Customer Experience Manager in London

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 customer 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.