This is an exciting 7 month opportunity to play a leading role in the ongoing transformation of the First Choice brand, becoming a core part of the leadership team. You will have a 'start-up' mind set, as whilst First Choice relaunched in September 2023, this is an opportunity to further develop it into a fighter brand that behaves differently from TUI and shakes up the market.
You will be responsible for the ongoing transformation of the customer proposition in line with First Choice’s strategy; considering the evolving needs of our target customers and the latest technology & industry trends. You will be accountable for the end-to-end customer experience, ensuring First Choice delivers on the ‘brilliant basics’ whilst continually enhancing the proposition to drive cut through and differentiation in a crowded market. You will lead the digital product, digital experience, customer experience and ancillaries’ teams, as well as owning key strategic internal and external partnerships. As a key member of the First Choice you will also be responsible for cultivating the distinct First Choice culture.
At TUI we believe that work is something you do not somewhere you go, therefore we are pleased to advise we are able to be flexible with this role being based from any of our UK offices. Now taking internal applications until 2nd April.
About The Job
You will have a 'start-up' mind set as whilst First Choice was relaunched in September 2023, this is an opportunity to further develop it into a fighter brand that behaves differently from TUI and shakes up the market.
Be a core part of First Choice leadership team, tasked with the ongoing transformation of the brand, customer proposition, technology and operating model.
As a key member of the leadership team you’ll have a unique responsibility to cultivate and contribute to the distinct First Choice culture.
Responsible for leading the ongoing development of the customer proposition which will require a deep understanding of our target customers, key competitors and the market.
Work collaboratively with stakeholders across the entire First Choice organisation, as well as matrixed stakeholders at all levels of the TUI Group to deliver the First Choice customer proposition.
Responsible for influencing senior stakeholders up to GEC level to gain approval for and buy-in to the First Choice proposition.
Lead the digital product & digital experience teams and be accountable for the planning, discovery, design and delivery of the First Choice digital roadmap across both dedicated and matrixed technology teams. Focused prioritisation of the digital product roadmap is crucial to delivering First Choice’s ongoing business transformation as well as ensuring optimal realisation of customer and commercial value.
Lead the customer experience team, accountable for delivering great NPS scores and high levels of overall customer satisfaction with the First Choice holiday experience. Your relationship with TUI Musement and the UK Contact Centre teams will be key to this. You will also work with TUI Source Market and TUI Group Customer Experience teams to leverage group synergies and deliver outstanding customer service.
Lead the ancillaries’ team, accountable for maximising the commercial value of and customer satisfaction with existing ancillary products as well as developing new, First Choice specific ancillary products. You will also work with TUI Source Market and Central Markets Ancillaries teams to leverage group synergies and deliver ancillary growth in line with stretching business case targets.
Own First Choice’s partnership with TUI Musement, for the provision of experiences, transfers, and digital service, a crucial relationship for ensuring high quality product and service delivery in destination for First Choice customers.
Own strategic external partnerships that are key to the First Choice proposition, including the partnership with Byway (Flight Free Holidays), Koala (First Choice Flex), and Sensible Weather (Weather Guarantee). You will also be responsible for establishing and implementing new partnerships to continually enhance the First Choice proposition.
About You
A Leader with significant senior experience within the Travel Industry
Passionate and resilient, comfortable with a high degree of change and resistance
Excellent knowledge of vertically integrated tour operations and or online travel agents
Strong customer insight and commercial acumen
Strong and quick analytical skills
Excellent communication skills with a proven ability to drive and coordinate senior internal and external stakeholders to achieve results
Proven ability to influence and negotiate at all levels
Has operational experience to turn strategic ideas and decisions into operational reality
Familiar with thinking about and concepting Organisational Designs alongside HR
Experience dealing with key external suppliers, building excellent partnerships and successful relationships
A successful track record of delivering against ambitious targets
Commercially focused with experience in managing multi-million-pound budgets
Identification and implementation of new commercial/profit opportunities
A self-motivated leader who takes the initiative and works collaboratively with a track record of motivating and developing large diverse teams
About The Offer
Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
Discretionary Bonus Scheme
Car Allowance
Private Medical Insurance for you and your immediate family
Permanent Health Insurance
Pension scheme and life assurance
We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.
We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA
If you require any further information regarding this opportunity, please email careers@tui.co.uk
We really value your interest in TUI and will be back in touch with you shortly after the application closing date.
Seniority level
Director
Employment type
Contract
Job function
Business Development and Sales
Industries
Advertising Services, Public Relations and Communications Services, and Travel Arrangements
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