Head of Client Experience

The primary role is to elevate the client journey, oversee the Travel Service Coordinators and deliver product strategy.

• Elevating the client journey by continously refining touchpoints, service standards and communication to deliver world-class customer experience.
• Managing and developing the Travel Services Coordinators to ensure seamless operations and exceptional service delivery.
• Delivering product strategy and plans through implementing the annual Creative and Commercial roadmap across destinations and themes.

Client Journey:

• Work with Marketing to regularly look at how and what documentation we are providing to clients.
• Lead focus groups with clients to better understand how we could gain larger share of travel wallet, and gain insights to who else they are booking with and why.
• Continuously research what our competitors are doing to enhance client experience, to ensure that we remain relevant and are aware of potential new CX technology.
• Ensure that important information such as 'Know Before You Go' documentation is up-to-date and that it is easily accessible by clients.
• Focus on the concierge side of the business to add value to our clients.
• Check itineraries for layout, tone and surprise elements that elevate the experience.
• Supervise, motivate and monitor individual performance and lead performance appraisal reviews.
• Work closely with TSCs to develop and enhance the sales process through standardisation and speed of documentation, quality control of documentation, reporting on and monitoring confirmation documentation outstanding, and producing a balances outstanding report.

Product Strategy and Plans:

• Implement the annual Creative and Commercial roadmap across destinations and themes.
• Improve financial performance by monitoring product margins, analysing results and making adjustments to enhance profitability.
• Develop standout product content by researching, sourcing and curating unique experiences and properties that differentiate the Steppes Travel portfolio.

Reports: Terms/Conditions:

• Hours of work - 09:00 - 17:30 hours, Monday to Thursday and 09:00 - 17:00 Friday
• Very occasional weekends and evenings if attending an event or travelling abroad on familiarisation trips
• Up to two working days per week from home
• Paid holidays - 25 days
• Salary - dependent on experience
• Pension, private healthcare and travel insurance - contributory after a six-month probationary period
• Team performance bonus

To Apply

Please email a covering letter and CV to

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