Customer Experience Manager

Your Golf Travel is the worlds largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards… and this is only the beginning!

What sets us apart? Our people. Our team members are the heart of our organisation, and by joining us, you will become part of an exceptionally talented, driven, passionate, collaborative, and entrepreneurial group in golf travel. Together, we are making significant strides in the industry and solidifying our status as the world’s premier golf travel company. Our travel specialists are dedicated to providing exemplary customer service while crafting customised golf holidays for our clients.

In this role, you will manage the complete booking process for customers, incorporating accommodations, flights, transfers, and tee times. We are on the lookout for enthusiastic individuals who share a love for travel and are excited to join one of the UK’s leading niche travel brands.

Do I need to be a golfer? … Not  primarily operate as a travel company, with golf being just one aspect of our offerings. If you’re eager to learn, we’d be thrilled to equip you with all the knowledge you need about our product; however, we can’t promise you’ll become the next Tiger Woods. What we truly seek is a genuine passion for travel and an eagerness to learn.

As Customer Experience Manager
, you will be the driving force behind transforming customer feedback into tangible business improvements. Your core responsibility will be to leverage customer insights from reviews, complaints, and Net Promoter Score (NPS) data, to identify areas for enhancement and ensure these insights translate into actions to improve processes and enhance customer satisfaction with Your Golf Travel.

Leveraging your understanding of the travel industry, you will play a key role in developing and executing a data driven strategy to enhance our customer experience that is aligned to our brand values and our commercial goals. You will have a clear view across both qualitative and quantitative feedback, focusing on resolving issues at their root cause and continuously refining our processes to elevate the customer experience.

You will lead a team who support customers when they need us most, acting as a key escalation point and directly managing sensitive issues or escalations.

This role is pivotal in surfacing data and analysis that directly supports the design and implementation of end-to-end process improvements resulting from root cause analysis, ensuring adoption across relevant departments.

You will bring customer feedback to life within the business, sharing feedback and analysis frequently with members of the team across all levels of the organisation.

• Own the end-to-end management of customer complaints, ensuring timely resolution and regulatory compliance where required.

• Monitor and respond to social media commentary, relating to existing bookings escalating reputational risks and leveraging insights to improve perception.

• Lead the analysis of all voice of the customer (VoC) feedback including post travel, online reviews, special media sentiment and direct feedback.

• Deliver actionable insights from feedback and partner with internal teams to drive continuous improvement and issue prevention at root cause. You will jointly lead and manage our cross functional customer experience working group to provide insight and actionable recommendations to operations, sales and product leadership.

• Advocate for our customers and drive a customer centric culture within your own and wider teams.

• Develop, track, and lead initiatives to improve key customer metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score…