Tours & Customer Experience Manager, Top View in London

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.