Head of Service Excellence Sales Management Jacada Travel Hybrid Remote

We are a luxury travel company offering completely personalised, private trips all over the world. We strive to be well-travelled friends that our clients can come to for advice and inspiration and to get under the skin of the destinations they visit by connecting them with people and experiences that will leave a lasting impression and create unforgettable memories.

Your role will be to examine existing processes and interactions at Jacada, with a particular focus on our valued repeat clients, to drive increased conversion and retention of this group of travellers. Reporting directly into the Head of Sales & Operations, you will provide qualitative analysis of all aspects of repeat client interaction with the travel design team and help shape continued improvement of the repeat client experience.

You will also be responsible for designing, owning and implementing Jacada's dissatisfied client strategy and alongside Heads of Region, you will be responsible forensuring that all levels of client complaints are resolved in line with this strategy. You will be willing to step in and play an active role in resolving the most complex or challenging client complaints, responding on behalf of the Head of Sales & Operations, Head of Client Experience and Founder.

Driving Repeat & Referral Conversion

• Develop and implement strategies that elevate the experience for repeat and referral clients, ensuring each journey surpasses the last.

• Analyse communication(written and verbal) and recommend improvements to maximise conversion rates and enhance client engagement.

• Provide actionable insights and recommendations to senior leadership to shape elevated service guidelines for repeat and referral clients.

• Establish and refine minimum standards for repeat and referral clients to ensure a consistently elevated experience for repeat travellers.

• Identify and address patterns in non-converted repeat enquiries, driving targeted improvements to boost overall conversion rates.

• Directly engage with non-booking repeat clients (2+ trips) to understand their experience, share insights, and shape future interactions.

Client Retention Strategy

• Design, implement, and own Jacada's strategy for managing dissatisfied clients, ensuring all complaints are addressed effectively and efficiently.

• Analyse trends in client feedback, providing tools and guidance on effectively categorising complaints and actionable recommendations for improvement.

• Collaborate with regional and senior leadership teams to align retention strategies and share best practices globally.

• Provide guidance as required to Sales Managers and Heads of Travel Design on achieving resolutions aligned with Jacada's client retention goals.

• Directly engage with clients to resolve the most serious escalated complaints

• A proven track record in sales and client service, preferably with high-net-worth individuals (HNWI) in a luxury or travel environment.

• Demonstrated ability to resolve complex client complaints creatively and proactively.

• Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights.

• Exceptional communication skills (both written and verbal) with a diplomatic and open-minded approach.

• Proven experience in stakeholder management, with the ability to collaborate effectively across departments and with senior leadership to drive alignment and achieve business objectives.

• A resilient, solution-focused mindset and a proactive attitude toward challenges.

• Commercial acumen and a deep understanding of the value of repeat and referral business.

• A passion for continuous learning and improvement.

• Competitive salary: £47,500-£60,000 (dependent on experience).

• Company performance-based annual bonus: Up to 15% of salary tied to key KPIs, including repeat and referral booking conversion.

• Flexible Working Policy.

• 25 days of annual leave plus bank holidays.

• Annual familiarisation trips to experience Jacada's offering first-hand

• A collaborative, inclusive workplace dedicated to innovation and client excellence.