Head of Destination Experience (Operations)

卡条; Folkestone; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the UK seeks a Head of Destination Experience to lead the Shore Excursions department. This role involves financial management, itinerary planning, and ensuring exceptional guest experiences through innovative excursions. The ideal candidate will have strong leadership, stakeholder management, and commercial skills, alongside a guest-focused approach. The position offers a hybrid work model and an attractive benefits package.

Benefits

25 days holiday + bank holidays

Pension scheme matched up to 10%

Annual bonus - Up to 15%

Car benefit – cash allowance of £4800 per annum

Free private medical insurance after 1 year of service

Wellbeing programme

Colleague discounts on cruises and holidays

Access to Saga Academy

Qualifications

• Experience managing shorex operations.
• Strong relationship-building skills.
• Budget planning and P&L management understanding.

Responsibilities

• Develop and deliver market-leading shore experiences.
• Manage supplier relationships and ensure quality service.
• Monitor guest satisfaction and coordinate with marketing.

Skills

Stakeholder management

Leadership

Commercial acumen

Problem-solving

Communication

Job description

Job Introduction

Head of Destination Experience (Operations)

Salary - £45,000-£65,000 (dependent on experience)

FT 35 hours per week

Hybrid Folkestone – 3 days per week in our Folkestone Office

Here at Saga, we are looking for a Head of Destination Experience (Operations). This role leads the Shore Excursions department, creating Saga bespoke, innovative, safe, value-for-money, market-leading included and optional excursions.

Leading the team with financial management and contracting responsibility, playing a key role in itinerary planning, preparation of material, briefings, quality control, and execution of excursions for guest experience.

Role Responsibility

Main Responsibilities

• To develop, continuously improve, and deliver market-leading shore experiences.
• Drive an operationally focused shore team and work with the onboard team to exceed guest expectations on excursion delivery.
• Build and maintain business relationships. Responsible for establishing positive, long-term relationships with shore excursion agents and DMCs.
• Manage supplier relationships and address any areas of concern or uncertainty that could impact the quality of service.
• Ensure the best tour programmes are available in all ports through appropriate research, matching the strategic brief, and exceeding guest expectations, including route proofing of new ports or areas of concern.
• Ensure Saga Included Excursions are bespoke for the Saga guest and enhance guest experience.
• Manage product pricing in line with strategies and budgets. Negotiate the best prices for shore excursions and shuttle buses.
• Ensure all shore excursion cost setup, including contracts, is accurate and error-free to maximize revenue and margins.
• Propose and manage departmental financial budgets, including forecasting and cost controls.
• Ensure all contracts with agents and suppliers are in place, meet legal requirements, and include correct costs and rates, with terms fully understood and agreed.
• Monitor guest satisfaction levels and trends through scores, questionnaires, and ship reports.
• Coordinate with marketing to ensure accurate collateral, brochures, and website content; prepare product presentations for Sales teams.
• Offer a range of shore excursions with sufficient capacity to meet tour requirements and forecast margins.
• Represent Saga Cruises at trade events, industry conferences, and fam trips as appropriate.
• Champion product quality to meet Saga standards and deliver innovative excursions to attract first-time buyers.
• Ensure products comply with insurance risk guidelines and health and safety standards.
• Analyze competitors’ products and activities, devising appropriate responses.
• Work closely with the cruise itinerary planner for optimal shore experience and destination-led itineraries.
• Provide detailed tour information to the Content Team, ensuring accurate representation in promotional materials.
• Lead onboard briefing and de-briefing with the Explore Ashore team for specific cruises.
• Maintain robust cost and revenue controls, managing expenditure and refund requests appropriately.
• Optimize excursion timings to support hotel operations and guest experience.

The Ideal Candidate

• Experience managing shorex operations
• Stakeholder management skills
• Talent development capabilities
• Leadership experience
• Strong commercial, influencing, and analytical skills
• European and worldwide travel knowledge
• Guest-focused approach
• Flexibility and willingness to travel internationally
• Excellent time management and ability to meet deadlines
• Attention to detail, adaptable, and flexible
• Strong relationship-building skills
• Operational leadership qualities
• Mentoring and team management skills
• Initiative and composure under pressure
• Excellent communication and interpersonal skills
• Problem-solving and reasoning skills
• Budget planning and P&L management understanding
• Strong commercial acumen
• Values champion

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, which is why we offer an attractive benefits package.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase up to 5 additional leave days
• Pension scheme matched up to 10%
• Annual bonus - Up to 15%
• Car benefit – cash allowance of £4800 per annum
• Free private medical insurance after 1 year of service
• Life assurance policy on joining
• Wellbeing programme
• Colleague discounts, including family discounts on cruises and holidays
• Offers from leading retailers, travel groups, and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our learning platform

About the Company

Over 70 years, Saga has become the UK's leading provider of products and services for people over 50. Recognized for high-quality products and exceptional service, our portfolio includes cruises, holidays, insurance, personal finance, and Saga Magazine.

Our goal is to be the most trusted brand for older people in the UK. We focus on delivering exceptional products and service, empowering our colleagues to create meaningful moments for our customers and each other. Our values guide us in our purpose.

We are committed to an inclusive culture where colleagues can be their authentic selves, free from discrimination and harassment. Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista, reflecting our great workplace culture.

As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we value multigenerational teams. We are also a Disability Confident employer, ensuring an accessible and inclusive recruitment process.

Your application will be fairly considered, with personal communication throughout the process. For more information on our DEI policies and opportunities, visit our Careers page.

Saga does not accept unsolicited agency CVs unless engaged by our Talent Acquisition Team. Please do not forward CVs to employees or other locations, as Saga is not responsible for fees in such cases.