Location: UK preferred (DE considered)
Contract: Fixed Term – 11 months
Salary: £75K-80K per annum/ pro rata
Hours: Full-time
Reporting to: Chief Growth Officer (Isabelle Pinson)
Desired Start Date: September 1, 2025
About us
TravelLocal, now proudly B Corp Certified, is a travel company with a difference. We forge partnerships with hundreds of handpicked, locally-owned tour operators in nearly 100 destinations worldwide, crafting amazing tailor-made holidays. Our mission? To reimagine travel by making it fairer and more sustainable. Each journey with us contributes to making travel a force for good.
At TravelLocal, travel is more than mere exploration. It's about genuine human connections made across the world and the incredible, life-changing rewards that come from sustainable practices—for travelers, locals, and the planet.
In the last few years, we have helped more than 50,000 customers from 90 countries to create their perfect trip on the TravelLocal platform. Each time they book with us, they're connecting with the heart of their destinations, supporting our local tour operators, increasing local employment and changing a whole industry for the better. They get an amazing trip, too – the kind that only local knowledge and expertise can create.
We're a VC-backed entity with a footprint in Bristol and Berlin, embracing a flexible, remote-friendly work culture.
Tasks
About the role
As Head of Travel Experience & Supply, you will be a senior leader in the business and own the supply side of our marketplace—managing relationships with our global network of Local Tour Operators (LTOs), and ensuring that the travel experiences they deliver are commercially strong, high-quality, and aligned with customer demands.
You will lead the Travel Success Team (TST) which consists of 6 people straddling across partner management, customer support, training, and travel product development. Your work will directly impact customer satisfaction, partner performance, and company-wide revenue and margin targets.
You’ll be a key member of the Growth Leadership Team, working closely with Marketing, Product, Finance, and Content to ensure supply-demand alignment and a high-performing partner ecosystem.
This is a maternity cover for 11 months. We are a remote-first company. Occasional attendance at team meetings in London or Bristol is encouraged but not essential. Attendance at two company-wide offsites per year is compulsory.
Note: “Product” in this role refers to our travel offering (destinations, itineraries, pricing). It is distinct from the Tech Product team, which manages the digital platform and tools.
What you will do
Team Leadership & Strategy
* Own the overall direction for the supply-side function, including partner performance, service delivery, and travel product development
* Lead and develop a team of six direct reports, covering partner management, customer support, training, and travel product
* Set strategic goals and ensure team priorities align with company-wide objectives
* Provide coaching, direction, and performance support across the team to enable them to do their roles effectively
* Represent the supply function in senior forums and contribute to business-wide planning
Partner & Supply Management
* Own the strategy for managing our global portfolio of Local Tour Operators (LTOs), ensuring partner performance, coverage, and commercial contribution
* Guide the Partner Relationship Managers in monitoring performance, identifying commercial opportunities, and managing underperformance or disengagement
* Set the approach for destination-level planning, supply balancing, and performance evaluation
* Ensure account management activities align with broader commercial and operational goals
Travel Product & Pricing
* Own the travel product strategy across the supply side, ensuring our destination and itinerary portfolio aligns with customer demand, sustainability goals, and commercial performance
* Guide the delivery of partner selection, onboarding, and trip curation to maintain a high-quality, relevant, and competitive product range
* Oversee pricing and commission strategy, ensuring competitiveness while supporting contribution targets
* Set direction for continuous development of our product offering, including identifying gaps, testing new formats, and responding to emerging trends
Customer Experience & Support
* Own the supply-side delivery of a high-quality customer experience through our Local Tour Operators
* Guide the Customer Success team in identifying trends in customer queries, complaints, and reviews to drive service improvements
* Set the approach for issue resolution, ensuring feedback loops are in place to improve partner performance and customer satisfaction
* Ensure support processes are efficient, consistent, and aligned with our brand promise
* Occasionally identify and act on opportunities to build strong direct customer relationships, particularly where it supports repeat business from high-value customers
Training & Community
* Own the strategy for LTO training, enablement, and engagement across the partner network
* Guide the Training Manager in delivering content, tools, and initiatives that support quality, consistency, and operational readiness
* Set the direction for partner communications and community-building efforts, fostering a sense of connection and shared purpose
* Ensure training supports both new partner onboarding and continuous improvement for established LTOs
Cross-Functional Collaboration
* Plan monthly for revenue delivery in coordination with the Marketing team, ensuring destination and supply-side decisions support commercial goals
* Align closely with Marketing to ensure destination prioritisation, supply-demand balance, and commercial performance
* Collaborate with Tech Product and Engineering to shape LTO tooling and improve the digital customer journey
* Partner with Finance to ensure efficient partner payments and resolve financial issues affecting LTOs
* Provide supply-side insight to support cross-functional planning, prioritisation, and delivery of company objectives
Requirements
Must-Haves
* Minimum 8 years’ experience in operations, sales, supply partnerships, or account management, within the travel sector
* Proven track record of managing and developing multi-functional teams, including business partner-facing and operational roles
* Experience managing teams in a remote or distributed environment
* Strong commercial acumen, with the ability to translate performance insights into operational improvements and partner strategies
* Data-driven and outcome-focused, with a structured, test-and-learn approach to problem-solving
* Excellent communication skills, with the ability to tailor messaging across stakeholders, from partners to internal teams to senior leadership
* Comfortable operating in a fast-paced, always evolving environment, with a strong sense of ownership and bias for action
* Constantly seeks opportunities for improvement—whether operational, commercial, or process-related—and balances quick experimentation with the ability to scale what works
* Fluency in English
Nice-to-Haves
* Experience working across multiple countries, languages or cultural contexts
* Experience working within a two-sided marketplace or platform business
* Familiarity with our remote-first tools (e.g. Google Workspace, ClickUp, Customer.io)
* Experienced in B2B relationships, specifically with DMCs
* German language skills
Benefits
What we offer
* An international team and a company culture that actively supports growth and learning
* Modern offices in Berlin or Bristol
* Option to work fully remotely in your country of residence
* Option to work remotely temporarily upon passing your probation period (within Europe)
* Yearly all-company off-sites (inclusive of travel and accommodation)
* Flexibility in working hours
* 26 vacation days per year, increasing with length of service
* Public Holidays in line with Berlin, Bristol, or the country you are based in
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
#J-18808-Ljbffr