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6 months ago
C&M Travel Recruitment
Salary: £32000 - £35000 per annum + 1450
Location: Edinburgh
Job type: Permanent
Contact: Daniel Knight
Category: Operations Jobs

Position: Senior Market Manager-North America & Long Haul Groups Department

We are looking for a dynamic, customer focused individual with a strong track record in DMC Operations, client management and sales. The candidate will be a self -starter with strong people skills, management experience and with previous experience in working with International clients to join our fast growing UK business.

The Role: Core responsibility for the overall management of customer service delivery principally but not exclusively for the North America & Long Haul markets. To support customer care team in mentoring and supervision in respect of all group bookings.

This is an Edinburgh based position reporting to the UK Director of Customer Care with close lines of communication to the Business Development Manager North America & Long Haul markets.


  • Responsibility for the management of the Customer Care function with respect principally but not exclusively to all English-speaking groups from the North American & Long Haul markets. Continued mentoring of the North America & Long Haul team. Key to this is to ensure that all group operations for the company run smoothly, on a timely basis and to ensure that the company's profit margin targets are achieved on each file.
  • Direct responsibility for customer care handling of key specific accounts as directed by the UK Director of Customer Care or Managing Director.
  • To undertake to be the first point of escalation for North America & Long Haul Customer Care team for advice on day to day issues.
  • Manage the activities of all staff assigned to the North America & Long Haul Groups area, including interns in the Groups Department and regular team meetings. This function also extends to staff rostering and handling annual leave requests and workloads during annual leave periods.
  • Support Customer Care team as required and as directed by the UK Director of Customer Care.
  • To ensure company standards of customer care are met including monitoring of responses to clients and ensuring clients are responded to in a timely and professional manner.
  • Development of relationships with overseas clients.
  • Active hands on role in developing and maintaining strong relationships with both existing and potential new clients in the North America & Long Haul markets through participation on client site inspection trips, meeting with clients while in the UK and any agreed oversees meetings with Key Accounts in the market place.
  • Attending Trade Shows as appropriate
  • Ensure that the Department's 24 hour emergency phone number is in operation at all times. This also includes sharing the roster duty with other Customer Care staff members.
  • Working in conjunction with the Operations Manager in providing operational support if required.
  • In conjunction with the UK Director of Customer Care to carry out regular reviews with staff within the customer care team, managing priorities and workload.
  • Any other duties as assigned from time to time by the UK Director of Customer Care or Managing Director.


  • Fluency in English is an essential requirement (oral & written) and another language French, German or Italian or Spanish would be highly desirable.
  • Good knowledge of the UK-wide tourism industry products essential
  • Experience in dealing with North American clients and groups ranging from performance groups (to include choirs and orchestras), pilgrimage groups & high end luxury groups is preferential
  • Excellent organizational skills with good attention to detail
  • Excellent customer care and communication skills
  • Team player able to work in a busy environment

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates.

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