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11 months ago
Crystal Ski
Salary: Competitive Package
Location: Chamonix
Job type: Permanent
Contact: Tom Best
Category: Office Jobs, Ski Jobs

At A Glance

Based overseas, you will be the figurehead for Crystal Ski Holidays in France, Switzerland & Andorra. Your role as General Manager will be accountable for leading a team to deliver outstanding holidays to our customers, with a focus on differentiating the customer experience and developing it in line with our strategic goals. You will be accountable for the financial performance of the overseas teams and drive forward and develop a lean operating model. At the frontline of the operation, you will be customer focused and ensure that you protect the business by effectively managing operational issues and incidents in resort

This is an exciting time to be joining Crystal Ski Holidays as we complete our integration with the Tui Group, the world’s number one integrated tourism business. As we continue to build our product, this role is at the heart of the business as we develop and define our strategy for growth and future customer experience. At Crystal, our customers are at the heart of everything we do and we pride ourselves on being at the forefront of the Ski industry in innovative digital experiences for our customers.


What You Will Be Doing

As General Manager you will be accountable for the performance of your team in delivering outstanding holidays. With a focus on future initiatives, you will embrace and bed in new technology and digital solutions in order to differentiate and improve the Crystal customer experience. You will continuously seek to improve your operation and propose new initiatives supported by business cases to develop our strategy in line with the business plan

You will be accountable for the country office (including reservations, yield and transport) and ensure that services provided by the teams allow for a seamless customer experience. You will also deliver an efficient and cost effective back office service to the operation including fleet management and telecommunications

You will have full budget responsibility for the Overseas Operation and ensure that the commercial performance of the overseas teams is optimised. You will be expected to balance operating costs against service delivery initiatives and continuously evolve an operating model that is efficient, sustainable and future proof.

Working closely with and have strong relationships with the UK management team and use your own country expertise to add value to commercial decisions regarding product, destinations and future strategy

Lead the development of staff to ensure high levels of employee engagement and customer satisfaction. You will work alongside the recruitment and L&D function to evolve our employee strategy and steer its direction.

You will own the incident management plan within your country and ensure that the reputation of the company is protected at all times. Working alongside the health and safety function, you will manage and drive forward procedures to ensure that risks are controlled, and policies are monitored and reported on.

Influencing and achieving strong Customer Feedback results, driving and monitoring the Net Promoter Scores across the customer journey

You will inspire and lead internal teams to deliver a differentiated customer experience and act as customer advocate to influence strategy, commercial and operational decisions, putting the customers at the heart of the business

You will be the figurehead of the organisation in France and ensure that the operation within your country is fully compliant with local legislations


What We Are Looking For

• Leadership experience in tour operations with a track record of managing a complex operation in a fast paced, high pressure environment
• Customer focused mind set with the ability to think commercially and strategically
• Ability to work collaboratively and influence at a senior level
• Strong financial background with experience in building and managing budgets
• An innovative and strategic leader with the ability to generate and implement new ideas
• Problem solving skills and strong decision maker
• Strong planning and prioritising skills
• Inspirational leadership skills with a proven track record in leading and developing high performance teams
• A strategic mind set


Working Within TUI Group

TUI Group is the world’s number one integrated tourism group. Covering the entire touristic value chain under one roof we employ 76,000 people in over 100 countries and offer 20 million customers comprehensive services in around 180 destinations worldwide.


How To Apply

Please complete the online application

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