Virtual Travel Expert Manager

6 days ago

Southwater, United Kingdom The Midcounties Co-operative Full time

About the role:

*Please note this is a Hybrid role, we will consider applications from all locations* Are you passionate about delivering outstanding customer service and creating unforgettable travel experiences? Your COOP Travel, a member-led organisation committed to sustainability and excellence, is seeking a dynamic Virtual Travel Expert Manager to lead our growing team of virtual travel experts. In this role, you will inspire, engage, and support your team to achieve and exceed ambitious sales, customer satisfaction, and Co-op Holidays targets.

As the leader of our virtual team, you will ensure that we provide exceptional customer care, encouraging our customers to return time and time again. You will take full accountability for driving performance, expanding the team, and fostering a culture of continuous improvement.

In this role, you will be responsible for: 
• Delivering a high performing sales and service culture with elevated levels of team engagement and motivation, rewarding success and managing performance 
• Creating enticing and exciting offers to engage existing and new customers driving sales leads into multiple social media channels 
• Proactively managing risk to budget using data and a root analysis mindset and to take accountability for corrective recommendations 
• Fostering collaboration across the Society to create commercial opportunities within other verticals of the business, to grow and retain COOP membership 
• A|B testing lead and customer acquisition, paid media, social, sales pages, blog posts and content 
• Tracking and managing call and appointment hunt groups to ensure optimum levels of conversions and sales 
• Creating sales forecasts and analyse performance data to constantly optimise commercial operations

For full details about the role, please check the attached Job Description . 

Who are we looking for?

To be successful in the role, you will have: • Considerable experience in managing performance, leading teams through periods of change in a high-volume sales environment 
• Travel industry experience is preferred but a passion for delivering the best customer experience is essential 
• An understanding of the importance in using quantitative and qualitative data to underpin business decision, planning and strategies
• Ability to challenge process, manage change and implement cycles of continuous improvement 
• Effective prioritisation, planning, organising, negotiating and influencing skills
• Excellent communicator with exemplary telephone manner 
• Experience using social media and be computer literate 
• Competency in administration and customer services 
• An interest in travel or travelling or already well travelled looking to continue to explore the world
• A creative and innovative mind and ability to market themselves and the Your Co-op Travel brand 
• Confidence in handling difficult situations with a sensitive and professional manner

What can we offer you?

The cost-of-living crisis is putting pressure on us all. That's why we are now offering an enhanced discount rates to all Colleagues at Your Coop: 

- 20% off Food shopping (usually 10% all year round rising to 20% on pay day events) 
- Holidays for less with up to £500 off Travel 

Other benefits: 
• up to 60% off Childcare fees 
• Refer a Friend Scheme 
• Paid time off for volunteering 
• Colleague Support Fund 
• GroceryAid Colleague Mental Health Support 
• Ethical mobile and broadband deals 
• Annual leave that grows with your career 
• Full training and accredited development programmes 

… and many more
Join us in leading a team dedicated to making a difference in the travel industry and ensuring our customers have the best possible experiences

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