Job Description
About Us:
At 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.
You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.
Our Core Values:
Our values shape the way we work and define the people we want to join us on our incredible and exciting journey ahead of us:
- Always Ready To Help
- Being Trustworthy
- Solutions Before Problems
- Family-Style Hosting
- Show respect, Earn Respect
The Opportunity:
The 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 Responsibilities
Deliver on Brand Promise and Guarantee:
- Ensure 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:
- Proactively gather and analyse customer feedback to identify areas of improvement
- Implement strategies to address and resolve any issues, ensuring customers feel heard and valued
Champion the Hosting Element of Our Tours:
- Work 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:
- Design and implement a comprehensive loyalty programme that encourages repeat business and recognises our most dedicated travellers
Training & Development:
- Provide 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:
- Collaborate 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 & Qualifications
- A Bachelor’s degree in business, hospitality, tourism, or a related field
- Minimum of 3-5 years experience in a customer service or hospitality management, preferably within the travel industry
- Strong organisational, interpersonal and communication skills
- Ability to manage and improve customer experience
- Highly customer focused, friendly, professional and a team player
- Strong leadership skills and experience in managing a team(s)
- Proven track record of implementing successful customer loyalty programmes
- Ability to analyse customer feedback and make data-driven decisions
- Excellent IT skills with Google Workspace
- Excellent project management and operational skills
- Ability to prepare and present well
- Passionate about travel with a personal commitment to delivering exceptional customer service
You Will Enjoy
- Collaborating with smart, engaging people in an inspiring and ever so growing company, passionate about travel
- Working as one team towards our goal to deliver amazing products and services for our customers
- Growing and learning continuously with loads of encouragement and support
- Flexible working practices enabling your best delivery (3 days in the office, 2 days working from home)
- Opportunity to work with a diverse and passionate team dedicated to transforming the travel experience
Benefits
- A competitive remuneration package and annual leave
- Enviable company culture focused on our core values – we’ve put time into getting our work culture just right!
- Regular team social events, company wide recognition, etc
- Opportunities to innovate
- Well-being app “Ollie Health”
- Company equipment for business use
Equal Opportunity Employer
Expat 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. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. 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:
TourAxis 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.