Business Operations Systems Manager in London

Great opportunity for an Operations Manager if you are numerate and a systems-minded manager. This is an operations role built on data and systems: you will own the numbers that show how the team is performing. If you are an Operations Manager looking for a change then this could be for you.

• Own the numbers for the customer team — conversion, contacts per booking, response and resolution times, average booking value, review scores — and build the analysis yourself rather than waiting to be handed it.
• Be genuinely fluent in a spreadsheet and comfortable interrogating a report or a database: very little of what you need will arrive pre-packaged.
• Own our CRM end to end — the data model, the pipelines, the fields, the automations and the reporting built on top of them.
• Lead the implementation and ongoing configuration of the CRM alongside the technology team, including data migration, data quality and getting the team to actually use it.
• Keep our mid-office and CRM records accurate enough that marketing, finance and product can rely on them without checking.
• Report clearly and honestly on team and service performance at our weekly business review — the numbers, what sits behind them, and what you are doing about them.
• Understand where the workload actually comes from — by brand, by day, by hour, by type of contact — and staff against the demand rather than against habit.
• Build and run the rota: cover across our opening hours, peaks, weekends and absence, without carrying idle capacity in the quiet periods.
• Take personal ownership of complaints and escalations, and handle the genuinely difficult cases yourself.
• Establish two named specialisms — escalations and travel trade — and support both people into those roles.
• Support the growth of our travel trade channel, which we intend to take from a standing start to a meaningful share of sales.
• Experience gained in an online travel agency, or in a comparable e-commerce business where most transactions complete online and people handle the exceptions.
• Genuinely numerate and data-driven: comfortable with conversion rates, average booking value, response times and capacity planning, able to build the analysis yourself, and able to see what is really moving a number.
• Hands-on ownership of a CRM — Zoho, Salesforce, HubSpot or similar.
• Degree-level education, or equivalent evidence of formal analytical training.
• Practical experience of rotas, scheduling or capacity planning against uneven demand.
• Calm and credible on a complaint: able to step into a difficult case and leave the customer better disposed to us than when it started.
• Able to work in a small business where you will do the job as well as manage it.

£40,000 – £50,000 depending on experience, plus performance bonus.

Hybrid working — 3 days a week (minimum) in our London office.

25 days holiday, plus bank holidays.

Company pension scheme.

Discounts across every holiday we sell.