Job Information
Topdeck Travel Ltd Global Operations Manager (Grasshopper Adventures) in London, United Kingdom
Brand: Global Touring (Topdeck, Back-Roads Touring, & Grasshopper Adventures)
Position: Global Operations Manager ( Grasshopper Adventures)
Location Base: Global Touring HQ London
Reporting to: Head of Grasshopper Adventures
Contract: Full Time
Global Touring
At Global Touring, we embrace curiosity, authenticity, ownership and collaboration and love meeting new people, experiencing other cultures and celebrating our differences. We are looking for someone to join the team that aligns perfectly with our organisation vision and values, and has the energy and passion to bring it to life for our teams and our customers.
Being a part of the Global Touring team means you will inspire travellers through life changing travel experiences. We have two dynamic brands – Topdeck Travel & Back-Roads Touring – and a third about to join; Grasshopper Adventures. Each brand caters to different customer segments in unique ways.
Our newest brand – Grasshopper Adventures – specialises in cycling and multi-active tours across Asia. Over the next several months, we will be integrating Grasshopper Adventures (GHA) into Global Touring (GT) and launching a brand new product range for GHA in Europe.
The Role
The Global Operations Manager for GHA will play a key role in the overall operational integration of GHA into GT. As the link between the GHA and GT Operations teams, they will oversee the implementation of current GT operational processes into GHA, as well as assimilate GHA’s approach to cycle touring in preparation to launch a new range of tours in Europe later this year.
Keen to collaborate but able to take ownership to keep things moving, the Global Operations Manager for GHA will be happy in the grey and able to drive incremental improvement. They must be an independent self-starter who will take the initiative to identify and solve problems on their own.
As they will be working with a multi-national team, they must possess strong communication skills and an acute awareness of cultural nuances. They also must have experience in incident and crisis management as the safety of our customers and crew is of the utmost importance.
The Global Operations Manager for GHA is crucial in delivering on the Global Touring vision of the best Global Touring experience every time, for everyone. Reporting into the Head of Grasshopper Adventures, they will identify opportunities to innovate the customer experience and oversee their implementation operationally. This role has a responsibility to ensure that we offer dynamic and innovative customer experiences and requires proactive management to continually improve and ultimately provide an industry leading tour operation.
Key Responsibilities
Integration
Review the existing operational processes of GHA in Asia, identifying necessary modifications and strategies for implementation, as well as identifying successful practices to be replicated in Europe
Acquire familiarity with the operational systems utilised by our other brands (Topdeck & Back-Roads Touring) and implement them across GHA, ensuring a unified 'One Best Way' approach for all of GT
Europe 2025 Launch
Alongside the Head of Grasshopper and GT Head of Operations, develop and execute a strategy for operating tours in Europe in Year 1 and beyond
Stay informed about evolving market trends and customer preferences
Think creatively about how to continuously innovate the customer experience and implement those ideas operationally
Operational Efficiency & Improvements
Implement a crisis management strategy that aligns with GT policies and prioritises the safety of our crew and customers
Drive increased visibility of current and future cycling routes, ensuring routes are safe and well-maintained
Identify opportunities to improve operational efficiency and evaluate the ROI of current operational practices
Uncover and resolve undocumented processes within the operations space
Cultivate a plan to increase customer feedback submission rates across all destinations
Crew & Supplier Management
Develop and oversee future crew recruitment and training initiatives across Asia and Europe
Alongside the Asia-based Operations team, create training resources and conduct trainings for Destination Management Company (DMC) partners
Alongside the Asia-based Operations team, manage DMC supplier relationship throughout the operating period, ensuring that the fleet of bikes and equipment used by our customers are well-maintained
Oversee the Product to Operations project cycle, ensuring that product handovers are scheduled and tour manuals are created in time
Manage the day to day operational tasks that are required to achieve on road operational excellence
Assist the Customer Relations team with responses or investigations regarding any potential customer complaints
Experience, Requirements, and Key Behaviours
3+ years’ experience in travel, tour leading and/or operations
3+ years’ experience in incident and crisis management
Experience in cycle touring operations preferred but not required
Geographical and cultural knowledge of destinations across Europe – extensive travel experience is a must
An understanding of the operational landscape and supply chain of Europe
Experience working with multi-national teams
Excellent supplier management skills
Excellent communication skills
Meticulous attention to detail
A curious and solutions-oriented approach
International travel may be required
Through the integration, the ideal candidate must be comfortable in dealing with some unknowns as we are navigating a path that has yet to be fully mapped
Responsible and Sustainable Responsibilities
A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices
A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers
A commitment to utilising suppliers who support and adhere to Global Touring’s wildlife policy
A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc…
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