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- Tasks: Lead and inspire a team to create unforgettable sightseeing experiences in London.
- Company: Top View, a leader in customer-focused sightseeing operations.
- Benefits: Competitive salary, creative freedom, and opportunities for professional growth.
- Why this job: Make a real impact on customer experiences while exploring London's vibrant tourism scene.
- Qualifications: Experience in tour operations, strong leadership skills, and a passion for customer service.
- Other info: Join a dynamic team dedicated to innovation and excellence in the tourism industry.
The predicted salary is between 36000 - 60000 £ per year.
Top View is seeking a dynamic and customer-focused Head of Tours & Customer Experience to lead its sightseeing operations in London. This role is pivotal in ensuring that every guest enjoys a seamless, engaging, and memorable experience across all touchpoints, whether through tour guides, the website, or online travel agency (OTA) partners.
The ideal candidate will combine operational leadership with creativity, balancing day-to-day management with innovation in tour design and seasonal product development.
Key responsibilities:- Lead, coach, and inspire the tour guide team to deliver exceptional, engaging, and informative customer experiences.
- Develop and manage the tour guide rota, ensuring efficient scheduling to meet operational and seasonal demand.
- Oversee departmental budgets and costs, implementing measures to optimise efficiency without compromising quality.
- Maintain and continuously improve the quality of customer interactions across tours, website, and OTA platforms.
- Implement customer feedback processes and use insights to drive improvements in service delivery.
- Collaborate with digital and sales teams to ensure consistent and compelling communication across all platforms.
- Research, design, and present new tour ideas that align with customer interests and company strategy.
- Lead the full implementation of new products, from concept to delivery, ensuring operational readiness and quality control.
- Manage and evolve seasonal experiences – including flagship offerings such as the North Pole Express – to maximise customer engagement and revenue.
- Work closely with sales, marketing, and operations teams to align tour offerings with business goals.
- Provide strategic input on market trends, competitor analysis, and customer behaviour to guide company growth.
- Represent the tours department in leadership discussions, ensuring customer experience remains central to business strategy.
- Proven experience in tour operations, visitor attractions, or hospitality management.
- Strong leadership skills with experience managing teams and rotas.
- Demonstrated ability to control budgets and drive operational efficiency.
- Excellent communication and interpersonal skills.
- Customer-first mindset with a passion for creating engaging and memorable experiences.
- Knowledge of London's tourism and sightseeing landscape.
- Experience managing OTA relationships and digital customer touchpoints.
- Creativity in product design, along with the ability to take ideas from concept to execution.
- Seasonal or event management experience, particularly with themed products.
How to apply: Please send your CV and cover letter to Marc Pembroke.
Tours & Customer Experience Manager, Top View in London employer: Ukinbound
Contact Detail:
Ukinbound Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tours & Customer Experience Manager, Top View in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get an interview, let your passion for customer experience shine through. Share stories that highlight your creativity and leadership skills, especially those that relate to tour operations and guest engagement.
✨Tip Number 3
Do your homework! Research Top View and its offerings thoroughly. Be ready to discuss how you can enhance their tours and customer interactions, showing that you’re not just another candidate but someone who truly understands their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Top View team and ready to contribute to creating unforgettable experiences.
We think you need these skills to ace Tours & Customer Experience Manager, Top View in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for creating memorable customer experiences shine through. We want to see how you can bring that passion to the role and inspire our team!
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight your relevant experience in tour operations and hospitality management. We love seeing how your skills align with what we’re looking for at Top View!
Be Creative in Your Approach: Don’t be afraid to showcase your creativity! Whether it’s in your product ideas or how you present your experience, we appreciate innovative thinking that can enhance our tours and customer interactions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Top View!
How to prepare for a job interview at Ukinbound
✨Know Your Stuff About Tours
Make sure you brush up on your knowledge of London's tourism and sightseeing landscape. Familiarise yourself with popular attractions, current trends, and any unique experiences Top View offers. This will show your passion and understanding of the role.
✨Show Off Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about times when you inspired your team or improved customer experiences. Be ready to discuss your approach to coaching and managing a diverse group of tour guides.
✨Be Creative with Ideas
Since the role involves designing new tours and seasonal products, come prepared with a few innovative ideas that align with customer interests. This will demonstrate your creativity and ability to think outside the box, which is crucial for this position.
✨Emphasise Customer Experience
Highlight your customer-first mindset by sharing specific examples of how you've enhanced customer interactions in previous roles. Discuss any feedback processes you've implemented and how you've used insights to improve service delivery.
