Equity
Delivery Manager - Travel Industry
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About us
Equity is an ambitious school tour operator based in Brighton. For 90 years, we’ve been working with schools, colleges and clubs to deliver bespoke trips all over the world, creating lasting memories. We have a diverse team of people who are passionate about travel and its ability to help people learn and grow. We're also a business that respects and develops its people.
About the role
The Delivery Manager leads, develops and manages a high-performing area of the Delivery function, ensuring consistently high standards of customer service, operational delivery and commercial performance. Reporting to the Head of Delivery, the role provides the management link between departmental strategy and day-to-day delivery, directly managing Senior Delivery Executives and maintaining overall responsibility for Delivery Executives within their area. The Delivery Manager translates strategy, objectives and KPIs into clear priorities and measurable performance, developing Seniors to lead their hubs effectively. Working closely with the Head of Delivery and wider business, the Delivery Manager maintains oversight of people, resources and operational performance, identifying trends, risks and opportunities and driving improvements in customer experience, efficiency and team performance.
About the skills, knowledge and experience we’re after
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- Strong operational experience within educational travel, group travel, or a comparable customer-focused environment
- Proven people-management experience with the ability to coach, develop and lead through others
- Experience managing team performance against objectives and KPIs
- Strong operational planning, organisation and prioritisation skills within a fast-paced environment.
- Demonstrable experience of improving processes, customer experience or operational performance.
- Experience managing complex customer and operational issues and escalations.
- Strong analytical, problem-solving and confident decision-making skills.
- Strong stakeholder management, influencing and communication skills.
- Commercial awareness and an understanding of the relationship between service, retention, revenue and profitability.
- Strong IT literacy and confidence using operational systems and Microsoft Office.
About the person
- People-focused – develops others and creates an environment where people can perform at their best.
- Accountable – takes ownership for team performance and follows through on commitments.
- Customer-focused – considers the impact of decisions on the customer experience.
- Proactive and solutions-focused – anticipates risks and opportunities and makes pragmatic decisions.
- Collaborative – builds strong relationships and works effectively across teams.
- Commercially aware – understands how operational decisions influence retention, revenue and profitability.
- Resilient and adaptable – remains effective through seasonal peaks, operational pressure and change.
- Empowering – gives Seniors ownership of their hubs while providing appropriate management support and intervention.
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Application Process
We're open to applications from all backgrounds. If we need to make any adjustments during the selection process just let us know. We're also proud to be part of the Circle Back initiative where we commit to giving feedback at every step of our recruitment process.
Work Arrangements
This role offers hybrid working with at least 3 days a week based in our Brighton office and 4 days during our busy winter season.
Benefits and culture
In addition to statutory bank holidays, we offer 20 days annual leave (increasing for each year of service up to 25 days), an extra day off for your birthday, and learning and development days to help you grow your skills and experience.
We have an informal culture which prides itself on being warm, empathetic and always human—putting people first.
We are a disability confident employer.
We look forward to receiving your application!
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