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CX job vacancy of the week: Your Golf Travel

7th Jun 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX job of the week: Your Golf Travel

This week: Chief Customer Officer – London, United Kingdom

The world's largest golf travel business, are looking to recruit a Chief Customer Officer to join their senior leadership team and to lead, manage and drive the sales and customer experience teams of Your Golf Travel.

Responsibilities

  • To manage and lead the sales team of ‘golf experts’ responsible for converting new enquiries and rebooking the 1000s of current and historic yourgolftravel.com customers.
  • To lead the customer service post booking operations and customer relations and complaints aspects of yourgolftravel.com to ensure all bookings, amendments and balances are administered and breaks are enjoyed by the golfers.
  • To meet agreed company and department budgeted KPIs, including gross margin, retention %, winback %, passenger carryings, and satisfaction scores.
  • To manage sales and customer agent performance in line with the agreed KPIs.
  • To work as part of the senior leadership team, driving the business strategy through a joined up annual business and tech plan.
  • To utilise and manage the booking platform, CRM system, phone system, other customer communication channels and systems to ensure the highest possible enquiry, booking and subsequent customer support setup for the customers is in place.
  • To manage and support key partnership sales account opportunities and high net worth individual accounts as appropriate.
  • To ensure a suitable ‘always going the extra yard’ induction and ongoing training development programme with clear progression is in place for all roles within the sales and customer support teams, including familiarisation trips.
  • To provide internal and external training to ensure product knowledge also supports the yourgolftravel.com ethos.
  • To work with the commercial, marketing and product teams to optimise the volume, customer info and types of enquiries are generated and converted.
  • To agree and manage against key sales and customer service budgets and metrics for the annual budget.
  • To ensure a suitable resolution on issues arising from booking, post booking or post travel related queries and complaints should they arise.
  • Working with the Deputy Sales Director, Head of Sales Performance and the Sales Team Leaders to manage the sales team performance and staffing levels.
  • Working with the Head of Service and Training to develop a training programme for new starters and ongoing sales and customer agent/management development.
  • Working with the Customer Experience Manager and Customer Service teams to ensure the customer support and relations teams are delivering and supporting the customers golf experiences providing an ‘always going the extra yard’ service ethos.

Requirements

  • Track record in a sales management/leadership environment.
  • Substantial experience in sales and customer experience environments.
  • Travel experience would be beneficial but not essential.
  • An outstanding manager of people with a high level of commercial acumen.
  • Incredible communication and presentation skills.

For further information and to submit an application, visit the Your Golf Travel job board.

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