Head of Content Operations Maternity Cover

Hybrid Folkestone – 3 days per week in our Folkestone Office.

Here at Saga, we are looking for a Head of Destination Experience (Operations). This role leads the Shore Excursions department, creating Saga bespoke, innovative, safe, value for money, market leading included and optional excursions.

Key Responsibilities:

• Leading the team with financial management and contracting responsibility.
• Playing a key role in itinerary planning, preparation of material, briefings, quality control and execution of excursions for guest experience.
• Building and maintaining business relationships.
• Responsible for establishing a positive, long-term relationship with shore excursion agents and DMCs.
• Managing supplier relationships and addressing any areas of concern or uncertainty which could adversely impact on the quality of service.
• Negotiating best price for shore excursions and shuttle buses.
• Ensuring all shore excursion cost set up including contract set up is accurate and error free to maximise revenue and margins in line with brief and agreed policies.
• Proposing department's financial budgets for approval.
• Managing financial budgets, including forecasting and appropriate cost controls.
• Signing off and ensuring all contracts meet latest Saga Cruises legal requirements.
• Monitoring guests' satisfaction levels and trends, related to all services through the constant analysis of scores, questionnaires & ship reporting.
• Briefing and cooperating with our marketing team to ensure the correctness of any company collateral, brochures, and website content.
• Championing product and ensuring that all products are capable of delivering the highest levels of quality that Saga demands.
• Ensuring that proposed products are in line with insurance risk guidelines and do not contradict Health and Safety guidelines.
• Refining the product by analysing competitors’ products, monitoring their activity and devising appropriate responses.
• Ensuring new tour details are provided to the Content Team that truly reflects and does justice to the contracted excursions.

Requirements:

• Talent development.
• Commercial, influencing and analytical background.
• Travel experience - European and worldwide knowledge.
• Flexible and willing to travel (Europe and International) as part of the role when required.
• Flexible and adaptable with outstanding attention to detail.
• Mentoring, coaching and team management.
• Understanding of budget planning and P&L Management.
• Strong commercial acumen.

Benefits:

• 25 days holiday + bank holidays.
• Option to purchase additional leave up to 5 extra days.
• Pension scheme matched up to 10%.
• Annual bonus - Up to 15%.
• Car Benefit – cash allowance - £4800 per annum.
• Free private medical insurance after 1 years' service.
• Life assurance policy on joining us.
• Wellbeing programme.
• Colleague discounts including family discounts on cruises and holidays.
• Range of reductions and offers from leading retailers, travel groups and entertainment companies.
• Enhanced maternity and paternity leave.

About the Company:

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service.

At Saga, we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. Fair consideration is given to applications from all applicants, including those with disabilities and those who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.