Head of Customer Experience

Explore Worldwide | B Corp™; England; Hybrid; GBP 52,000; Full time

Job summary

A leading adventure travel company in the UK is seeking a Head of Customer Experience. In this strategic role, you will lead a team to enhance customer experience across post-sales touchpoints, demonstrate proven leadership in customer service, and develop systems that support growth. Experience with CRM systems and managing hybrid teams is essential. The position offers a competitive salary of £52,000 plus bonuses and flexible working patterns.

Benefits

Bonus structure

Flexible working patterns

Free parking

Qualifications

• Proven leadership experience in Customer Service, ideally within travel.
• Strong eye for detail and a methodical approach to analysis and process.
• Experience of managing hybrid or remote teams.

Responsibilities

• Leading the team to achieve service targets (NPS, CSQ, CSAT).
• Developing systems and processes that drive the business forward.
• Collaborating closely with the product and sales team.

Skills

Leadership experience in Customer Service

Analytical skills and detail-oriented

Excellent communication

Stakeholder management

Experience with CRM systems

Experience managing hybrid or remote teams

Knowledge of global holiday destinations

Tools

CRM systems

Call centre platforms

Customer feedback tools

Reservations or booking systems

Job description

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £52,000 + bonus

About The Role

The Head of Customer Experience is a strategic leadership role responsible for shaping and delivering exceptional customer experience across all post-sales touchpoints. You will lead a team of Customer Experience Consultants and Team Leaders as well as the Flights Manager and their team. This role is pivotal in aligning service operations with Explore’s bran values and commercial goals. Fostering a culture of ownership, engagement and innovation.

• Leading the team to achieve service targets (NPS, CSQ, CSAT).
• Developing systems and processes that drive the business forward.
• Collaborating closely with the product and sales team.
• Developing others so they can become accountable leaders, helping them become people managers that get the best out of their reports.
• Monitoring and analysing performance regularly.
• Owning the customer experience from the point of booking until they travel.

The Head of Customer Experience will manage the team in close collaboration with the Head of Sales. Some team functions will be interchangeable, especially during peak booking and travel periods so mobilising and motivating the team to support sales is essential.

Am I the right person? We are looking for your application to demonstrate:

• You’ll have proven leadership experience in Customer Service, ideally within travel.
• Strong eye for detail and a methodical approach to analysis and process.
• Excellent communication and stakeholder management is key for creating strong bonds across departments and with a large, diverse team.
• Experience of CRM systems, call centre platforms and customer feedback tools is essential alongside experience with reservations or booking systems.
• Experience of managing hybrid or remote teams.
• Knowledge of global holiday destinations, and of small group adventure travel is desirable.

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

Explore is a global adventure travel company with 40 years’ experience in providing exciting and authentic travel experiences. With over 350 trips in around 100 countries, Explore’s expertly crafted itineraries combined with award-winning tour leaders, small group sizes and a commitment to responsible travel ensure unforgettable travel experiences in extraordinary destinations. Whether it's wildlife, culture, walking and trekking, a polar voyage, cycling or a family adventure, our trips will give you once-in-a-lifetime experiences, every day.