Head of Tour Management

As the Head of Tour Management, you will be responsible for leading and managing the Tour Manager team to ensure the delivery of exceptional customer experiences. This role involves providing support, engagement, and resources to the self-employed Tour Manager community of over 300 members and direct line management of 4 internal staff. Building relationships with Tour Managers and collaborating with internal teams and engaging with Stakeholders on a daily basis, really spearheading the department in a new direction.

• Extremely competitive salary - circa £60K and benefits package.
• 33 days holidays including bank holidays
• Hybrid working model
• 4% contributory pension
• Opportunity to lead and develop a dynamic team.
• Collaborative and supportive work environment.
• Central location close to all major public transport links

• Lead, manage, and develop the internal team to provide efficient and high-quality support to the Tour Manager community.
• Manage performance in line with service level agreements and drive continuous improvement in service quality.
• Build professional relationships with Tour Managers, from recruitment to exit, and identify opportunities for enhancing customer experiences.
• Collaborate with internal teams and Tour Managers to develop tools, resources, and support for up-skilling and performance improvement.
• Ensure regular feedback and support for Tour Managers' performance, including handling difficult conversations and terminations when necessary.
• Manage the Tour Manager Portal and document library to ensure relevant content and support for Tour Managers.
• Oversee the London based departure office to effectively support Tour Managers and customers.
• Facilitate engagement with the Tour Manager community through conferences, webinars, and communication forums.
• Lead the recruitment and induction of high-quality Tour Managers and collaborate with key teams for a great experience.
• Co-facilitate workshops, writing new content for workshops, deliver webinars to the community, set up events/ conferences and present at them.

• Strong leadership, coaching, and people management skills.
• Customer-centric approach and strong communication skills.
• Commercial awareness and ability to drive operational efficiencies.
• Experience in driving projects to improve service delivery.
• Proficiency in using technology and digital tools, particularly AI tools for operational effectiveness.
• Experience in administration, HR, or related leadership roles.
• Experience in the travel industry is desirable but not essential.

Join our team and play a key role in delivering exceptional customer experiences through our Tour Manager community by spearheading the department forward, initiating changes and developing the team.

Please send your CV and let’s discuss the role.

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