Head of Sales and Service

Are you an ambitious sales and service leader ready to take the next step in your career? We're looking for a Head of Sales & Service to take ownership of sales performance, customer operations and team development within a growing travel business. This is a genuine leadership opportunity, reporting directly to the CEO with the potential to become a key member of the senior leadership team. You'll have the autonomy to make decisions, improve processes and directly influence the future growth of the business.

You'll take responsibility for the performance of sales and customer operations, ensuring the business delivers both exceptional customer service and strong commercial results. Key responsibilities will include:

• Own sales performance across multiple brands and channels, including conversion, average booking value, margin and cost of sale.
• Lead and develop the customer operations function, working through an existing manager and wider team.
• Identify opportunities to improve conversion, sales performance and customer retention.
• Ensure high-value and complex enquiries receive the right level of expertise and attention.
• Develop and grow B2B/trade sales channels and strategic commercial relationships.
• Work closely with marketing to improve lead quality, conversion and customer acquisition.
• Take ownership of customer satisfaction, service standards and complex escalations.
• Manage supplier issues, itinerary changes and difficult customer situations with sound commercial judgement.
• Set clear objectives, KPIs and performance standards across the sales and operations teams.
• Coach and develop managers and team members, building a strong internal talent pipeline.
• Recruit and build the team as the business grows.
• Use data and commercial insight to identify performance issues and implement improvements.
• Work closely with technology teams to identify opportunities for automation, process improvement and efficiency.
• Contribute to business planning, budgeting and wider commercial strategy.
• Deputise for the Chief Executive on operational matters and increasingly take ownership of the day-to-day running of the business.

About You

We're looking for someone who has already demonstrated strong management capability and is ready for a step up. You'll ideally have:

• Several years' experience in travel industry sales, customer service or operations, including experience managing a team.
• A proven track record of improving commercial and operational performance.
• Strong understanding of conversion, average booking value, margin and cost of sale.
• Excellent analytical and numerical skills, with the ability to make decisions based on data.
• Experience leading through other managers and developing high-performing teams.
• Strong customer service skills and the confidence to handle complex or escalated situations.
• Excellent communication, leadership and stakeholder management abilities.
• A proactive, hands-on approach and the confidence to challenge existing processes.
• The ability to thrive in a fast-moving, entrepreneurial environment where you'll both lead and get involved.
• Travel industry experience would be advantageous, particularly within adventure travel, touring or other high-value travel products.

Why Join?

• £50,000–£60,000 DOE + performance bonus
• Hybrid working – minimum 3 days per week in the London office.
• 25 days' holiday plus bank holidays.
• Company pension scheme.
• Discounts across the company's travel portfolio.
• Direct exposure to the CEO and senior leadership.
• Genuine autonomy to shape sales, operations, technology and processes.
• A clear opportunity to grow into a broader senior leadership position as the business develops.

This is much more than a traditional Head of Sales role. It's an opportunity to take ownership of an entire operating function, develop a team, influence strategy and become a key part of the leadership team within an ambitious and growing travel business. If you're ready for a genuine step up and want the opportunity to make a measurable impact, we'd love to hear from you.