Senior Customer Experience Manager

Description

You will be joining the new First Choice team, tasked with transforming the brand, customer proposition, commercial model, technology and more. You will have a ‘start-up’ mind set, as whilst First Choice is established in the UK, this is an opportunity to really develop it into a fighter brand that behaves differently from TUI and shakes up the market. You will be part of the growing First Choice customer proposition function, working to deliver market leading customer experience that’s specifically designed for our target customers.

ABOUT THE JOB

• You will define and implement an end-to-end customer journey that is distinctly ‘First Choice’ – responsible for ensuring that every customer touchpoint and interaction delivers on our brand values and meets our customers’ expectations.
• You will own, customer service touchpoints & communications, customer insights & quality management, customer policy and the customer journey strategy for First Choice – championing the customer to ensure our holidays stand out for all the right reasons.
• You will also work alongside your commercial counterparts to implement initiatives that add customer value, as well as supporting revenue growth and contributing to overall commercial performance.
• You will work closely with the senior colleagues across digital product, web digital experience, App, contact centre, and CRM, to ensure we are accurately communicating our customer proposition at every stage of the journey.
• You will own customer satisfaction and insight, monitoring NPS and CSQ performance to identify key customer pain points.
• You will be responsible for ensuring that First Choice Customer Policies are fit for purpose, striving to maintain alignment with the TUI business where it makes sense, whilst driving differentiation wherever it’s right for the First Choice customer.
• You will be responsible for keeping up with market trends and using your expertise to inform our medium-long term customer strategy, ensuring the First Choice proposition continues to evolve and we consistently out-perform the market. You will work collaboratively with CX colleagues across the TUI Group to ensure First Choice are well placed to benefit from Group wide CX initiatives.
• At First Choice, we’re building a real A-Team so you’ll be expected to lead and motivate a high performing, highly engaged team (incl. matrix management) to deliver our key business results.

ABOUT YOU

• Customer obsessed and insights driven leader
• Curious, passionate and resilient – comfortable with a high degree of change and resistance
• Demonstrable record of delivering improvements in customer satisfaction through creative problem solving and bringing new products / services to market
• Excellent communication skills with a proven ability to lead and influence internal and external stakeholders to achieve great results
• Robust commercial acumen – with experience managing sizable budgets
• Experience in online travel agencies, vertically integrated tour operations and/or destination operations
• Flexible to travel overseas as required (adhoc)
• Bold, brave, brilliant and authentically you

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Discretionary Bonus Scheme
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email [email protected]

Your application is important to us and we aim to get back to you shortly after the closing date