Tours & Customer Experience Manager, Top View

OverviewTop View is seeking a dynamic and customer-focused Head of Tours and Customer Experience to lead its sightseeing operations in London. This role is pivotal in ensuring that every guest enjoys a seamless, engaging, and memorable experience across all touchpoints, whether through tour guides, the website, or online travel agency (OTA) partners.

The ideal candidate will combine operational leadership with creativity, balancing day-to-day management with innovation in tour design and seasonal product development.

Key responsibilities

Lead, coach, and inspire the tour guide team to deliver exceptional, engaging, and informative customer experiences.

Develop and manage the tour guide rota, ensuring efficient scheduling to meet operational and seasonal demand.

Oversee departmental budgets and costs, implementing measures to optimise efficiency without compromising quality.

Maintain and continuously improve the quality of customer interactions across tours, website, and OTA platforms.

Implement customer feedback processes and use insights to drive improvements in service delivery.

Collaborate with digital and sales teams to ensure consistent and compelling communication across all platforms.

Research, design, and present new tour ideas that align with customer interests and company strategy.

Lead the full implementation of new products, from concept to delivery, ensuring operational readiness and quality control.

Manage and evolve seasonal experiences – including flagship offerings such as the North Pole Express – to maximise customer engagement and revenue.

Work closely with sales, marketing, and operations teams to align tour offerings with business goals.

Provide strategic input on market trends, competitor analysis, and customer behaviour to guide company growth.

Represent the tours department in leadership discussions, ensuring customer experience remains central to business strategy.

Qualifications

Proven experience in tour operations, visitor attractions, or hospitality management.

Strong leadership skills with experience managing teams and rotas.

Demonstrated ability to control budgets and drive operational efficiency.

Excellent communication and interpersonal skills.

Customer-first mindset with a passion for creating engaging and memorable experiences.

Knowledge of London’s tourism and sightseeing landscape.

Experience managing OTA relationships and digital customer touchpoints.

Creativity in product design, along with the ability to take ideas from concept to execution.

Seasonal or event management experience, particularly with themed products.

How to apply:

Please send your CV and cover letter to Marc Pembroke ..... full job details .....