Head of Product & Customer Proposition


Job Details


Touromo - Fareham

Contract Type


Working Pattern

Full Time


Up to £60,000 per annum + car allowance & bonus

Closing Date

17/02/2023 09:00

Join us on the Journey...


We have an exciting opportunity for a Head of Product & Customer Proposition to join the expanding Touromo team in Fareham

Using a customer first approach, you will ensure that both the product range and customer experience are the best in the market, enabling the business to meet its’ strategic growth ambitions. You will be the expert on our customer, advocating for them internally, and ensuring they have a positive experience at all stages of the buying journey, including pre and post travel. As part of this, you will manage the development and implementation of our product offering, ensuring it meets our customers needs and wants, remains innovative and supports our wider growth ambitions.

What you’ll do…

  • Design and deliver the customer proposition strategy, including both product and customer experience, in support of the overall business strategy, leading the business product expansion ambitions
  • Continuously review and improve processes and reporting for sales and product teams which can be measured via existing or new KPI’s
  • Oversee the creation of an attractive and innovative product range that will appeal to our customers and is commercially successful, driving innovation and creative thinking when designing future programmes and programme expansion strategies
  • Regularly engage senior stakeholders across the business to share customer feedback and results for their area of responsibility and recommend improvements for identified issues that will enhance the overall customer experience, and drive customer loyalty
  • Ensure the sales team have all the tools they need so that all customer service levels and response times are kept on target and robustly monitor the quality of conversation results and customer satisfaction score
  • Manage the relationship with all third party suppliers, successfully negotiating commercially advantageous agreements
  • Work closely with the Commercial Manager to monitor sales of each product line, ensuring sales targets are met and suggesting innovative ways of stimulating demand
  • Constantly review the competition and the wider travel industry to ensure we are at the forefront of product ideas, innovation, and pricing, and review the product plan against this

What you'll need...

  • Experience at a senior level of adopting a customer first approach in either UK and EU tour product development or customer experience
  • Commercially astute, with a proven track record of delivering commercially successful projects
  •  Ability to think creatively and strategically, and translate strategy into action
  • Ability to use analytics and insight techniques to contribute to the prioritisation of customer improvement and product development actions
  • Ability to directly engage with customers and resolve complex issues
  • Experience of managing a high calibre team, with excellent internal and external stakeholder management skills
  • Detailed knowledge of the coach tourism sector would be beneficial, but is not essential.
  • Graduate calibre or significant relevant experience

What we offer in return for your hard work and commitment:

  • Up to £60,000 per annum + car allowance & bonus
  • A National Express West Midlands pass for yourself and your partner
  • National Express coach pass for yourself and family discounts
  • A company pension
  • Employee assistance programme
  • Access to our award winning Health Bus; providing free and accessible health checks
  • Life assurance
  • Exclusive benefits and savings from thousands of the UK’s largest retailers and service providers

Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Head of Leisure
Head of Product & Customer Proposition