Job Description
Operations & Customer Experience LeadWe are recruiting on behalf of a fast-growing travel business that specialises in delivering large-scale international experiences for young adults. With ambitious growth plans and a strong reputation in its niche sector, the company is now looking for an Operations & Customer Experience Manager to join its small, high-performing team.
This is a senior, hands-on operational role responsible for ensuring trips and programmes run smoothly from booking through to departure and beyond. You will oversee supplier relationships, participant communications and operational planning, while also playing a key role in managing incidents and ensuring a consistently high standard of customer experience.
The role offers the opportunity to work in a dynamic, purpose-driven organisation with the chance to travel and develop your career within operations leadership.
Operations & Customer Experience Lead - What will I be doing? Overseeing the operational delivery of group travel programmes from booking through to trip completion Managing relationships with suppliers including airlines, ground partners and operational service providers Ensuring all trips are planned efficiently with strong attention to cost control, logistics and safety Managing pre-departure communications and ensuring participants are fully prepared ahead of travel Handling customer enquiries and escalated issues, ensuring a professional and supportive resolution Monitoring operational processes and identifying improvements to systems and workflows Supporting recruitment and management of trip staff and operational contractors Acting as a key point of contact during live trips when operational incidents arise Maintaining operational documentation, reporting and internal processes across the business
Operations & Customer Experience Lead- What experience do I need?
- Experience managing group travel operations within a tour operator or travel business is essential
- Strong understanding of how travel packages are built and delivered operationally
- Experience negotiating and managing supplier relationships is essential
- Ability to handle complex customer situations and operational incidents calmly and professionally is essential
- Strong organisational skills with excellent attention to detail
- Experience using CRM or booking systems to manage participant data
- Confident communicator who can work effectively with both suppliers and customers
- It would also be beneficial if you have experience managing staff or coordinating operational teams.
Operations & Customer Experience Lead - What else do I need to know? Hybrid working with approximately three days per week in a central London office Some travel may be required, including the opportunity to join trips delivered by the business Participation in an on-call rota during live programmes Excellent opportunity to grow within the business with clear progression into senior operational leadership roles Generous annual leave allowance and a collaborative team environment within a growing travel company
