Job Description

Head of Tour Management

Role Overview:

As the Head of Tour Management you will be responsible for leading and managing the Tour Manager team to ensure the delivery of exceptional customer experiences. This role involves providing support engagement and resources to the selfemployed Tour Manager community of over 300 members and direct line management of 4 internal staff. Building relationships with Tour Managers and collaborating with internal teams and engaging with Stakeholders on a daily basis really spearheading the department in a new direction.

Benefits:

• Extremely competitive salary circa 60K and benefits package.
• 33 days holidays including bank holidays
• Hybrid working model
• 4% contributorypension
• Opportunity to lead and develop a dynamic team.
• Collaborative and supportive work environment.
• Central location close to all major public transport links

Key Responsibilities:

• Lead manage and develop the internal team to provide efficient and highquality support to the Tour Manager community.
• Manage performance in line with service level agreements and drive continuous improvement in service quality.
• Build professional relationships with Tour Managers from recruitment to exit and identify opportunities for enhancing customer experiences.
• Collaborate with internal teams and Tour Managers to develop tools resources and support for upskilling and performance improvement.
• Ensure regular feedback and support for Tour Managers performance including handling difficult conversations and terminations when necessary.
• Manage the Tour Manager Portal and document library to ensure relevant content and support for Tour Managers.
• Oversee the London based departure office to effectively support Tour Managers and customers.
• Facilitate engagement with the Tour Manager community through conferences webinars and communication forums.
• Lead the recruitment and induction of highquality Tour Managers and collaborate with key teams for a great experience.
• Cofacilitateworkshops writing new content for workshops deliver webinars to the community set up events/ conferences and present at them.

Key Skills and Experience:

• Strong leadership coaching and people management skills.
• Customercentric approach and strong communication skills.
• Commercial awareness and ability to drive operational efficiencies.
• Experience in driving projects to improve service delivery.
• Proficiency in using technology and digital tools particularly AI tools for operational effectiveness.
• Experience in administration HR or related leadership roles.
• Experience in the travel industry is desirable but not essential.

Join our team and play a key role in delivering exceptional customer experiences through our Tour Manager community by spearheading the department forward initiating changes and developing the team.

Please send your CV and lets discuss the role.

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Experience:

Director