Job Description
PURPOSE:
The Head of Sales Operations is responsible for leading the operational delivery of all guests booked via the UK Tour Operating Company (TOC). This strategic role ensures that every guest journey, from trip confirmation to travel, is seamless, personalised, and world-class. By championing exceptional guest service, the role directly contributes to repeat business, brand loyalty, and long-term commercial success.
While not directly involved in selling, the Operations team plays a vital role in supporting the Tour Operator to achieve its sales goals. The Head of Sales Operations ensures that support teams work hand in hand with sales, delivering timely, accurate, and commercially aligned operational support that enhances speed to market and strengthens competitive positioning.
The role is also focused on embedding a culture of service excellence, accountability, and continuous improvement. It drives process optimisation and operational efficiency, ensuring that systems and workflows evolve in line with business growth and technological advancement. Working cross-functionally with internal teams, A&K Destination Management Companies (DMCs), and third-party partners, the Head of Sales Operations oversees a high-performing team and acts as a key decision-maker during crisis situations
Responsibilities
Leadership
- Lead, inspire, and develop the UK Operations team to deliver exceptional guest experiences and operational efficiency.
- Create a departmental culture of accountability, collaboration, and continuous improvement.
- Set clear objectives, KPIs, and service standards aligned with business goals.
- Act as a strategic leader during crisis situations, ensuring effective communication and resolution.
- Communicates clearly, openly and persuasively: readily and confidently leading and implementing change.
Personnel & Team Management
- Provide guidance and support to team members, ensuring they are equipped to deliver high-quality service.
- Conduct regular one-to-one meetings to monitor performance and set objectives.
- Collaborate with HR and senior leadership on recruitment, retention, and succession planning.
- Maintain a fair and consistent approach to performance management.
- Organise regular team meetings to review processes, policies, and workload.
- Support the Duty Management team and act as senior escalation point for operational issues.
- Oversees the onboarding and training of new employees, ensuring they integrate smoothly and quickly into the team.
- Ensures performance appraisals are conducted regularly and aligned in tone and evaluation standards with other teams.
- Manages and approves holiday requests within the team to maintain optimal staffing levels across the department and company.
Operations & Service Delivery
- Own the end-to-end operational journey for all A&K UK guests.
- Oversee reconfirmation of services with DMCs and partners, ensuring accuracy and reliability.
- Ensure timely and high-quality production of personalised travel documents.
- Champion service excellence across all operational touchpoints.
- Monitor guest feedback and operational metrics to identify trends and opportunities.
Partner Engagement & Commercial Impact
- Build and maintain strategic relationships with DMCs and third-party suppliers.
- Negotiate service terms and monitor partner performance.
- Represent UK Operations in global forums and cross-market initiatives.
- Align operational delivery with commercial objectives to drive guest loyalty and lifetime value.
Process Improvement & Technology Integration
- Lead the review and optimisation of operational processes.
- Champion adoption of new systems and tools to enhance efficiency and guest experience.
- Collaborate with IT, Product, and Sales teams to ensure operational readiness for new launches.
General & Operational
- Respond proactively and positively to all reasonable requests from Directors, VPs other members of SLT.
- Actively support in times of crisis or major operational incidents, taking initiative and ownership of departmental issues when necessary.
Unusual Circumstances / Challenges
- The travel industry is dynamic. You may be required to work additional hours during peak seasons to ensure seamless operations.
- Contribute to the team by participating in the emergency response rota system for some weeks throughout the year (optional).
Essential
EXPERIENCE & QUALIFICATIONS:
- Proven experience in a senior operations role within luxury travel, hospitality, or a related industry.
- Strong leadership credentials with a track record of managing high-performing teams.
- Deep understanding of guest service delivery and operational logistics.
- Experience working with DMCs and third-party suppliers.
- Commercial awareness and ability to align operations with business goals.
Desirable
- Familiarity with travel documentation and itinerary production.
- Experience with CRM and travel systems.
- Exposure to process improvement and change management methodologies.
Person Specification
- Strategic thinker with a hands-on leadership style.
- Commercially astute and relentlessly guest focused.
- Excellent communicator and relationship builder.
- Adaptable, resilient, and solutions oriented.
- Highly organised with meticulous attention to detail.
- Passionate about service excellence and continuous improvement.
What We Offer
- Competitive salary
- Company pension plan from start of employment, with employer contributions increasing after 10 years of service
- 26 days annual leave – in addition to bank holidays, plus the ability to buy an additional 5 days or sell 5 days
- Discounted trips through A&K Travel Group Travel Benefit Program (includes friends and family)
- Discounted Gym Membership – we offer a contribution of up to £35 a month at either Virgin Active Gym (London) or to other gyms through GymFlex.
- Private Healthcare through BUPA with individual cover paid for by the company
- Life Assurance (4x base salary paid out as tax-free sum)
- Hybrid working – we value collaboration and ask employees to come to the office for a minimum of 4 days per week
- Enhanced Paid Parental Leave – 18 weeks full pay
- Employee Assistance Program – includes access to wellbeing resources and counselling
- £1,000 Recruitment Referral Bonus
- Cycle to work scheme
- Season Ticket Loans
- Regular Social Events
This Role Profile highlights the key responsibilities but is not intended to be exhaustive.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
