Operations Manager

Are you an experienced Customer Experience / Operations Manager within the Travel Industry? Do you have a keen interest in Activity / Sport focussed holidays? Look no further! We are working with a reputable London based Travel company, who specialise in cycling holidays - they are looking for an experienced Customer Experience Manager to join their small team. The role: Leading and developing the post-sales team, with direct line management and day-to-day oversight of team members. Defining and governing the end-to-end post-sales operation - spanning customer communications and the administrative execution of bookings, including accommodation, bike hire, transfers and amendments - establishing the standards, workflows and escalation paths that the team is held to. Holding overall accountability for the operational integrity of travel documentation and group management, ensuring processes are robust, scalable and consistently well-executed. Directing the strategy, planning and delivery of their sportive and event programme internationally - including flagship events in Mallorca, France and the Dolomites - and representing the company on the ground to ensure delivery meets the standard our customers expect. Driving continuous improvement across the department through new processes, automation and operational best practice. Leading the implementation and delivery of new systems and technologies, including a customer ticketing platform and AI-assisted customer support. Owning customer feedback, service levels and operational KPIs, using data to identify and act on opportunities to improve efficiency, customer satisfaction and commercial performance. Partnering closely with the Sales team to ensure a seamless customer journey and support the business's future growth The person: 5+ years' experience in a customer service management or team leadership role (within Travel) Strong working knowledge of CRM and customer service/ticketing systems, with the ability to identify and implement the right tools for the business. A proven track record of driving process improvement and delivering measurable gains in service quality and efficiency. Experience managing projects end-to-end, from scoping through to delivery. Confident using AI tools and automation to enhance customer service processes. Strong people leadership skills, with experience developing and motivating a team A love or knowledge of cycling (not essential, but a bonus!). The package? A salary of circa £35,000 (depending on experience) Monthly Team Bonus: £250 per month if the company achieves its monthly team margin target, plus a Bi-Annual Company Bonus based on overall business performance. Monday to Thursday, you'll be based in our Holborn office, with the option to work from home on Fridays. Annual Leave: 25 days plus bank holidays. Cycle to Work Scheme. Discounted holidays for you and your family. Workplace pension. Charity Volunteer Programme #J-18808-Ljbffr