At a Glance
- Tasks: Manage customer feedback and enhance travel experiences for clients.
- Company: Join the world's largest golf travel specialist with a passionate team.
- Benefits: Enjoy 25 days holiday, travel perks, and exclusive brand discounts.
- Other info: Dynamic growth opportunities and a supportive team culture await you.
- Why this job: Be a key player in transforming customer experiences in the travel industry.
- Qualifications: Experience in customer experience and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
Your Golf Travel is the world's largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards… and this is only the beginning!
What sets us apart? Our people. Our team members are the heart of our organisation, and by joining us, you will become part of an exceptionally talented, driven, passionate, collaborative, and entrepreneurial group in golf travel. Together, we are making significant strides in the industry and solidifying our status as the world’s premier golf travel company. Our travel specialists are dedicated to providing exemplary customer service while crafting customised golf holidays for our clients.
In this role, you will manage the complete booking process for customers, incorporating accommodations, flights, transfers, and tee times. We are on the lookout for enthusiastic individuals who share a love for travel and are excited to join one of the UK’s leading niche travel brands.
Do I need to be a golfer? … Not at all. We primarily operate as a travel company, with golf being just one aspect of our offerings. If you’re eager to learn, we’d be thrilled to equip you with all the knowledge you need about our product; however, we can’t promise you’ll become the next Tiger Woods. What we truly seek is a genuine passion for travel and an eagerness to learn.
As Customer Experience Manager, you will be the driving force behind transforming customer feedback into tangible business improvements. Your core responsibility will be to leverage customer insights from reviews, complaints, and Net Promoter Score (NPS) data, to identify areas for enhancement and ensure these insights translate into actions to improve processes and enhance customer satisfaction with Your Golf Travel.
Leveraging your understanding of the travel industry, you will play a key role in developing and executing a data driven strategy to enhance our customer experience that is aligned to our brand values and our commercial goals. You will have a clear view across both qualitative and quantitative feedback, focusing on resolving issues at their root cause and continuously refining our processes to elevate the customer experience.
You will lead a team who support customers when they need us most, acting as a key escalation point and directly managing sensitive issues or escalations. This role is pivotal in surfacing data and analysis that directly supports the design and implementation of end-to-end process improvements resulting from root cause analysis, ensuring adoption across relevant departments. You will bring customer feedback to life within the business, sharing feedback and analysis frequently with members of the team across all levels of the organisation.
What You’ll Be Doing:
- Own the end-to-end management of customer complaints, ensuring timely resolution and regulatory compliance where required.
- Monitor and respond to social media commentary, relating to existing bookings escalating reputational risks and leveraging insights to improve perception.
- Lead the analysis of all voice of the customer (VoC) feedback including post travel, online reviews, special media sentiment and direct feedback.
- Deliver actionable insights from feedback and partner with internal teams to drive continuous improvement and issue prevention at root cause.
- Jointly lead and manage our cross functional customer experience working group to provide insight and actionable recommendations to operations, sales and product leadership.
- Advocate for our customers and drive a customer centric culture within your own and wider teams.
- Develop, track, and lead initiatives to improve key customer metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Customer Lifetime Value (CLV).
- Act as a final escalation point for complex or highly sensitive customers complaints, ensuring swift resolution.
- Serve as a brand ambassador internally and externally, ensuring consistency and integrity across all customer touchpoints.
What We’re Looking For:
- Proven experience in customer experience, complaints handling, or brand reputation management.
- Strong analytical skills, with the ability to interpret customer data and present insights effectively.
- Solid understanding of social media monitoring tools and NPS methodologies.
- Experience in managing and developing a team.
- Excellent communication and stakeholder management skills.
- A proactive, solution-focused mindset with a drive for root cause resolution and long-term improvement.
- A great understanding of the complexities of the travel industry.
Why Join Us?
- Annual Leave – 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year.
- Amazing Travel Perks – Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels.
- Recognition & Rewards – Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans.
- Exclusive Brand Discounts – Save on top golf and sports brands, including Taylormade, Under Armour, and Ping.
- Health & Wellbeing – Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme.
- Sustainable Travel Benefits – Access our Electric Car scheme with Octopus EV and make your commute greener.
- Growth & Development – Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.
Your Golf Travel are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Ready to help us deliver world-class travel experiences? Apply now and go the extra yard with us.
Customer Experience Manager employer: Your Golf Travel
At Your Golf Travel, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation. Our team members enjoy numerous growth opportunities within our expanding company, alongside the unique advantage of working in beautiful locations such as London and St Andrews, where the passion for travel and golf intertwines. With our commitment to putting the customer first and fostering a supportive environment, we empower our employees to think creatively and act boldly, ensuring a rewarding career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Your Golf Travel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Your Golf Travel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Your Golf Travel:Your cover letter is your chance to shine! Tell us why you want to work at Your Golf Travel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Your Golf Travel!
How to prepare for a job interview at Your Golf Travel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
