Job Description

Relationship Manager

Role Overview:

As the Relationship Manager, you will be responsible for the effective relationship, engagement, communication and support  to the self-employed Tour Manager community of over 300 members and direct line management of 4 internal office based staff. Building relationships with Tour Managers, collaborating with internal teams and engaging with Stakeholders on a daily basis, spearheading the department in a new direction are all imperative to the role to ultimately ensure the delivery of exceptional customer experiences.

Benefits:

• Extremely competitive salary - circa £60K  and benefits package.
• 33 days holidays including bank holidays
• Hybrid working model 
• 4% contributory pension
• Opportunity to lead and develop a dynamic team.
• Collaborative and supportive work environment.
• Central location close to all major public transport links 

Key Responsibilities:

• Lead, manage, and develop the internal team to provide efficient and high-quality support to the Tour Manager community.
• Manage performance in line with service level agreements and drive continuous improvement in service quality.
• Build professional relationships with Tour Managers, from recruitment to exit, and identify opportunities for enhancing customer experiences.
• Collaborate with internal teams and Tour Managers to develop tools, resources, and support for up-skilling and performance improvement.
• Ensure regular feedback and support for Tour Managers' performance, including handling difficult conversations and terminations when necessary.
• Oversee the London based departure office to effectively support Tour Managers and customers.
• Facilitate engagement with the Tour Manager community through conferences, webinars, and communication forums.
• Lead the recruitment and induction of high-quality Tour Managers and collaborate with key teams for a great experience.
• Co-facilitate workshops, writing new content for workshops, deliver webinars to the community, set up events/ conferences and present at them. 

Key Skills and Experience:

• Strong leadership, coaching, and people management skills are paramount
• Experience working in a role managing a geographically dispersed team of professionals is essential.
• Proven Relationship management skills
• Strong communication and interpersonal skills, with the ability to quickly build relationships and trust with diverse stakeholders.
• Experience in the travel industry is desirable but not essential.

Join our team and play a key role in delivering exceptional customer experiences through our Tour Manager community by spearheading the department forward, initiating changes and developing the team. 

Please send your CV and let’s discuss the role.

We do our best to make our adverts as specific as possible so that you do not waste your time applying for roles which are not a match. If you meet the criteria for the role we will be in contact with you.  If you do not, we will email you to advise you of this. If we feel there may be other roles available for you, we will add your details to our database.

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