Head of Customer Experience

Explore LTD; Farnborough; Hybrid; GBP 52,000; Full time

Job summary

A leading adventure travel expert is seeking a Head of Customer Experience to shape and deliver exceptional customer experiences. This strategic leadership role involves managing a team and collaborating with sales to meet targets. Key qualifications include proven customer service leadership, strong analytical skills, and experience with CRM systems. The position is full-time based in Farnborough with flexible working patterns and a competitive salary of £52,000 plus bonus.

Benefits

Flexible working patterns

Free parking

Work-life balance support

Qualifications

• Proven leadership experience in Customer Service, ideally within travel.
• Strong eye for detail and a methodical approach to analysis.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the team to achieve service targets.
• Develop systems and processes to drive the business forward.
• Collaborate closely with product and sales teams.

Skills

Leadership experience in Customer Service

Strong analytical skills

Excellent communication skills

Experience with CRM systems

Knowledge of global holiday destinations

Tools

CRM systems

Call-centre platforms

Customer feedback tools

Job description

Overview

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 brand values and commercial goals, fostering a culture of ownership, engagement and innovation.

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.

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.
• Developing others so they can become accountable leaders and 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.

Qualifications

• 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 skills, key for creating strong bonds across departments and with a large diverse team.
• Experience with CRM systems, call‑centre platforms and customer feedback tools, alongside reservations or booking systems.
• Experience managing hybrid or remote teams.
• Knowledge of global holiday destinations and of small group adventure travel is desirable.

About Explore

Explore is an adventure travel expert focused on sustainable small group holidays, creating stories to tell for a lifetime. From classic group tours and family adventures to walking wildlife and cycling trips, our customers explore the world with us across around 100 countries.

We aim to be welcomed back for communities and cultures, to benefit wildlife, and to create a world full of potential. We put people at the heart of everything we do and proudly offer extensive benefits. Our values celebrate diversity, encourage respectful kindness, and challenge ideas and partners to achieve better outcomes.

Explore is part of Hotelplan Group, a well‑established and diverse family of specialist tour operators. Sustainability and responsible tourism are at the core of everything we do and should be a passion for everyone employed by the group.

Location & Compensation

This role is based in Farnborough, Hampshire with two days per week in the office. The office is within walking distance of the train station and offers free parking. This is a full‑time position; however, work‑life balance is important to us and we are open to discussion on flexible working patterns (minimum four days per week). Salary: £52,000 bonus.