Head of Travel Customer Service Delivery

Head of Travel Customer Delivery

Base Salary to £60,000 + Bonus and Great Benefits

Hybrid - Central London

Our client is a fast-growing luxury travel company who specialise in worldwide bespoke travel itineraries.

They create unforgettable tours which are focused on personalised design, authentic experiences, and responsible travel.

Due to growth, they are now recruiting for a Head of Travel Customer Service Delivery.

This is a newly created pivotal role which will focus on enhancing the experience and loyalty of repeat clients, driving higher conversion rates and retention.

Working in conjunction with the head of sales and travel teams, the role will involve the analyse every aspect of repeat client interactions and identifying opportunities to refine and elevate their journey.

To be considered for the role, candidates must have previous senior travel luxury industry experience with customer services or sales working with HMW clients.

This role is offered on a hybrid basis - Central London

Head of Travel Customer Service Delivery Responsibilities:

Develop and implement strategies that elevate the experience for repeat and referral clients, ensuring each journey surpasses the last.

Analyse communication(written and verbal) and recommend improvements to maximise conversion rates and enhance client engagement.

Provide actionable insights and recommendations to senior leadership to shape elevated service guidelines for repeat and referral clients.

Establish and refine minimum standards for repeat and referral clients to ensure a consistently elevated experience for repeat travellers.

Identify and address patterns in non-converted repeat enquiries, driving targeted improvements to boost overall conversion rates.

Directly engage with non-booking repeat clients (2+ trips) to understand their experience, share insights, and shape future interactions.

Head of Travel Customer Service Delivery Experience Required:

Previous management in sales and client service, ideally with HNWIs in luxury travel is essential

Strong skills in resolving complex client complaints.

Analytical expertise for interpreting data and identifying trends.

Exceptional communication skills with a diplomatic approach.

Stakeholder management experience and ability to align cross-departmental objectives.

Resilient, solution-focused mindset with commercial acumen.

Passion for continuous learning and improvement.

Head of Travel customer Delivery Salary and Benefits:

Competitive base salary to £60,000 depending on experience

Annual bonus up to 15% based on key KPIs.

Flexible working policy.

25 days of annual leave plus bank holidays.

Familiarisation trips to experience the company's offerings.

Collaborative and inclusive workplace.

Hybrid working

Dog friendly office

To apply for the Head of Travel Customer Delivery role, please email your CV and a member of the team will be in contact to discuss your application