Senior Customer Operations Manager - Flights & Accommodation

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

As part of the Customer Operations team and reporting to the Head of Customer Operations, you will be instrumental in driving exceptional customer outcomes by managing and enhancing relationships with our accommodation and flight supply partners. Operating within a marketplace business, your role is crucial in fostering seamless collaboration with our supply partners to ensure superior service delivery at every stage of the customer journey. You will serve as a key liaison between supply partners and internal teams, collaborating closely with the Commercial Supply team to align priorities and resolve challenges. Additionally, you’ll lead our UK based teams as well as our outsourced partner team based in India, working cross-culturally to motivate, guide, and ensure high performance from agents managing customer interactions and supply relationships. By focusing on operational excellence, enhancing customer satisfaction (CSAT) and Net Promoter Scores (NPS), and fostering continuous improvement, you will contribute significantly to creating a frictionless, world-class customer experience. This hybrid role, based in Hammersmith, London (two days a week), will require regular overseas travel to India and Europe to engage with offshore teams and supply partners.

Your day-to-day:

• Partner Collaboration & Relationship Management - Build and nurture strong relationships with accommodation and flight supply partners to ensure seamless customer experiences. Collaborate with partners to address recurring challenges, innovate processes, and enhance the end-to-end customer journey. Lead Monthly Business Review (MBR) meetings with supply partners, sharing insights and trends from customer interactions to drive systemic improvements.
• Operational Excellence - Lead the Accommodation, Aviation, and Flight Disruption teams to achieve and exceed KPIs, including CSAT, NPS, and SLA commitments. Continuously monitor and refine processes, ensuring they are documented, controlled, and optimised to address customer needs effectively. Analyse performance metrics (daily/weekly/monthly) to identify areas for improvement and implement corrective actions.
• Team Leadership - Motivate, guide, and drive high performance within a culturally diverse team of agents, fostering an inclusive and collaborative environment. Act as the go-to leader for the Accommodation and Aviation teams, providing strategic guidance, answering queries, and offering regular updates on progress. Support and deputise for the Head of Customer Operations in cross-departmental meetings and strategic planning initiatives.
• Customer Advocacy & Problem Solving - Act as a customer advocate, identifying and resolving friction points in booking amendments and other processes. Collaborate with internal teams, such as Customer Success, Supply Tech, Commercial Supply, PR/Brand and Legal, to address root causes of issues and deliver long-term solutions. Champion customer-centric practices, ensuring every interaction enhances the customer journey.
• Cross-Functional Collaboration - Work closely with internal departments to resolve issues impacting other teams, such as Pre-Travel Customer Service, and ensure alignment on shared goals. Challenge existing processes, driving innovation and efficiency improvements to better serve customers.
• Travel & Stakeholder Engagement - Liaise extensively with offshore teams in India and supply partners across Europe, requiring regular travel to maintain strong relationships and ensure alignment.

Your skillset:

• Strong stakeholder management skills with a track record of building productive relationships across internal teams and external partners.
• Deep commitment to customer satisfaction with a passion for improving the customer journey and driving customer loyalty.
• Excellent communication skills, including the ability to prepare and present insights to senior leadership and stakeholders.
• Experience working with offshore contact centres and supply partners, with the ability to lead and collaborate across multicultural teams.
• You’ll have a data driven and analytical mindset with experience using data to identify root causes, drive decisions, and improve operational outcomes.
• Familiarity with leveraging technology to automate processes, gather insights, and improve operational efficiency.

Not necessary but would be desirable to have:

• Expertise/knowledge of the Accommodation supply and/or Aviation sector highly advantageous.
• Proven experience in Back Office Contact Centre Management with a strong understanding of operational processes and best practices.
• Demonstrated success in optimising workflows, streamlining operations, and improving productivity.

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits: Company pension contributions at 5%. Individualised training budget for you to learn on the job and level yourself up. Discounted holidays for you, your family and friends. 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum. Enhanced maternity/paternity leave. Cycle to work scheme, season ticket loan and eye care vouchers.

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

Screening call with Talent Acquisition Partner - 30 mins. Interview with Hiring Manager + including a key stakeholder - 60 mins. Final interview with Hiring Manager, Commercial Supply Director + CX Director - 60 mins.