Head of Service Delivery

Head of Service – Hybrid/ London – 60k DOE plus bonus + Benefits

My client is a bespoke travel company specializing in crafting luxurious, private journeys to destinations worldwide. They pride themselves on being trusted advisors, offering tailored recommendations and helping clients uncover the true essence of every destination. This role focuses on enhancing the experience and loyalty of repeat clients, driving higher conversion rates and retention. Reporting directly to the Head of Sales & Operations, you will analyse every aspect of repeat client interactions with the travel design team, identifying opportunities to refine and elevate their journey.

The Role:

• Examine and improve processes to enhance conversion and retention of repeat clients.
• Report to the Head of Sales & Operations, providing qualitative analysis of repeat client interactions.
• Shape the repeat client experience and recommend improvements for better engagement.
• Design, own, and implement the company’s dissatisfied client strategy.
• Resolve complex client complaints and represent senior leadership in client interactions.

What You’ll Do:

Driving Repeat & Referral Conversion:

• Develop and implement strategies to elevate experiences for repeat and referral clients.
• Analyse communications and suggest improvements to boost conversion and engagement.
• Provide insights to senior leadership to refine service guidelines for repeat clients.
• Establish minimum service standards for repeat and referral clients.
• Identify trends in non-converted enquiries and recommend targeted improvements.
• Directly engage with non-booking repeat clients to understand their experiences.

Client Retention Strategy:

• Design, implement, and manage the dissatisfied client strategy.
• Analyse client feedback trends and provide tools for categorising complaints.
• Collaborate with regional and senior teams to align and share retention strategies.
• Guide teams on resolving complaints in line with client retention goals.
• Handle and resolve serious escalated complaints directly.

What We’re Looking For:

• Proven track record in sales and client service, ideally with HNWIs in luxury or travel.
• Strong skills in resolving complex client complaints.
• Analytical expertise for interpreting data and identifying trends.
• Exceptional communication skills with a diplomatic approach.
• Stakeholder management experience and ability to align cross-departmental objectives.
• Resilient, solution-focused mindset with commercial acumen.
• Passion for continuous learning and improvement.

What We Offer:

• Competitive salary: £47,500–£60,000 (DOE).
• Annual bonus up to 15% based on key KPIs.
• Flexible working policy.
• 25 days of annual leave plus bank holidays.
• Familiarisation trips to experience the company’s offerings.
• Collaborative and inclusive workplace.