Senior Director of Vendor Management

TravelPerk; City Of London; On-site; GBP 100,000 - 130,000; Full time

Job summary

A leading travel and expense management platform in London is seeking a Senior Director of Vendor Management. This high-impact role involves overseeing a global vendor network of over 1,000 agents, defining vendor strategies, and driving operational excellence. The ideal candidate will have extensive experience in vendor management within the travel sector and strong commercial acumen. The position offers competitive benefits, including flexible work arrangements.

Benefits

Competitive compensation package

Generous vacation days

Health perks (private healthcare or gym allowance)

Mental health support tool

16 paid volunteer hours

20 days work from anywhere allowance

Qualifications

• 10+ years of experience in vendor management and customer care.
• 5+ years of experience in the travel industry preferred.
• Fluent in English (spoken and written).
• Proactive, solution-oriented mindset.

Responsibilities

• Manage a global vendor network of 1,000+ support agents.
• Define and execute vendor mix and site strategy.
• Set targets for SLAs, CSAT, and financial outcomes.
• Drive continuous improvement of operations.
• Prepare and manage RFPs for vendor selection.

Skills

Vendor management

Customer care operations

Negotiation skills

Communication skills

Commercial acumen

Tools

CRM tools (Zendesk, Intercom)

Workforce management tools

Job description

TravelPerk is a global travel and expense management platform. Its all-in-one platform gives travelers the freedom they want whilst providing companies with the control they need. The result saves time, money, and hassle for everyone.

TravelPerk has industry-leading travel inventory alongside powerful management features, 24/7 customer support, state-of-the-art technology, and consumer-grade design.

We’ve been winning awards too. Since 2023, we’ve been voted one of the best places to work, one of the fastest-growing apps and tech companies, and a leading pioneer of business travel.

These are just some of the reasons why global brands like Wise, Red Bull, GetYourGuide, and Aesop trust us to get the most out of their travel.

At TravelPerk, we’re aiming for something big: 1 million happy travellers every day. Delivering an outstanding customer experience is critical to that mission, and every interaction matters.

We’re looking for a Senior Director of Vendor Management to lead our global vendor strategy and ensure every customer enjoys a 7-star experience. This is a high-impact role, responsible for managing our global Customer Care footprint at scale while driving operational excellence and cost efficiency.

You’ll oversee a network of 1,000+ support agents across four continents and take full ownership of vendor relationships, performance, and strategic planning. This role reports directly to our VP of Customer Care and will shape the mid- and long-term strategy to support rapid growth and operational excellence.

What You’ll Do

• Lead a global vendor network: Manage a team of 1,000+ support agents across the Americas, Europe, Africa, and Asia, ensuring exceptional service delivery.
• Own vendor strategy: Define and execute the global vendor mix and site strategy to provide 24/7 coverage with robust business continuity plans.
• Manage performance and cost: Set and achieve targets for SLAs, CSAT, and financial outcomes, directly influencing business performance and profitability.
• Drive continuous improvement: Identify opportunities to scale operations effectively and cost-efficiently, including adopting new technologies, billing models, and process improvements.
• Prepare and manage RFPs: Oversee selection and negotiation processes to optimise partnerships and outcomes.
• Shape the future: Develop mid- and long-term plans for growth, efficiency, and operational resilience across all hubs and markets.
• Collaborate cross-functionally: Work closely with Workforce Management, Customer Care Operations, Operational Excellence, Strategic Finance, and Product teams to deliver an outstanding global customer experience.
• Balance strategic and hands-on: Lead with a strategic lens while remaining adaptable and hands-on to move initiatives forward.

What You’ll Need

• 10+ years of experience in vendor management and customer care operations in a global BPO environment.
• Ideally, 5+ years of experience in the travel industry.
• Strong commercial acumen with the ability to align operational decisions to business goals.
• Proven negotiation skills and experience managing global vendor partnerships.
• Excellent communication skills with the ability to influence across cultures and levels.
• Fluent in English (spoken and written).
• Deep knowledge of CRM and workforce management tools such as Zendesk, Intercom, Calabrio.
• A proactive, solution-oriented mindset with the ability to thrive in a fast-paced, evolving environment.
• A competitive compensation package, including equity in TravelPerk;
• Generous vacation days so you can rest and recharge;
• Health perks such as private healthcare or gym allowance, depending on your location;
• A mental health support tool for your wellbeing;
• VolunteerPerk - 16 paid hours per year to volunteer for a cause of your choice.
• Work from anywhere in the world allowance of 20 working days per year.
• IRL English or Spanish Lessons are held in the Barcelona office.

How We Work

Our vision is for a world where TravelPerk is the platform for human connection in real life (IRL). We take an IRL-first approach to work, where our team works together in person three days a week. For roles in Customer Care, this can be up to five days per week in the office. As such, this role requires you to be within commuting distance of our hubs. We fundamentally believe in meeting in real life to improve connectivity, productivity, and creativity, ultimately making us a great workplace.

At TravelPerk, we prioritise experience and potential over academic qualifications for this role. Talent and ability aren't always reflected in formal credentials.

TravelPerk is a global company with a diverse customer base, and we want to ensure that the people behind our product reflect that. We\'re an equal opportunity employer, meaning you\'re welcome at TravelPerk regardless of your appearance, where you\'re from, or anything else that makes you.

Protect Yourself from Recruitment Scams
All official communication from TravelPerk will always come from email addresses ending [e-mail], our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from TravelPerk that seems suspicious, please do not respond. Forward it to s [e-mail] and we’ll confirm whether it’s legitimate.