Operations & Customer Experience Manager
About the role
Are you an experience Operations Executive / Manager within the Travel / Education Travel Industry? Do you love all things Adventure / Challenge Travel? We have the role for you!
One of the UK's leading operators of challenge Travel / Events (UK & Abroad) are looking for an experience Operations and Customer Experience Manager to join their team!
The Operations Manager is a senior, hands-on role within the company, responsible for delivering a safe, good-value experience for our university student trip participants from booking through to the successful completion of their chosen challenge. This entails overseeing the pre-departure experience of participants as well as the management and booking of supplier services to ensure all trips are run safely and efficiently for all participants.
The role:
- Overseeing the overall operations / admin for scheduled trips / events
- Maintaining Trip Date Mapping documents to ensure all trips are planned efficiently, liaising with sales staff to ensure departure dates are optimised.
- Take responsibility for ensuring that trips are mapped on dates with the best value flight prices and choose the best value airlines for each routing, taking flight times, layovers, cost per person and contractual terms into account.
- Request, negotiate and agree trip-specific quotes/contracts with airlines as early as possible, ensuring the cost per travelling participant is minimised.
- Take ownership of the pre-departure information and support journey for all participants and ensure it is optimised (executed by the Ops and CX coordinator)
- Take responsibility for recruiting (advertising, interviewing, training and budgeting) for ICOs and Events Managers (treks, 3 peaks and marathons) and medics for all required trips.
- Provide the company's medic with a comprehensive list of all participants who have indicated a medical condition, obtain all advice in writing and provide feedback to other relevant staff where the medic determines that a participant is not fit to travel.
- Track departmental budget lines and provide forecasted figures on request
The Person:
- Experience in operations / administering group travel packages
- Building and maintaining professional relationships with suppliers
- Managed overseas incidents
- Experience with using custom CRMs
- Dealt with customer enquiries and complaints
- Experience of managing staff
- Travelled extensively
- Understanding of how travel packages are formed
- Strong IT literacy, especially spreadsheets
- Excellent written and oral communication skills
- Ability to deal professionally with people from different cultural contexts
- Creating and maintaining effective working relationships
- Good presentation skills
- Drive, ambition and a desire to hit targets and achieve results
- Passion for running and/or adventure travel
The package:
- A salary of circa £38,000 - 43,000 (depending on experience)
- Hybrid working - 3 days from home
- Office location in The City of London
- Monday - Friday working hours
- Opportunities to Travel
Interested?
Please click APPLY or contact [email protected]
