Head of Customer Growth

Ipswich, Suffolk, UK (On-site)

Salary Not AvailableSenior LevelFull time

Posted 1 month ago

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Job Summary

Own end-to-end Reservations and Customer Services leadership to drive sales and customer satisfaction across a high-volume contact centre.

  • Operations & People: Lead the contact centres and coach a high-performing team to maximize revenue and service quality.
  • Delivery & Performance: Meet sales, conversion, income, service levels, and NPS targets with continuous improvement.
  • Recruitment & Capability: Own hiring, onboarding, and development to sustain excellence and growth.

Job Description

Responsibilities

  • Lead the Reservations and Customer Services Contact Centres at Fred. Holidays, ensuring a consistently high standard of sales performance and customer service across all interactions.
  • Drive departmental productivity and performance, keeping teams engaged, motivated, and focused on maximising revenue while delivering exceptional customer experiences.
  • Oversee achievement of key business objectives including sales and conversion targets, income performance, service levels and Net Promoter Score (NPS).
  • Deliver pre- and post-travel support services.
  • Coach and develop a high-performing team of skilled customer service and sales professionals; foster a culture of continuous improvement and excellence.
  • Lead recruitment, onboarding, and performance management; provide clear direction, ongoing coaching, training and personal development opportunities.
  • Represent the department at internal meetings, industry events and sales functions; contribute ideas and strategic support for growth and success.

Benefits

  • AXA Private medical
  • Life Assurance
  • discounted holidays and cruises
  • retail discounts
  • cash back incentives through Boost Benefits scheme
Fred. Olsen Travel Limited logo

Fred. Olsen Travel Limited

Fred. Olsen Travel offers worldwide holidays, cruises, city breaks, weddings & honeymoons, exhilarating adventures and much, much more. With a range of different specialisms providing online inspiration and high street travel agencies across East Anglia and the south coast, all areas are covered when it comes to how and when you would like to book your trip. Many of our options are tailor-made to your needs so that you can be sure the holiday includes everything you want to see and do.Established in 1987, the business gathered pace with a series of high-street retail shops in East Anglia, which were later joined by agencies in Dorset and Hampshire. More recently, it has diversified online with the introduction of websites focussing on river cruising, city breaks and even expeditions to Antarctica and the North Pole. This is all provided by the Fred.\ Holidays brand, which continues to expand its online portfolio with authentic offerings all over the world. Additionally, Fred. Olsen Travel is the UK general sales agents for Star Clippers, Pullmantur Cruises and Far Horizons.If you are planning a journey for business, do not hesitate to let us take care of that too. Whether you are booking flights with EasyJet, Eurostar services, chauffeured cars, parking at a hotel or any other business travel requirements, we will always be able to source the most competitive price.Finally, we have a dedicated group of cruise franchisees located in every corner of the country, offering a friendly and approachable service in their local area. This makes up our extensive GoCruise & Travel network, which offers the chance for you to start your own franchise too if you wish.

Founded in 1987
Ipswich, England, GBR
68 employees (11 in marketing)

Traffic Signals

Monthly Visitors
3.6K
Traffic Source Mix
Search
52.6%
Direct
34.8%
Referral
7.1%
Social
4.3%
Paid
1.1%

Headcount Trend

Current headcount: ~69

Marketing Team

Marketing Team Size
8 (12% of company)