Head of Operations – Luxury Travel

About the role

The company is an established luxury travel provider serving high‑net‑worth and ultra‑high‑net‑worth clients. As Head of Operations, you will lead day‑to‑day business activities, ensuring exceptional service delivery and driving growth.

Key responsibilities

• Own all operational aspects of the business alongside the Managing Director.
• Lead, coach and manage the sales and travel design team, driving targets, call quality, conversion and pipeline performance.
• Conduct regular KPI, sales pipeline and performance reviews.
• Partner with external HR advisers to manage performance, conduct, onboarding and rostering.
• Foster a motivated, accountable team culture.
• Oversee the complete client journey from enquiry to post‑trip follow‑up, ensuring a consistent, high‑quality experience.
• Manage the Business Support team responsible for administrative, financial and operational functions.
• Coordinate marketing initiatives as the operational point of contact.
• Serve as senior escalation point for client complaints and service recovery.
• Develop scalable operational infrastructure, including workflows, reporting, SLAs and quality frameworks.
• Report regularly to the Managing Director on sales, team performance, client experience and operational risks.

Required profile

• Minimum ten years of professional experience, with a strong track record in the travel industry.
• Experience in luxury, tailor‑made or high‑end travel is strongly preferred.
• Demonstrated ability to manage and develop cross‑functional teams (sales, operations, client service, business support).
• Proven coaching skills to drive commercial targets and service‑quality metrics.
• Experience handling people matters in partnership with external HR specialists.
• Natural ability to build culture, energy, accountability and pride across a team.

Required skills