Journee
Senior Travel Expert
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The role in a line
You turn people considering a Journee proposal into bookings. You own every conversation with someone who hasn't booked yet, and you start the ones that aren't happening today.
About Journee
Journee is a surprise travel company. Our Explorers answer a few questions, we plan and book the whole trip, and they don't find out where they're going until they're at the airport. We're growing fast across the UK, US and Canada, with a 4.8/5 rating from 2,000+ reviews.
More than 20,000 people request a Journee proposal every month. The vast majority say they love the sound of their match, but given it is a high trust, low frequency purchase, conversion to book is low. We know that people who message us with questions or changes are far more likely to book than people who don't, but only around 5% of people who get a proposal message us.
That gap is part of the job. You own the conversation with the people who do get in touch, and you start the conversations that aren't happening today.
This is a hands-on, individual contributor role. You'll reply to every message from someone who hasn't booked yet, and run tests to reach the ones who never message at all.
Why this role exists
Until now, one small team split across London and India has looked after both the people deciding whether to book and the people already travelling. Those are two different jobs. Someone weighing up a trip needs patience and persuasion. Someone locked out of an apartment at 2am needs calm and speed. So we are splitting the two and building a team whose whole job is to solely focus on conversion. You would be one of the first two people focused solely on this, and between you, you’d own the leads pipeline completely (both reactive replies to people who message and outreach test cadences).
What you'll own
- The leads conversation as a proper queue, shared with one colleague: every WhatsApp, SMS, email and the occasional call from someone still deciding, worked like a pipeline where every thread has an owner and a next step.
- Any incoming lead message. Whether it's specific questions, requests for changes, hesitations or special add ons, you respond with the aim of solving the user’s problem and converting the lead into a booking. You’ll have authority to rematch a destination and change trip details (e.g. dates and budgets) if that helps get them over the line. The skill is knowing our catalogue well enough to do it fast and get it right.
- The outreach programme. A sequence of tests where you'll contact leads who haven't contacted us but look high intent and could use a hand. One test live at a time, each with a metric agreed before it starts and a line below which we kill it. You write the messages, work the lists, and log what happens.
- The objection library. Every reason someone didn't book, logged, tagged, and used by the product team. You're the person who hears the whole conversation, synthesises the insights and shares it with the team.
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What success looks like in your first six months
- You handle your half of the lead queue solo. Nothing sits unanswered and nobody checks your replies before they go.
- You know the catalogue well enough to rematch someone in a single message, at the speed the conversation needs.
- You've run at least three outreach tests, each with a metric agreed before the first send, and killed the ones that didn't clear it.
- The objection library is good enough that we change the proposal or matchmaking because of something you found.
- The people you reach out to book more often than the ones we deliberately hold back as a control group, and you can show it.
What you'll bring
Must-haves:
- 3-5 years in a written-first, high ticket consumer business where trust is the thing being sold.
- You write with warmth and like a human. A 40-word WhatsApp that changes someone's mind is harder than a 400-word email, and you know it.
- You're numerate enough to read a test result and know what it does and doesn't show.
- You can give someone your full attention in the moment and switch cleanly to the next person as you work the queue.
- You're comfortable enough on the phone that if a lead wants to talk, you're as effective on a call as you are in writing.
- You use LLM tools extensively to fill gaps and work faster, for example to analyse how your tests are doing, but not to outsource judgement.
- You've travelled enough to be able to talk about places from memory. You'll learn our catalogue fast because you already have the mental map.
- You're happy working some weekends a month on a published rota.
Nice to have:
- A travel background. You might be a Senior Travel Consultant or Trip Specialist today, at a tour operator, an OTA or a tailor-made travel company.
- Experience running outreach, lifecycle or sales tests with a control group.
- Experience selling to both UK and US customers.
This role probably isn't for you if:
- You're mainly a phone closer. Most of this job happens in writing, and the bar for the writing is high.
- You want to design itineraries. You can tweak someone’s match but our catalogue team builds the trips.
- You think conversion is the end goal, even when it means someone books a trip that isn't right for them and tells us so afterwards.
- You need a playbook. A lot of what you'll do here has never been tried, and the first version of it will be yours.
- You'd rather not have a number against your name. We'll measure whether the conversations in the tests make people book against a control group, and sometimes the answer will be no.
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The logistics
- Title: Senior Travel Expert
- Type: Full-time, permanent, Individual contributor role (no direct reports)
- Location: London - hybrid, in our Bethnal Green office Tuesday to Thursday
- Reports to: Megha, Founder & Chief Product Officer
- Salary: £37,000 to £46,000 depending on experience
- Benefits: Employee share options, so you own a piece of Journee, 25 days holiday plus bank holidays, and £1,000 a year to spend on a Journee trip of your own
- Start: As soon as possible
- Other: We hold a Skilled Worker sponsor licence and are open to sponsoring the right person
How to apply
Everything starts with the form below. It asks you a few questions about your experience and interest in the role and should take you about 15 minutes to submit. We read every response.
What happens next
After the form, if we were to proceed with you, the next steps are:
- A written task. Three hypothetical inbound lead conversations to write replies to, and a test idea for outreach based on our existing proposal flow. This should take you around 1-1.5 hours. The process is the same for everyone, and we’ll never publish what you write.
- A structured interview with the founders. We go through your replies, get to know you, and dig into how you think about testing.
- A paid trial day in our Bethnal Green office. Real threads alongside the person you'd work with, then you spec a real test and present it.
- An offer, if it's a yes on both sides.
We reply to everyone who does the task.
Everyone is welcome
Journee is an equal-opportunity employer. We hire for talent, hunger and the drive to make things happen, and we welcome applicants from every background. Need an adjustment to the process? Just tell us and we will sort it.
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