on time. It's a varied position that blends administration, supplier management, customer experience and operational problem solving, with opportunities for UK and overseas travel.

This role is ideal for someone who is exceptionally organised, calm under pressure and confident managing complex group travel operations. You'll bring experience in all aspects of travel package administration, working with suppliers, handling escalated customer issues and responding to incidents overseas. Strong communication skills, excellent attention to detail and a solid understanding of how travel packages are built are essential. You'll thrive in a role that requires initiative, accuracy and relationship building, and you'll be motivated by delivering safe, seamless and memorable experiences. For the right person, there is also a clear pathway to progress into senior operational leadership.

The role is hybrid, with an expectancy of c.2 days per week in the London office. However flexibility is needed during peak times within the business.

If this sounds like it could be your next exciting career step, please get in touch ASAP with your CV.