Delivery Manager

Role: Delivery Manager
Location: Brighton, East Sussex (Hybrid)
Hours: Full-time
Pay: Competitive, depending on experience

An excellent opportunity has arisen for an experienced Delivery Manager to join one of our longstanding clients, an established and growing organisation based in Brighton.

Reporting to the Head of Delivery, this is a key management position responsible for leading and developing a high-performing area of the Delivery function. You will oversee people, resources and operational performance, ensure consistently high standards of customer service while driving efficiency, commercial performance and continuous improvement.

Benefits

Hybrid working, with a minimum of 3 days per week in the Brighton office
Birthday day off
Up to 25 days annual leave based on service
Learning and development opportunities
Opportunity to travel and experience tours firsthand
Collaborative, informal and people-focused working culture
The Requirements

Strong operational experience within travel, group travel or a comparable customer-focused environment
Proven people management experience with the ability to coach, develop and lead through others
Experience managing team performance against objectives and KPIs
Strong resource planning, organisational and prioritisation skills
Experience improving processes, customer experience or operational performance
Confident managing complex customer issues and operational escalations
Strong analytical and problem-solving skills with confident decision-making abilities
Excellent stakeholder management, influencing and communication skills
Commercial awareness with an understanding of customer retention, revenue, margins and profitability
Strong IT skills, including Microsoft Office and operational systems
Resilient and adaptable within a fast-paced and changing environment
Willingness to travel within the UK and overseas when required
Candidates must be suitable to work with children or vulnerable adults, with DBS clearance potentially required
The Role

Lead, manage, coach and develop Senior Delivery Executives
Maintain overall responsibility for Delivery Executives across assigned teams
Set clear objectives and KPIs and conduct regular 1:1s, performance reviews and development conversations
Monitor team performance and address areas of underperformance
Support recruitment, onboarding and development of new team members
Oversee booking and operational performance across assigned areas
Manage workloads, booking volumes, deadlines and team capacity, reallocating resources where required
Ensure effective communication with customers, suppliers and operational partners
Maintain high standards across itineraries, bookings, travel documentation and pre-departure requirements
Coordinate resources during seasonal peaks and periods of operational disruption
Manage complex operational situations and customer escalations
Work with Customer Experience teams to identify trends in feedback and improve service delivery
Identify opportunities to improve processes, systems and ways of working
Lead and support operational improvement projects
Champion effective use of systems, automation and technology
Support commercial objectives including customer retention, upselling, cost control and margin management
Work collaboratively across Sales, Customer Experience, Product, Transport, Overseas Operations, Finance and other internal teams
Identify and manage operational and customer risks, escalating significant issues where required
Ensure compliance with company policies, safeguarding, Health & Safety and regulatory requirements
If you're keen to join an exceptional team where you can lead and develop people, influence operational strategy and play a key role in improving customer experience and business performance, then please apply to this Delivery Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pm