On Tour Delivery Manager

G Touring Ltd; Little Bowden; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Vocational Learning Support

Learning Journeys

Learning days (up to 5)

Flexible working

Holiday discounts

Healthcare cashback

Job summary

G Touring is seeking an On Tour Delivery Manager based in Market Harborough to lead the seamless operational delivery of exceptional holidays across Travelsphere and Just You. You will manage a small team and collaborate with DMCs, suppliers, and Holiday Directors to resolve issues in real time and maintain the highest standards of safety and customer satisfaction.

The role requires working 37.5 hours per week, with duties spanning pre- and post-holiday briefings, budget-conscious operations,

Qualifications

• Operational experience in travel/t tour operations.
• Strong leadership of remote/dynamic teams.
• Customer-centric, service-excellence mindset.

Responsibilities

• Handle on-tour operational matters with DMCs, suppliers, and Holiday Directors to resolve issues promptly.
• Ensure advertised holidays are delivered beyond customer expectations across Travelsphere and Just You tours.
• Oversee international travel delivery, including land transfers and arrival meet-and-assist.

Job description

• Location: Market Harborough, Leicestershire, United Kingdom

Changing lives through travel

At G Touring we’re passionate about travel. We love exploring the world with our customers and we are built on the mission of ‘Changing People's Lives Through Travel’. G Touring operates two market-leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is one of the original dedicated solo operators.

We operate Travelsphere Cares, and Just You Cares in partnership with Planeterra, the world’s leading non-governmental organisation turning travel into impact in communities around the globe.

On Tour Delivery Manager

Location: This role is based in our office in Market Harborough.

Working Hours: Full-time permanent role working 37.5 hours per week 09:00 am-17:15 pm Monday to Friday with 45 minute lunch break.

Purpose of the Role: The On Tour Delivery Manager is accountable for the seamless operational delivery of exceptional holiday experiences across all tours. Reporting directly to the Head of On Tour Experience, this role manages a team of 3 Operations Executives, taking responsibility for all aspects of our holiday products that are delivered to our customers, through effective working with suppliers, destination management companies (DMCs) and Holiday Directors (HDs). The post-holder takes direct ownership of real-time operational issues during tours, drives key 2027 strategic initiatives and ensures strict compliance with Health & Safety protocols and emergency response frameworks.

In this role you will:

• Handle all on tour operational matters in direct coordination with DMCs, suppliers, and Holiday Directors to achieve prompt and effective issue resolution.
• Ensure all advertised holiday products across Travelsphere and Just You tours are delivered seamlessly beyond customer expectations.
• Oversee operational delivery for international travellers, including land-only transfers, arrival meet-and-assist, and tailored HD support.
• Provide thorough pre-holiday technical briefings and structured post-holiday debriefings to drive continuous quality improvement.
• Manage DMC and local agent partnerships, ensuring overseas service delivery strictly meets pre-agreed standards, brand expectations, and contractual obligations.
• Enforce operational protocols and business Health & Safety standards to safeguard customers and staff.
• Serve as an active member of the business Emergency Line response team, sharing periodic duty rosters to support HDs and customers during non-routine pre-flight and in-destination emergencies.
• Participate as an active member of the Crisis Management Response Team during major operational incidents under leadership direction.
• Work collaboratively across Product, Commercial, Aviation, Sales, Marketing, and Tour Admin teams to ensure advertised products align with live execution.
• Analyse customer feedback (NPS and CSQ scores) and HD post-tour debriefs to introduce operational enhancements and replace underperforming suppliers or HDs.

To be successful in this role you will:

• High level of operational experience within the travel industry, preferably in escorted touring or tour operations.
• Strong leadership skills with proven experience leading, motivating, and managing dynamic, diverse, and remote teams.
• Always puts the customer at the heart of decision-making, with a passionate drive to deliver service excellence.
• Solution-driven with a positive 'can-do' attitude, adept at resolving operational challenges quickly.
• Excels in pressurised, fast-paced environments by exercising sound judgement and maintaining composure.
• Demonstrated experience managing operational budgets, controlling costs, and delivering to time and budget.
• Highly planned and organised with strong accountability and ownership for actions and team performance.
• Acts as a role model to line reports and wider peers, inspiring teams to act according to company values.
• Be yourself and bring the best version of yourself to work every day.

What’s it like to work here?

Our culture is more than just some words on paper. It drives us to be better for our customers and our team, and to ensure an inclusive and forward-thinking workplace for all. Visit our Careers website to get a feel for our values and award-winning culture: https://careers.g-touring.com/

Why work with us?

• We’re all about “you” being the best you can be and we want you to be yourself too.
• Access to Vocational Learning Support
• The opportunity of “Learning Journeys” to learn about our holidays and to meet our customers
• Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey.
• Freedom to accelerate/drive change.
• A genuine ‘one team’ approach where everyone counts and everyone is welcome at G Touring.
• We can offer you a range of benefits, including flexible working, a generous holiday allowance, healthcare cashback plans, travel industry and holiday discounts for you and your family, and so much more.

If you would like to know more about G Touring, our culture, benefits, and why we are continuously voted ‘The Best Place to Work’, you can visit our careers website here: https://careers.g-touring.com/