EDUCATION & EXPERIENCE

• Bachelor’s degree in Business, Hospitality, Travel Management, Operations, or a related field (or equivalent professional experience). A relevant postgraduate qualification is a plus.
• Proven track record (8+ years) in senior travel operations, luxury travel, or concierge services, with a focus on team leadership, service delivery, and cross-functional collaboration.
• Experience managing multi-regional or global teams across Europe and/or the UK, including remote and hybrid teams.
• Demonstrated success in leading process improvement and change management initiatives, particularly in service-oriented environments.
• Experience working with technical platforms, CRM tools, and systems relevant to travel service delivery (e.g., GDS, Salesforce, custom platforms).

SKILLS, ATTRIBUTES & ABILITIES

• Cross-functional leadership skills, with the ability to drive results in a matrixed environment across different teams, departments, and time zones.
• Strong stakeholder management and interpersonal skills, with the ability to align senior leadership, frontline teams, and technical departments behind shared goals.
• Strategic thinker with strong commercial awareness and the ability to translate high-level business objectives into operational strategies and measurable results.
• Process-oriented with a focus on quality assurance, continuous improvement, and scalability of service delivery.
• Exceptional communication skills, both written and verbal, with experience in leading high-impact meetings, reporting, and team briefings.
• Change-resilient and adaptable, able to operate effectively in a fast-paced, evolving environment with multiple priorities.
• Inspirational leadership style, focused on team development, performance coaching, and building an inclusive, high-performing culture.
• Passion for travel, service excellence, and creating world-class member experiences.

WHO WE ARE

Ten Lifestyle Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High Net-worth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
To find out more about Ten, please watch this short video This is what we do

DRIVE OPERATIONAL EXCELLENCE ACROSS UK & EUROPE – TRAVEL LEADERSHIP ROLE

Are you an experienced Travel leader who thrives in turning complex systems and processes into seamless, expert experiences? At Ten Group, we’re looking for a dynamic, collaborative, and visionary Head of Specialist and Support Delivery to elevate the performance of our Travel Operations across the UK and European regions.

ABOUT THE ROLE

As Head of Specialist and Support Delivery, you will play a critical leadership role in driving operational excellence and continuous improvement in our Travel division. You will oversee a team of Specialist Delivery and Support Managers, ensuring our Lifestyle Managers are empowered with the professional know-how, clear, effective processes and the tools they need to deliver exceptional member experiences.
You’ll act as a key liaison between cross-functional departments – including Service Delivery, Proposition, Tech, Training & Development, and Resource Planning – to shape, refine, and futureproof our travel operations. You’ll lead from the front: inspiring performance, removing roadblocks, and implementing intelligent, member-focused solutions across the region.

KEY RESPONSIBILITIES

• Responsible for strategic vision for Travel Specialist Service Delivery, in line with global strategy and in collaboration with key Business Partners.
• Lead the alignment of travel services across the UK and Europe, working with global teams to ensure consistent, efficient, and expert delivery.
• Inspire and mentor a high-performing team of Specialist Delivery and Support Managers, fostering a culture of excellence and collaboration.
• Shape the tools, policies, and procedures that support Lifestyle Managers in delivering a best-in-class travel service.
• Partner with Tech and App Support teams to enhance systems and operational efficiency.
• Act as the final point of escalation for complex Specialist Travel queries and ensure timely, expert resolutions.
• Collaborate on training initiatives that elevate team capability and knowledge.
• Translate strategic goals into actionable policies, communications, and measurable projects.
• Manage cross-regional staff-related travel processes and ensure all service and sales targets are met.