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
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