Head of Destination Experience (Operations)

Saga plc.; Folkestone; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the UK is seeking a Head of Destination Experience (Operations) to lead the Shore Excursions department. This hybrid role involves creating innovative excursions, managing supplier relationships, and ensuring exceptional guest experiences. The ideal candidate will possess strong leadership and commercial skills, with a focus on delivering value-for-money experiences. Join a team dedicated to excellence and customer satisfaction.

Benefits

25 days holiday + bank holidays

Pension scheme (up to 10%)

Annual bonus (up to 15%)

Car benefit - cash allowance (£4800/year)

Private medical insurance after 1 year

Life assurance policy

Wellbeing programme

Colleague discounts on cruises and holidays

Retail, travel, and entertainment discounts

Enhanced maternity/paternity leave

Qualifications

• Experience managing shorex operations.
• Strong commercial, influencing, and analytical skills.
• Operational leadership and team management abilities.

Responsibilities

• Develop and deliver market-leading shore experiences.
• Manage supplier relationships and ensure service quality.
• Propose and manage financial budgets and forecasts.

Skills

Stakeholder management

Leadership

Commercial acumen

Communication

Problem-solving

Job description

Head of Destination Experience (Operations)

Join to apply for the Head of Destination Experience (Operations) role at Saga plc.

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 excursions, both included and optional.

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

Role Responsibilities

• Develop, improve, and deliver market-leading shore experiences.
• Drive an operationally focused shore team and collaborate with the onboard team to exceed guest expectations.
• Establish and maintain relationships with shore excursion agents and DMCs.
• Manage supplier relationships, addressing concerns impacting service quality.
• Ensure the best tour programmes are available in all ports, matching strategic briefs and exceeding guest expectations.
• Ensure Saga Included Excursions are bespoke and deliver a great guest experience.
• Manage product pricing, negotiate best prices, and oversee contract setup for excursions and shuttles.
• Propose and manage financial budgets, forecasts, and cost controls.
• Ensure all contracts meet legal and insurance requirements, with accurate terms and rates.
• Monitor guest satisfaction through scores, questionnaires, and reports.
• Coordinate with marketing for collateral, brochures, and website content; prepare product presentations.
• Offer sufficient capacity for excursions to meet demand and margins.
• Represent Saga Cruises at trade events, industry conferences, and fam trips.
• Champion product quality, innovation, and safety standards.
• Analyze competitors, monitor activity, and develop responses.
• Work with cruise itinerary planners for optimal shore experience outcomes.
• Provide accurate tour details to content teams for promotional use.
• Lead onboard team briefings and debriefings.
• Control costs and revenue, managing refunds and non-contracted expenses.
• Optimize excursion timings to support hotel operations and guest experience.

The Ideal Candidate

• Experience managing shorex operations.
• Stakeholder management and talent development skills.
• Leadership experience.
• Strong commercial, influencing, and analytical skills.
• European and worldwide travel knowledge.
• Guest-focused approach.
• Willingness to travel internationally.
• Excellent time management, attention to detail, and relationship-building skills.
• Operational leadership and team management abilities.
• Self-initiative and composure under pressure.
• Excellent communication, reasoning, and problem-solving skills.
• Budgeting and P&L understanding.
• Strong commercial acumen.

Saga Values

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

Package Benefits

• 25 days holiday + bank holidays.
• Option to purchase additional leave.
• Pension scheme (up to 10%).
• Annual bonus (up to 15%).
• Car benefit - cash allowance (£4800/year).
• Private medical insurance after 1 year.
• Life assurance policy.
• Wellbeing programme.
• Colleague discounts on cruises and holidays.
• Retail, travel, and entertainment discounts.
• Enhanced maternity/paternity leave.
• Grandparents leave.
• Income protection.
• Saga Academy learning platform access.

About Saga

We’ve been the UK’s leading provider for those over 50 for over 70 years, offering cruises, holidays, insurance, and more. Our mission is to be the most trusted brand for older people in the UK, delivering exceptional products and service through our inclusive culture and values.