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We are seeking an experienced Head of Group Operations to lead operational planning and delivery for JG Travel Group, a respected multi-brand Tour Operator. This role offers a significant opportunity to contribute to the company's strategic goals.
Reporting to the Group Product Director, you will oversee the delivery and planning of transportation and tour itineraries. Success involves providing exceptional customer experiences through efficient operations across domestic and international offerings, while maintaining cost controls, legal compliance, and health and safety standards.
This hands-on leadership role requires managing and engaging a shift-based team, including a Duty Office, with excellent negotiation skills. Specific responsibilities include:
* Managing daily operations of the teams;
* Organizing the 7-day Duty Office, including rotas, weekend and out-of-hours coverage;
* Setting performance targets, coaching, motivating, and developing team members;
* Negotiating contracts with coach and feeder suppliers, ensuring quality and budget adherence;
* Managing the fleet size and quality through negotiations;
* Planning and organizing coach and feeder vehicle requirements;
* Negotiating contracts with airline, transfer, ferry, and rail providers;
* Enforcing and reviewing Service Level Agreements to ensure service quality and reliability;
* Maintaining transport and driver standards, leading the 'Drivers Academy' program;
* Managing coach interchanges efficiently and cost-effectively;
* Ensuring seamless delivery of tours and itineraries for optimal customer experience;
* Maintaining legal compliance and health & safety standards;
* Monitoring customer feedback and collaborating with suppliers to address issues;
* Minimizing customer complaints and compensation, and recovering costs where possible;
* Streamlining processes while maintaining high service levels;
* Utilizing technology to improve operational efficiency and profitability;
* Staying informed on sales and product trends affecting logistics and advising the product team;
* Collaborating with Commercial and Finance teams to control operational costs within budget.
The ideal candidate will possess strong leadership and planning skills, with a background in service delivery focused on customer experience. Knowledge of UK & EU PSV driver hours and a Management CPC qualification in PSV Operations are desirable.
If you believe you are suitable for this role, please send your CV and cover letter to Helen Moylan, Chief Customer & People Officer, at [emailprotected].
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