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Head of Digital Services, Operations, Quality

5 months ago

Luton, United Kingdom TUI Full time

Reporting into the Global E-Commerce Director, you will be responsible for the day to day business operations of TUI Group’s digital one selling platform, generating €8 billion of revenue. You will also lead the governance and controls on the Digital Content system aligning across source markets at a global level.

**The role focuses on three strategic imperatives**:
Operational Excellence - Leading a Digital Operations function responsible for ensuring operational stability to TUI Group’s ecosystem.. Key areas of focus include removing the barriers customers face when transacting with us such as errors and defects feeding insight into teams who fix issues to support continued growth of online conversion and driving improvements in customer satisfaction. You will lead operational excellence across source markets providing visibility and confidence of the digital landscape.

Service Engagement & Quality - Leading a Digital Services & Quality function who engage with business stakeholders to ensure they’re updated on a regular basis with activity in digital and provide a critical first line triage service for incident and defect validation. Understanding our customers is key to TUI’s success, whether they are experiencing issues whilst navigating through the websites, want to feedback on an experience, each interaction is vital to understand customer’s wants and needs.

Digital Content - Leading a Digital Content Management function who own and deliver CMS governance and controls for the group content solution. Aligning best practice and setting principles is vital to ensure our online customer experience journey is consistent in approach across our source market teams.

It is crucial you drive continuous improvement of digital activities and channel development, actively reviewing market trends across source markets in the travel and digital/ technology space, specifically focusing on areas such as operational performance and quality.

This role is available to be based in any of the following head office locations : Luton, Hannover, Rijswijk, Zaventem or Stockholm.

ABOUT THE JOB

As Head of Digital Services, Operations, Quality & Content, you will lead a team of digital experts to provide business operational support across a suite of digital platforms and business areas, focusing influencing digital activity across markets.

You will be required to collaborate closely with business areas across multiple Source Markets to understand commercial drivers for change, strategic imperatives, local challenges, and market trends whilst ensuring customers and colleagues ability to transact with the business are at the heart of daily activities.

You will work to ensure continued stability, integrity, and performance of TUI Group’s digital landscape. As part of the Digital leadership team you will contribute to the definition of the Group’s digital strategy, keeping the business goals and objectives at the forefront.

You will provide business operational support to all selling and service platforms across the Group consisting of Northern Region, Western Region and Central Region markets. You will also facilitate the implementation of new ways of working for digital enhancements across online, in-store and internal colleagues in Service centres.

You are accountable for operational readiness activity ensuring senior stakeholders across the group are engaged, confident and accepting of the operational plan.

ABOUT YOU

An ambitious individual with an excellent understanding of Ecommerce/digital development, passionate about delivering best-in-class digital customer experience and driving quality-assured, customer-centric change
Ability to engage stakeholders at all levels of management, including Senior board members
Ability to define and drive the strategic priorities of the team and wider business areas focusing on engagement, operational performance and quality
Ability to challenge the status quo, define new ways of working and implement change accordingly
Proven experience of making sound business decisions with complex commercial and customer impact considerations
Passion to deliver a customer centric approach, championing the voice of the customer in all decision making, ensuring all barriers to continuous improvement are removed
Ability to collaborate with stakeholders across multiple areas of the business and Source Markets, ensuring priorities are aligned
Someone who is comfortable with working in a complex environment with high levels of ambiguity

ABOUT OUR OFFER

**Working in the leading global tourism group**: We stand for intercultural cooperation and offer the opportunity to work in international projects and teams.
Mobile working, flexible working hours and working from abroad: We believe that work is something you do, not where you go.

**Development and career opportunities**: We promote the potential of our employees with a wide range of (digital) training opportunities and internat