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.

As Customer Experience & Operations Manager, you'll take overall ownership of the companies post-sales department - ensuring every customer receives an exceptional experience, from booking through to the completion of their holiday.

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

Interested?
Please click APPLY below or contact (url removed)