At a Glance
- Tasks: Own and analyse performance metrics for the customer team, ensuring data accuracy and effective CRM management.
- Company: Dynamic online travel agency with a focus on data-driven operations.
- Benefits: Competitive salary, hybrid working, 25 days holiday, and discounts on holidays.
- Other info: Join a small, collaborative team with opportunities for personal growth and development.
- Why this job: Make a real impact by optimising operations and enhancing customer experiences in a growing business.
- Qualifications: Experience in e-commerce or travel, strong analytical skills, and hands-on CRM management.
The predicted salary is between 56250 - 68750 £ per year.
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.
Business Systems and Operations Manager in London employer: Travel Trade Recruitment
Join a dynamic team as a Systems Operations Manager in our London office, where you will thrive in a data-driven environment that values structured thinking and innovation. We offer a hybrid working model, competitive salary, and generous holiday allowance, alongside opportunities for personal and professional growth within a supportive culture that encourages ownership and accountability. With a focus on employee development and a commitment to excellence, we empower our team to make meaningful contributions to the customer experience and drive the success of our operations.
