Operations Manager

London Source: WhatJobs

See advert for pay

Operations & Customer Experience Manager

We are delighted to be partnering with a specialist travel company whose trips are about far more than the destination. Their travellers take on adventures and raise money for charity along the way, and come home having done something they will never forget.

The business is growing, and they are looking for a seasoned group travel operations professional to join them in a senior, hands-on role. You will take charge of how every trip comes together, look after travellers from the moment they sign up until well after they cross the finish line, and have a clear route to progress.

This role needs someone from a group travel background, ideally adventure, challenge or educational travel.

What will I be doing?

Owning the whole traveller journey, from the day someone signs up, through fundraising and getting trip-ready, to completing their challenge and the follow-up once they are home
Planning group trips end to end, picking the dates and airlines that give the best value, and pulling together ground services and logistics
Negotiating with airlines and overseas partners, keeping on top of contract deadlines, payments and refunds, and making sure they deliver what was promised
Keeping a close eye on how each group is getting on, from fundraising progress to how engaged their trip leaders are, and stepping in early with travellers, charities and leaders when someone needs a helping hand
Shaping the pre-departure experience, from briefing packs and online briefings to airport meet-and-greets
Recruiting and looking after the trip leaders, event managers and medics who travel with each group
Leading on budgets, forecasting and reporting
Line managing an Ops and Customer Experience Coordinator

What experience do I need?

Group travel is a must, and adventure, challenge or educational travel would be a real advantage
Hands-on experience managing travel operations, including putting together and running group travel packages
Strong customer experience skills, with genuine care for the people travelling and confidence handling queries and complaints
Strong supplier relationships, ideally including airline group desks and overseas ground partners
You have handled incidents overseas and know how to stay calm and take control
Confident with Excel and comfortable working in bespoke CRMs or booking systems
Commercially aware, with the confidence to take ownership and run with things independently
Experience managing staff would be a bonus
Knowledge of ATOL and ABTA requirements would also help
A degree or equivalent
Well travelled, with a real love of adventure travel or running