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Customer Experience Manager
3 months ago
About Us:
nAt Expat Explore, we're all about enriching the lives of our passengers.
We pride ourselves on delivering unforgettable experiences that offer great value, allowing our guests to tick off their bucket-list items, make lifelong friends, and leave with a renewed passion for exploration.
Our promise is to exceed expectations, ensuring every traveller feels well-hosted, engaged, and inspired throughout their journey with us. We believe in fostering a diverse and inclusive environment where all employees can thrive. Our commitment to inclusion is reflected in our values, culture, and everyday practices.Our Core Values:
nOur values shape the way we work and define the people we want to join us on our incredible and exciting journey ahead of us:nAlways Ready To HelpnBeing TrustworthynSolutions Before ProblemsnFamily-Style HostingnShow respect, Earn Respect
The Opportunity:
nThe Customer Experience Manager will play a crucial role in ensuring our brand promise guarantee is consistently met and exceeded.
This role involves overseeing all aspects of the customer experience, from the initial booking to the post-tour feedback process, paying special attention to the customer experience whilst on tour.
The successful candidate will be responsible for championing the hosting element of our tours, implementing a comprehensive loyalty program and ensuring every traveller leaves our tours with a burning passion to explore more of the world.
Key ResponsibilitiesDeliver on Brand Promise and Guarantee:nEnsure all aspects of the tours align with our brand promise of providing clean and comfortable accommodation, fun experiences and budget-friendly options and exceptional hosting by our Tour Leaders (TLs)
Customer Feedback & Resolution:
nProactively gather and analyse customer feedback to identify areas of improvementnImplement strategies to address and resolve any issues, ensuring customers feel heard and valued
Champion the Hosting Element of
Our Tours:
nWork closely with Tour Leaders and other team members to elevate the hosting aspect of our tours, ensuring every guest feels personally welcomed, engaged and supported throughout their journey
Loyalty Programme Development:
nDesign and implement a comprehensive loyalty programme that encourages repeat business and recognises our most dedicated travellers
Training & Development:
nProvide ongoing training and support to our Tour Leaders and customer service team, focusing on enhancing the overall guest experience and ensuring our brand promise is consistently delivered
Collaboration and Innovation :
nCollaborate with cross-functional teams to innovate and introduce new offerings or improvements that enhance the customer experience and align with our brand values
Required Skills, Experience & QualificationsnA Bachelor's degree in business, hospitality, tourism, or a related fieldnMinimum of 3-5 years experience in a customer service or hospitality management, preferably within the travel industrynStrong organisational, interpersonal and communication skillsnAbility to manage and improve customer experiencenHighly customer focused, friendly, professional and a team playernStrong leadership skills and experience in managing a team(s)nProven track record of implementing successful customer loyalty programmesnAbility to analyse customer feedback and make data-driven decisionsnExcellent IT skills with Google WorkspacenExcellent project management and operational skillsnAbility to prepare and present wellnPassionate about travel with a personal commitment to delivering exceptional customer service
You Will EnjoynCollaborating with smart, engaging people in an inspiring and ever so growing company, passionate about travelnWorking as one team towards our goal to deliver amazing products and services for our customersnGrowing and learning continuously with loads of encouragement and supportnFlexible working practices enabling your best delivery (3 days in the office, 2 days working from home)nOpportunity to work with a diverse and passionate team dedicated to transforming the travel experience
BenefitsnA competitive remuneration package and annual leavenEnviable company culture focused on our core values – we've put time into getting our work culture just rightnRegular team social events, company wide recognition, etcnOpportunities to innovatenWell-being app "Ollie Health"nCompany equipment for business use
Equal Opportunity EmployernExpat Explore, a brand of TourAxis, is an equal opportunity employer and welcomes applicants from all backgrounds, regardless of race, colour, religion, sex, national origin, age, disability, status, or any other characteristic protected by law.
Even if you feel you do not fulfil all of the criteria, please apply as you may still be considered for other roles within our organisation in the future.
Important Note:
nTourAxis does not accept unsolicited candidate introductions from headhunters or agency recruiters without prior established engagement.
No fees will be paid in the event a candidate is submitted by a recruiter without an established agreement in place is hired; such introductions will be deemed the sole property of TourAxis.
TourAxis is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs.We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under any domestic, UK, European or international jurisdictional laws and regulations.
