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.