Operations Manager

Are you an experienced Customer Experience / Operations Manager within the Travel Industry? Do you have a keen interest in Activity / Sport focussed holidays? Look no further!

We are working with a reputable London based Travel company, who specialise in cycling holidays - they are looking for an experienced Customer Experience Manager to join their small team.

The role:

• Leading and developing the post-sales team, with direct line management and day-to-day oversight of team members.
• Defining and governing the end-to-end post-sales operation - spanning customer communications and the administrative execution of bookings, including accommodation, bike hire, transfers and amendments - establishing the standards, workflows and escalation paths that the team is held to.
• Holding overall accountability for the operational integrity of travel documentation and group management, ensuring processes are robust, scalable and consistently well-executed.
• Directing the strategy, planning and delivery of their sportive and event programme internationally - including flagship events in Mallorca, France and the Dolomites - and representing the company on the ground to ensure delivery meets the standard our customers expect.
• Driving continuous improvement across the department through new processes, automation and operational best practice.
• Leading the implementation and delivery of new systems and technologies, including a customer ticketing platform and AI-assisted customer support.
• Owning customer feedback, service levels and operational KPIs, using data to identify and act on opportunities to improve efficiency, customer satisfaction and commercial performance.
• Partnering closely with the Sales team to ensure a seamless customer journey and support the business's future growth

The person:

• 5+ years' experience in a customer service management or team leadership role (within Travel)
• Strong working knowledge of CRM and customer service/ticketing systems, with the ability to identify and implement the right tools for the business.
• A proven track record of driving process improvement and delivering measurable gains in service quality and efficiency.
• Experience managing projects end-to-end, from scoping through to delivery.
• Confident using AI tools and automation to enhance customer service processes.
• Strong people leadership skills, with experience developing and motivating a team
• A love or knowledge of cycling (not essential, but a bonus!).

The package?

• A salary of circa £35,000 (depending on experience)
• Monthly Team Bonus: £250 per month if the company achieves its monthly team margin target, plus a Bi-Annual Company Bonus based on overall business performance.
• Monday to Thursday, you'll be based in our Holborn office, with the option to work from home on Fridays.
• Annual Leave: 25 days plus bank holidays.
• Cycle to Work Scheme.
• Discounted holidays for you and your family.
• Workplace pension.
• Charity Volunteer Programme

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