Travel Counsellors

Background

Luxury Travel Counsellors holiday destinationTravel Counsellors is a disruptive and highly personalised platform business that connects a global community of travellers with expert, self-employed travel advisors.

With targets of £1bn turnover, Steve Byrne identified the need for a people focused individual to lead maintain the high levels of customer service whilst improving the operational support model at scale.

The new Customer Services Director was required to:

  • Play a key role in the digital transformation of the business, combining the best human and digital capabilities to drive outstanding customer experience and operational efficiency.
  • Present operational strategy, delivery and plans for improvement with clarity and completeness to the board.
  • Ensure the systems, team and processes in Operations are fit for purpose and can deliver and support the company’s strategy and ultimately deliver the very best experience for its community and customers.

Journey

Rowan’s Head of HR and Ops Louise Ellis, and Executive Researcher Gemma Mafe worked with Steve, HR Director Karen McCormick and new Chief People Officer Victoria Wilson, to:

  • Understand the professional competencies and behavioural attributes required.
  • Identify the required cultural fit of the incoming Customer Services Director.

As experts in Executive Search, Rowan:

  • Developed a strong understanding of the challenge involved in re-engineering a Customer Services function that could be scaled with intimacy.
  • Identified candidates with relevant experience, who were customer-oriented, people-focused leaders.
  • Tested candidates’ character fit and potential cultural fit to TC, using Rowan’s best-in-class search and assessment methodology.

Impact

Rowan appointed Claire Hill – who had held senior Customer Service positions within several e-commerce businesses, such as boohoo.com and Studio Retail, where she had re-platformed digital channels and implemented CX strategies successfully.

When asked about Rowan, CEO Steve Byrne said:

It was a pleasure dealing with Louise and Gemma. In a challenging market, they delivered a strong list of candidates for the role and we are delighted with Claire’s appointment and her joining the business.