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- Tasks: Elevate client journeys and oversee Travel Service Coordinators for exceptional service.
- Company: Join a leading travel company focused on creating remarkable experiences.
- Benefits: Flexible working, competitive salary, private healthcare, and team performance bonuses.
- Why this job: Make a real impact on client experiences and shape the future of travel.
- Qualifications: Experience in client management and a passion for enhancing customer journeys.
- Other info: Dynamic role with opportunities for creativity and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
The primary role is to elevate the client journey, oversee the Travel Service Coordinators and deliver product strategy. Elevating the client journey by continuously refining touchpoints, service standards and communication to deliver world-class customer experience.
Managing and developing the Travel Services Coordinators to ensure seamless operations and exceptional service delivery. Delivering product strategy and plans through implementing the annual Creative and Commercial roadmap across destinations and themes.
Client Journey:- Work with Marketing to regularly look at how and what documentation we are providing to clients.
- Lead focus groups with clients to better understand how we could gain a larger share of travel wallet, and gain insights into who else they are booking with and why.
- Continuously research what our competitors are doing to enhance client experience, to ensure that we remain relevant and are aware of potential new CX technology.
- Ensure that important information such as ‘Know Before You Go’ documentation is up-to-date and that it is easily accessible by clients.
- Focus on the concierge side of the business to add value to our clients.
- Check itineraries for layout, tone and surprise elements that elevate the experience.
- Supervise, motivate and monitor individual performance and lead performance appraisal reviews.
- Work closely with TSCs to develop and enhance the sales process through standardisation and speed of documentation, quality control of documentation, reporting on and monitoring confirmation documentation outstanding, and producing a balances outstanding report.
- Implement the annual Creative and Commercial roadmap across destinations and themes.
- Improve financial performance by monitoring product margins, analysing results and making adjustments to enhance profitability.
- Develop standout product content by researching, sourcing and curating unique experiences and properties that differentiate the Steppes Travel portfolio.
- Terms/Conditions:
- Hours of work – 09:00 – 17:30 hours, Monday to Thursday and 09:00 – 17:00 Friday
- Very occasional weekends and evenings if attending an event or travelling abroad on familiarisation trips
- Up to two working days per week from home
- Paid holidays – 25 days
- Salary – dependent on experience
- Pension, private healthcare and travel insurance – contributory after a six-month probationary period
- Team performance bonus
To Apply: Please email a covering letter and CV to talent@steppestravel.com
Our knowledge, curiosity and expertise set us apart, driving us to create remarkable holidays and Beautiful Adventures tailored perfectly to you, carefully curated to help protect and conserve our planet. Are you ready to Discover Extraordinary?
Head of Client Experience employer: Steppes Travel
Contact Detail:
Steppes Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Experience
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those who work in client experience. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at events or through mutual connections, be ready to discuss how you've elevated client experiences in the past. Real-life examples make a lasting impression.
✨Tip Number 3
Stay updated on industry trends! Research what competitors are doing to enhance client experiences and be prepared to share your insights during interviews. This shows you're proactive and genuinely interested in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on being part of our team and understand the importance of a seamless application process.
We think you need these skills to ace Head of Client Experience
Some tips for your application 🫡
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Make sure to highlight your passion for elevating client experiences and how your skills align with our mission. Keep it engaging and personal, showing us why you're the perfect fit for the Head of Client Experience role.
Tailor Your CV: Don’t just send a generic CV! Tailor it to reflect your experience in managing teams and enhancing customer journeys. Use keywords from the job description to show us you understand what we’re looking for and how you can contribute to our goals.
Showcase Your Achievements: We love seeing results! When detailing your past roles, focus on specific achievements that demonstrate your ability to improve client experiences and drive product strategy. Numbers and examples speak volumes, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Steppes Travel
✨Know the Client Journey Inside Out
Before your interview, dive deep into understanding the client journey as outlined in the job description. Familiarise yourself with how touchpoints and service standards can be refined to enhance customer experience. Be ready to discuss specific examples of how you’ve improved client interactions in previous roles.
✨Showcase Your Leadership Skills
As a Head of Client Experience, you'll be managing Travel Service Coordinators. Prepare to share your leadership style and how you've motivated teams in the past. Think of concrete examples where you’ve led performance reviews or enhanced team dynamics to ensure exceptional service delivery.
✨Research Competitors and Trends
Stay ahead of the game by researching what competitors are doing to elevate their client experiences. Bring insights to the interview about new CX technologies or strategies that could be beneficial for the company. This shows your proactive approach and commitment to keeping the company relevant.
✨Prepare Questions for Focus Groups
Since leading focus groups is part of the role, come prepared with thoughtful questions that could help uncover valuable insights from clients. This not only demonstrates your understanding of the role but also your eagerness to engage with clients and improve their experiences.
