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Job Purpose
The Head of Delivery is responsible for leading and developing the entire Delivery function, ensuring the successful planning, administration, and delivery of all trips, ensuring exceptional customer experience throughout the process.
As a member of the leadership team, the Head of Delivery will define and implement the delivery strategy, oversee departmental performance, and lead a team of Delivery Managers, Seniors and Executives to deliver outstanding customer outcomes, operational excellence, and commercial performance.
The role is accountable for ensuring efficient, scalable, and customer-centric delivery processes that support business growth, customer retention, and profitability.
Working closely with Sales, Customer Experience, Product, Contracting, Transport, Overseas Operations, Finance and Health & Safety, the Head of Delivery will champion continuous improvement, innovation, and best practice across the customer journey.
Through inspirational leadership and effective stakeholder management, this individual will create a high-performing culture focused on service excellence, accountability, engagement, and continuous development.
Responsibilities & Expectations
Strategic Leadership
- Develop and implement the Delivery execution & strategy aligned to company objectives and growth plans.
- Lead, inspire and develop the Delivery department, creating a high-performance culture focused on accountability, customer satisfaction and operational excellence.
- Establish and monitor departmental KPIs, ensuring performance targets are achieved and exceeded.
- Identify opportunities to improve efficiency, scalability and customer experience across all delivery activities.
- Drive continuous improvement initiatives and operational innovation throughout the customer journey.
- Contribute actively to wider business strategy as a member of the leadership team.
People Leadership
- Lead and manage Delivery Managers and their teams
- Build organisational capability through effective recruitment, succession planning and talent development.
- Conduct regular performance reviews, objective setting and development planning.
- Coach managers to effectively lead their teams and maintain high standards of performance and customer service.
- Foster a positive, collaborative and inclusive team culture.
- Ensure appropriate resource planning and workforce management throughout seasonal peaks.
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Customer Experience
- Own delivery of exceptional customer service standards throughout the customer lifecycle.
- Monitor customer satisfaction metrics and implement action plans to drive continual improvement.
- Act as senior escalation point for significant customer issues, complaints and service recovery.
- Drive customer retention and repeat booking performance through high-quality delivery experiences.
Operational Excellence
- Ensure all tours and experiences are delivered safely, efficiently and profitably.
- Oversee departmental workflows, systems and processes to maximise productivity and service quality.
- Establish clear operational standards, procedures and quality assurance measures.
- Lead process reviews and identify opportunities for automation and improved ways of working.
- Maintain oversight of itinerary quality, travel documentation and operational compliance.
Commercial Performance
- Support business growth through effective delivery operations, customer retention / rebookers
- Identify opportunities to increase revenue through service enhancements and value-added offerings.
- Monitor departmental productivity and performance against financial targets.
- Contribute to annual planning, forecasting and budgeting processes.
Supplier & Partner Management
- Maintain effective relationships with key operational suppliers and partners.
- Work closely with Contracting and Product teams to ensure supplier performance aligns with business expectations.
- Oversee supplier issue resolution and continuous improvement activities.
Cross-Functional Collaboration
- Act as the primary operational link between Delivery and other business functions.
- Work collaboratively with Sales, Customer Experience, Product, Transport, Overseas Operations, Health & Safety, Finance and Commercial teams.
- Ensure organisational alignment on priorities, customer commitments and delivery objectives.
- Lead cross-functional initiatives that improve customer experience and operational performance.
Governance, Risk & Compliance
- Ensure compliance with all company, regulatory and safeguarding requirements.
- Maintain robust operational controls, documentation standards and audit processes.
- Oversee risk management relating to tour delivery and operational activities.
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Key Relationships / Stakeholders
Internal
- Directors & Leadership Team
- Sales, Customer, Product & Contracting Teams, Transport, Health & Safety, Overseas Operations, Finance
External
- Schools and Group Leaders, Accommodation and Service Providers
- DMCs, Overseas Ground Operators, Industry Partners and Suppliers
The role requires exceptional relationship-building, influencing and stakeholder management skills, with the ability to work effectively across all levels of the organisation.
Expected Knowledge, Skills & Behaviours
Experience
- Significant leadership experience within educational travel
- Proven track record of managing teams and delivering measurable business results.
- Experience leading organisational change, process improvement and performance transformation initiatives.
- Experience managing departmental budgets and operational KPIs.
Skills
- Strong strategic thinking and commercial awareness.
- Outstanding people leadership and coaching capability.
- Excellent stakeholder management and influencing skills.
- Strong analytical and problem-solving ability.
- Excellent communication and presentation skills.
- Ability to balance strategic priorities with operational detail.
- Strong project and change management capability.
Behaviours
- Customer-focused and commercially minded.
- Inspirational and empowering leader.
- Accountable and results driven.
- Collaborative and team oriented.
- Innovative and continuously improving.
- Resilient, adaptable and solutions focused.
Additional Requirements
- Full clean driving licence.
- Willingness to travel within the UK and overseas as required.
Reports To - Operations Director
Flexible and Home/Office Working
Hybrid working supported, with a minimum of 3 days per week in the Brighton office and additional attendance as required by business needs.
Hours of Work
- Full Time – 34 to 36.25 hours per week.
- Additional flexibility may be required during peak operational periods.
Benefits & Culture
- Opportunity to travel and experience tours first hand.
- Birthday day off.
- Up to 25 days annual leave plus bank holidays.
- Collaborative, people-first culture.
- Opportunity to shape and lead a critical business function.
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