Head of Client Experience

Steppes Travel; United Kingdom; Hybrid; GBP 125,000 - GBP 150,000; Full time

Job summary

A leading travel company based in the UK is seeking an experienced professional to elevate the client journey and oversee Travel Service Coordinators. This role requires continuous refinement of touchpoints, managing service standards, and leading product strategy implementation. The ideal candidate will have a proven track record in enhancing customer experiences and be proficient in managing teams. The position offers a flexible work environment and competitive benefits, including a salary dependent on experience.

Benefits

25 paid holidays

Pension plan and private healthcare

Team performance bonus

Work from home up to two days a week

Qualifications

• Proven experience in enhancing client experiences and service standards.
• Strong team management and development skills.
• Ability to analyze financial performance and make data-driven decisions.

Responsibilities

• Improve client journey across various touchpoints and channels.
• Manage and develop the Travel Services Coordinators.
• Implement the annual Creative and Commercial roadmap.

Skills

Client journey enhancement

Team management

Financial analysis

Customer experience strategies

Job description

The primary role is to elevate the client journey, oversee the Travel Service Coordinators and deliver product strategy.

• Elevating the client journey by continously refining touchpoints, service standards and communication to deliver world-class customer experience.
• Managing and developing the Travel Services Coordinators to ensure seamless operations and exceptional service delivery.
• Delivering product strategy and plans through implementing the annual Creative and Commercial roadmap across destinations and themes.

Client Journey:

• Work with Marketing to regularly look at how and what documentation we are providing to clients.
• Lead focus groups with clients to better understand how we could gain larger share of travel wallet, and gain insights to who else they are booking with and why.
• Continuously research what our competitors are doing to enhance client experience, to ensure that we remain relevant and are aware of potential new CX technology.
• Ensure that important information such as ‘Know Before You Go’ documentation is up-to-date and that it is easily accessible by clients.
• Focus on the concierge side of the business to add value to our clients.
• Check itineraries for layout, tone and surprise elements that elevate the experience.
• Supervise, motivate and monitor individual performance and lead performance appraisal reviews.
• Work closely with TSCs to develop and enhance the sales process through standardisation and speed of documentation, quality control of documentation, reporting on and monitoring confirmation documentation outstanding, and producing a balances outstanding report.

Product Strategy and Plans:

• Implement the annual Creative and Commercial roadmap across destinations and themes.
• Improve financial performance by monitoring product margins, analysing results and making adjustments to enhance profitability.
• Develop standout product content by researching, sourcing and curating unique experiences and properties that differentiate the Steppes Travel portfolio.

Reports:

Terms/Conditions:

• Hours of work – 09:00 – 17:30 hours, Monday to Thursday and 09:00 – 17:00 Friday
• Very occasional weekends and evenings if attending an event or travelling abroad on familiarisation trips
• Up to two working days per week from home
• Paid holidays – 25 days
• Salary – dependent on experience
• Pension, private healthcare and travel insurance – contributory after a six-month probationary period
• Team performance bonus

To Apply

Please email a covering letter and CV to [e-mail]

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