Contractor Head of Travel Experience & Supply

About the role

As Head of Travel Experience & Supply, you will be a senior leader in the business and own the supply side of our marketplace—managing relationships with our global network of Local Tour Operators (LTOs), and ensuring that the travel experiences they deliver are commercially strong, high-quality, and aligned with customer demands.

You will lead the Travel Success Team (TST) which consists of 6 people straddling across partner management, customer support, training, and travel product development. Your work will directly impact customer satisfaction, partner performance, and company-wide revenue and margin targets.

You’ll be a key member of the Growth Leadership Team, working closely with Marketing, Product, Finance, and Content to ensure supply-demand alignment and a high-performing partner ecosystem.

This is a maternity cover for 11 months. We are a remote-first company. Occasional attendance at team meetings in London or Bristol is encouraged but not essential. Attendance at two company-wide offsites per year is compulsory.

Note: “Product” in this role refers to our travel offering (destinations, itineraries, pricing). It is distinct from the Tech Product team, which manages the digital platform and tools.

What you will do

• Team Leadership & Strategy
  • Own the overall direction for the supply-side function, including partner performance, service delivery, and travel product development
  • Lead and develop a team of six direct reports, covering partner management, customer support, training, and travel product
  • Set strategic goals and ensure team priorities align with company-wide objectives
  • Provide coaching, direction, and performance support across the team to enable them to do their roles effectively
  • Represent the supply function in senior forums and contribute to business-wide planning
• Partner & Supply Management
  • Own the strategy for managing our global portfolio of Local Tour Operators (LTOs), ensuring partner performance, coverage, and commercial contribution
  • Guide the Partner Relationship Managers in monitoring performance, identifying commercial opportunities, and managing underperformance or disengagement
  • Set the approach for destination-level planning, supply balancing, and performance evaluation
  • Ensure account management activities align with broader commercial and operational goals
• Travel Product & Pricing
  • Own the travel product strategy across the supply side, ensuring our destination and itinerary portfolio aligns with customer demand, sustainability goals, and commercial performance
  • Guide the delivery of partner selection, onboarding, and trip curation to maintain a high-quality, relevant, and competitive product range
  • Oversee pricing and commission strategy, ensuring competitiveness while supporting contribution targets
  • Set direction for continuous development of our product offering, including identifying gaps, testing new formats, and responding to emerging trends
• Customer Experience & Support
  • Own the supply-side delivery of a high-quality customer experience through our Local Tour Operators
  • Guide the Customer Success team in identifying trends in customer queries, complaints, and reviews to drive service improvements
  • Set the approach for issue resolution, ensuring feedback loops are in place to improve partner performance and customer satisfaction
  • Ensure support processes are efficient, consistent, and aligned with our brand promise
  • Occasionally identify and act on opportunities to build strong direct customer relationships, particularly where it supports repeat business from high-value customers
• Training & Community
  • Own the strategy for LTO training, enablement, and engagement across the partner network
  • Guide the Training Manager in delivering content, tools, and initiatives that support quality, consistency, and operational readiness
  • Set the direction for partner communications and community-building efforts, fostering a sense of connection and shared purpose
  • Ensure training supports both new partner onboarding and continuous improvement for established LTOs
• Cross-Functional Collaboration
  • Plan monthly for revenue delivery in coordination with the Marketing team, ensuring destination and supply-side decisions support commercial goals
  • Align closely with Marketing to ensure destination prioritisation, supply-demand balance, and commercial performance
  • Collaborate with Tech Product and Engineering to shape LTO tooling and improve the digital customer journey
  • Partner with Finance to ensure efficient partner payments and resolve financial issues affecting LTOs
  • Provide supply-side insight to support cross-functional planning, prioritisation, and delivery of company objectives

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