Great opportunity for an Operations Manager if you are numerate and a systems-minded manager

This is an operations role built on data and systems: you will own the numbers that show how the team is performing. If you are an operations Manager looking for a change then this could be for you.

The Job:

• Own the numbers for the customer team — conversion, contacts per booking, response and resolution times, average booking value, review scores — and build the analysis yourself rather than waiting to be handed it
• Be genuinely fluent in a spreadsheet and comfortable interrogating a report or a database: very little of what you need will arrive pre-packaged
• Own our CRM end to end — the data model, the pipelines, the fields, the automations and the reporting built on top of them. You are the person who makes the system work, not the person who raises a ticket about it
• Lead the implementation and ongoing configuration of the CRM alongside the technology team, including data migration, data quality and getting the team to actually use it
• Keep our mid-office and CRM records accurate enough that marketing, finance and product can rely on them without checking
• Design, document and implement the processes the team works to, and keep them current as the systems change around them
• Specify what the team needs from our own technology, bring the evidence for why it should be that and not something else, and test and sign off what gets built
• Report clearly and honestly on team and service performance at our weekly business review — the numbers, what sits behind them, and what you are doing about them
• Understand where the workload actually comes from — by brand, by day, by hour, by type of contact — and staff against the demand rather than against habit
• Build and run the rota: cover across our opening hours, peaks, weekends and absence, without carrying idle capacity in the quiet periods
• Own the customer experience end to end —from enquiry to return
• Take personal ownership of complaints and escalations, and handle the genuinely difficult cases yourself
• Set individual targets, coach against them, and hold people to them fairly and consistently
• Lead, develop and motivate a team of five, with the structure to grow as volume does
• Establish two named specialisms — escalations and travel trade — and support both people into those roles
• Support the growth of our travel trade channel, which we intend to take from a standing start to a meaningful share of sales