Head of Programme - Europe, Boston, Massachusetts

JOB DESCRIPTION

Job Title: Head of Programme

Department: Specific Geographical Programme, within single source market

Permanent/Full Time: Permanent

Reports to: Head of Sales and Service for that source market

Any Direct Reports: Programme Managers and Regional Sales Managers (of your office location)

Job Purpose:

Lead your programme, creating a successful sales & service culture in line with the Audley values, with a focus on personal development and employee engagement.

Own the P&L for your specific geographical programme, within your source market, working collaboratively with other HoPs and across the business to ensure we maximise profits.

Ensure the client is at the heart of everything we do – both within your programme and across the business.

Accountabilities/Responsibilities:

Leading the programme

Creates a positive, competitive and supportive sales environment to maximise the potential of all enquiries whilst delivering excellent customer service
Able to communicate the programme strategy to all levels and inspires team to follow it.
Lead, manage and develop PMs & RSMs (of office location) to ensure they have the tools to deliver the programme strategy as effectively and efficiently as possible, holding them to account and offering praise as appropriate
Is a role model of Audley’s values and behaviours, ensuring that these are embedded throughout the programme.
Is aware of UK needs and thinks about the wider context before making decisions.

Able to lead and manage change effectively. readily and confidently leading and implementing change  

P&L Owner

Creates and is accountable for the department budget and long-range plan.
Takes ownership of the inputs (e.g. recruitment, capacity, enquiry management) and the actions needed to drive the right outputs.
Leads the managing and implementing of resource levels and active capacity, recruitment, retention and succession planning – working in conjunction with the Resourcing and HR team. 
Responsible for accurate pricing at point of sale and the management of costs – eg margin dilution, ppc spend, compensation, cancellations, fam costs, travel season compensation.
Influences and plays an active role in the creation of a marketing plan for your source market – including plans for brochure production and the web - in conjunction with the marketing team
Work with the Product team in influencing and creating a Product Plan, ensuring trading insight is regularly provided to the Product Team to enable product development, effective pricing and supplier performance evaluation
Is aware of, and adapts accordingly to external factors such as, politics, technology, client trends and the economy.
Identifies opportunities for future growth.

Client first

Ensures team follow Audley Way process to ensure consistent delivery of service levels to clients to protect and enhance our R&R model
Working with Product, ensure successful operation of all client trips to programme area from their source market, ensuring delivery of excellent service.
When appropriate, deals with escalated complaints to ensure they are resolved effectively and efficiently with a view to the client becoming an advocate
Remains close to clients by being present and visible at client events as required
Takes the lead when faced with operational issues, taking initiative and overall responsibility for departmental issues where appropriate, as per the Operational Incident Guidelines
Work with the Product Team & Operations Department to ensure Programme compliance with Audley guidelines regarding product selection, health and safety procedures and compliance (ABC, slavery and sanctions)

And finally…

Responds positively to all reasonable requests as asked by Directors
Ensures that company policies and processes are implemented and followed by all

Person Specification:

Will be a highly engaging leader who can inspire others and bring people with them through great collaboration, knowledge and expertise, thereby driving business results through management and development of high-performing teams.

The person will be highly motivated and driven to achieve excellent results through their team

Ability to learn and work with Audley systems and processes   

Excellent communication skills with the ability to deliver clear and concise messages (both written and oral).  Is resilient to pressure, whilst remaining calm and clear minded.

Strong leadership, stakeholder management, and influencing skills across multiple stakeholder groups

A positive, energetic and outgoing person who is comfortable leading others in an inspirational and encouraging way.

With a strong desire to get things right, the candidate will be a natural organiser who is up to speed and be able to multi task.

With a proven track record within sales, service and travel, the person must be commercially aware.  Able to understand how Audley works, what the strategy is and how their role and their actions impacts Audley’s overall performance. 

Strong analytical skills and ability to think strategically

Ability to work in a fast-moving business environment, is decisive with excellent problem-solving skills

Results-oriented, resilient, and positive with a "can-do" attitude and Strong EQ

Will be collaborative, have a low-ego, pragmatic, and excited about Audley Travel’s business and vision. Will be able to role model Audley values, with a strong passion for travel.