Job Description
The focus of the Operations Manager role is to drive exceptional service delivery through the operational teams for Sport Travel Experiences and Further & Higher Education Travel, including Festivals and Events. Primarily, you will ensure that our customers experience is exceptional and industry leading.
After returning to pre-pandemic booking levels, your role will be to ensure operational procedures are in place to deliver current and projected growth volumes, in line with our growth targets.
You will lead the way in liaising with customers and suppliers to ensure trips and events are delivered successfully whilst ensuring budgeted margins are maximised.
Regular travel across the UK and overseas is essential. Amongst others, visiting Disneyland Paris to attend our events and key European destinations to meet suppliers, you will be tasked to build long lasting relationships with our suppliers and in turn further develop our product offerings.
This is a really exciting opportunity for someone who wants to make a lasting difference in shaping the future of event operations, lead a growing team to deliver exceptional service and build life long client relations.
Main Responsibilities
Accountability for driving the team to deliver operational excellence of tours and events throughout the year
- Direct line responsibility for the Tour Consultants & Admin Support team as well as the Operations and Support team
- Consistent leadership in the delivery exceptional customer service practice, engaging the team to take full ownership of the customer journey from start to finish
- Gain a deep understanding of the operational process and identify development areas
- Working with the Head of Brand to ensure the department is structured to scale with the business
- Supporting the team on tailor making itineraries reflecting the requirements of the group whilst also ensuring an efficient and scalable working process
- Working with Head of Brand and Commercial Team to ensure costings are correct for events and tours and delivered within budget
- Keeping track of Event and Festival retention rates and ensuring the group standard is achieved
- Actively managing Tour Consultant retention rates
- Liaising with suppliers / colleagues to negotiate and confirm travel, accommodation and visit requirements
- Ensuring all tours are completed within set budgets and client payments are received in the agreed time frames
- Development of “life-long” relationships with both client and supplier
Sound product knowledge, including... understanding of group travel operational delivery and/or large scale event
- Regularly visiting key destinations and taking part in inspection visits
- Regular Travel to events mainly delivered in Disneyland Paris & UK currently
- Building close and successful relationships with current partners, focused on getting the best value and service
People management responsibilities including…
- Delivery of regular 1:1’s and performance reviews to manage individuals performance
- Development of motivational team & individual KPI’s to help support department outcomes, including service timelines, SLA’s and sales targets
- Conduct weekly team meetings
- Regular meetings with Head of Brand to discuss potential developments and business direction
Essential Skills Required
- Proven experience and full understanding of delivering exceptional customer service
- Proven experience in operational delivery / event management
- Proven experience in leading teams and managing KPIs
- Ability to resolve problems, drive solutions, work under pressure and meet deadlines
- Ability to work under own initiative, and essentially as part of a wider team
- Excellent verbal and written communication skills and accurate written and spoken English
- Commercial & financial awareness and strong numeracy
- Knowledge of the School Travel Market desirable
- Destination knowledge, in particular Europe, desirable
Job Type: Full-time
Salary: £40,000.00-£45,000.00 per year
Benefits:
- Company pension
- Private medical insurance
Schedule:
Supplemental pay types:
- Bonus scheme
- Performance bonus
Education:
- A-Level or equivalent (preferred)
Experience:
- Operations management: 3 years (preferred)
Work Location: One location