Top View is seeking a dynamic and customer-focused Head of Tours & Customer Experience to lead its sightseeing operations in London. This role is pivotal in ensuring that every guest enjoys a seamless, engaging, and memorable experience across all touchpoints, whether through tour guides, the website, or online travel agency (OTA) partners.
The ideal candidate will combine operational leadership with creativity, balancing day-to-day management with innovation in tour design and seasonal product development.
Key responsibilities
* Lead, coach, and inspire the tour guide team to deliver exceptional, engaging, and informative customer experiences.
* Develop and manage the tour guide rota, ensuring efficient scheduling to meet operational and seasonal demand.
* Oversee departmental budgets and costs, implementing measures to optimise efficiency without compromising quality.
* Maintain and continuously improve the quality of customer interactions across tours, website, and OTA platforms.
* Implement customer feedback processes and use insights to drive improvements in service delivery.
* Collaborate with digital and sales teams to ensure consistent and compelling communication across all platforms.
* Research, design, and present new tour ideas that align with customer interests and company strategy.
* Lead the full implementation of new products, from concept to delivery, ensuring operational readiness and quality control.
* Manage and evolve seasonal experiences – including flagship offerings such as the North Pole Express – to maximise customer engagement and revenue.
* Work closely with sales, marketing, and operations teams to align tour offerings with business goals.
* Provide strategic input on market trends, competitor analysis, and customer behaviour to guide company growth.
* Represent the tours department in leadership discussions, ensuring customer experience remains central to business strategy.
* Proven experience in tour operations, visitor attractions, or hospitality management.
* Strong leadership skills with experience managing teams and rotas.
* Demonstrated ability to control budgets and drive operational efficiency.
* Excellent communication and interpersonal skills.
* Customer-first mindset with a passion for creating engaging and memorable experiences.
* Knowledge of London’s tourism and sightseeing landscape.
* Experience managing OTA relationships and digital customer touchpoints.
* Creativity in product design, along with the ability to take ideas from concept to execution.
* Seasonal or event management experience, particularly with themed products.
How to apply
Please send your CV and cover letter to Marc Pembroke.
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