Operations & Customer Experience Manager

Operations & Customer Experience Manager
We 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 Manager - 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 Manager - 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 Manager - 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