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Job Description

Senior Tour Manager

Position – Full Time - Permanent

Salary TBC

Based UK

Reporting to Head of Operations

Benefits – Company Bonus scheme + Pension contributions + Medical Benefit

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Cruising are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the “new to cruise” market.

Our Head Office is in the UK with a team of 150 and we are now trading in South Africa, Australia, (Brisbane & Perth), and New Zealand, a total of 250 employees.

Imagine Cruising believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

As a Senior Tour Manager the successful candidate will be responsible for delivering excellence in resort to Imagine Cruising/Holidays customers.  You will lead a team of global Tour Managers to ensure all ground services are managed and delivered to the highest standard, in accordance with our SOPs and KPIs.  You will ensure that customer expectations are exceeded globally by making sure that our suppliers and partners around the world are working consistently to our standards and customer ethos.  You will ensure all suppliers have clear expectations and support throughout the operational customer journey and that customer retention is at the forefront of everything you do.

Typical Activities

  • Planning and delivering complex ground services with ground and cruise suppliers in accordance with the company SOPs and KPIs
  • Developing and supporting our team of global tour managers, ensuring absolute attention to detail and the evolution of our ‘in resort’ strategy
  • Owning escalations from resort and supporting the DMC/Tour Manager to ensure 100% resolution for the customer before they return home
  • Collaborate with key stakeholders and make sure that they are maintaining a consistent level of service and delivery in line with CSQ targets.
  • Constantly feedback to IC office for product development and improvement of the customer journey
  • Travel to international destinations to support and manage local operations
  • Deliver customer resolution in resort to ensure that any problems do not become a post-travel complaint
  • Manage local emergency situations and maintain correct reporting procedure and communications
  • Ensure properties and services used by Imagine suppliers match Imagine expectations, health and safety standards and SLA/SOPs
  • Be responsible for customer service questionnaire scores across destinations you have responsibility for.
  • Work within the agreed budget and position cost saving and/or value gain strategies from your regions.  This will include the future roll out of in resort income generation.
  • Ensure smooth running of key events and departures as agreed with line manager.

Skill Set Required


  • Excellent interpersonal skills and the ability to influence suppliers to work to Imagine Cruising standards
  • A minimum of 2 years’ experience in a customer facing role
  • Proven man-management ability
  • An independent worker, able think for themselves and make sound judgement calls.
  • A natural forward planner who critically assesses own performance
  • Good presentation skills
  • The ability to be flexible, decisive and quick thinking
  • The ability to handle complaints and difficult situations in a patient, calm and effective way
  • Reliable, tolerant, and determined
  • Keen for new experience, responsibility and accountability
  • Able to work extended hours on occasions when required
  • An ability to work to deadlines
  • Excellent organisational skills
  • Experience dealing with customer complaints.
  • Must be adept in use of MS Office 2000 or later, particularly Excel
  • Must be able to travel overseas regularly.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.