Job Description

The Head of Client Experience Architect is responsible for leading the design and delivery of exceptional travel experiences while overseeing the overall client journey from planning through post-travel engagement. The role combines client experience, travel operations, team leadership, and service improvement to ensure consistently high standards across every touchpoint.

The role works closely with internal teams, clients, and local and international travel partners to strengthen operational effectiveness, supplier performance, and overall service quality.

Key Responsibilities

• Lead and oversee the travel operations and client experience team, ensuring consistent service delivery and operational standards.
• Drive the overall client experience strategy across the full travel journey.
• Act as the key point of contact for VIP and key clients, ensuring personalised and responsive service.
• Guide the development of travel experiences and operational frameworks that enhance client satisfaction.
• Build and maintain strong relationships with hotels, transport providers, DMCs, and other travel partners.
• Lead commercial discussions and negotiations with local and international suppliers to achieve strong service quality and cost efficiency.
• Work closely with Sales, Branding, Finance, Customer Support, and Operations to ensure seamless delivery.
• Provide guidance and decision-making support when handling operational issues, service disruptions, and unexpected situations.
• Monitor client feedback and operational performance to identify areas for improvement.
• Drive continuous improvement of internal processes, service standards, and operational practices.
• Coach and develop team members while ensuring accountability and strong execution.

Job Requirements

• 4–6 years of experience in travel operations, tourism, client experience, or a related field.
• Minimum 2 years of supervisory or managerial experience.
• Strong leadership and people management capabilities.
• Excellent communication, stakeholder management, and client relationship skills.
• Strong commercial negotiation and problem-solving abilities.
• Good understanding of travel operations and service delivery.
• Proven ability to improve operational processes and client experience.
• Proficient in Microsoft Office, Google Workspace, and relevant operations systems.
• Able to manage multiple stakeholders and priorities in a fast-paced environment.
• Willing to travel when required.
• Experience managing international or luxury travel programmes would be an added advantage.
• Exposure to budgeting and strategic planning would be advantageous.

Skills