Talma Europe
Head of Operations & Client Success
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Job Title: Head of Operations & Client Success
Reports to: Operations Director
Are you the person everyone turns to when operations get complicated? The font of knowledge. The calm problem-solver. The technology superuser who understands not only how the system works but also how to make it work better for colleagues, clients and the business.
If that sounds familiar, we would like to hear from you.
We're looking for an experienced TMC operational leader to join our growing business as Head of Operations & Client Success.
This is more than an operational leadership role. This is a chance to help shape how we scale, improve service delivery, strengthen client relationships, and build an operation ready for the future.
What you'll be doing:
As Head of Operations & Client Success, you'll act as a key leader across the business, connecting Operations, Client Success, Commercial, Technology, Finance and People teams to drive continuous improvement. You will:
- Lead and develop high-performing Operations and Client Success teams.
- Act as a senior escalation point for complex client and operational challenges.
- Identify opportunities to improve productivity, service quality and commercial performance.
- Champion the use of technology, data and insight to create more effective ways of working.
- Strengthen client retention through operational excellence and service delivery.
- Support strategic business growth initiatives.
- Champion change and drive a culture of continuous improvement.
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We are looking for:
- Significant experience within a Travel Management Company (TMC), with a deep understanding of corporate travel operations, service delivery models and evolving client expectations.
- Expert-level knowledge of the Sabre platform and associated technologies, with working knowledge of PROTAS.
- Proven success leading and developing complex operational functions, including multi-team and multi-location environments.
- Demonstrable track record of delivering measurable improvements in service quality, operational efficiency, productivity and customer outcomes.
- Extensive experience coaching and mentoring Operational Managers to build engaged, high-performing teams.
- Strong understanding of KPI management, SLA performance, resource planning, capacity management and operational risk.
- Exceptional client relationship management skills, with experience handling senior-level escalations and resolving complex business challenges.
- Proven ability to lead cross-functional transformation initiatives and technology-driven process improvements.
- Highly effective communicator, able to use data, insight and technology to influence decisions and drive successful outcomes.
- Commercially astute, with the ability to balance service excellence, operational performance and financial results.
- Confident and credible leader with strong influencing, stakeholder management and communication skills.
- Advanced proficiency in Microsoft 365, particularly Excel and PowerPoint.
- Comfortable operating at both strategic and tactical levels, moving seamlessly between long-term planning and hands-on operational problem-solving.
- Skilled at building trusted relationships with senior leaders, operational teams, clients and external partners.
- Naturally curious and improvement-focused, with the confidence to challenge the status quo and champion more effective ways of working.
- Collaborative and inclusive in approach, with a proven ability to influence across departments and bring people together behind shared objectives.
- Exercises sound judgement, professionalism and discretion when managing sensitive, confidential or commercially critical information.
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Why Talma?
Talma Travel Solutions continues to invest in technology, infrastructure and an expanding international platform as we pursue ambitious growth across the UK and global corporate travel market.
When you join Talma Europe, you'll be encouraged to:
- Own It: Take accountability and see challenges through.
- Make an Impact: Improve experiences for clients and colleagues alike.
- Show Up: Be a visible, trusted and supportive leader.
- Fail Fast: Challenge outdated processes and embrace better solutions.
- Write Your Legacy: Help build an operation ready for its next stage of growth.
If you're ready to move beyond running an operation and start shaping one, we'd love to hear from you.
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