About Love Velo
At Love Velo, we’re redefining cycling holidays. Founded in 2009, we’ve grown into the leading cycling travel company, taking over 10,000 cyclists to more than 30 countries every year — with ambitious expansion plans over the next 12 months. We operate lovevelo.co.uk for the UK market and lovevelo.travel for the North American market.
We’ve been recognised at the British Travel Awards and rated Excellent (5/5) on Trustpilot for the tailor-made cycling experiences we build for our customers, whether they’re seasoned riders or have never been on a bike. What sets us apart is our people: a close-knit, ambitious team that takes huge pride in what we do.
About the Role
As Customer Experience & Operations Manager, you’ll take overall ownership of Love Velo’s post-sales department — ensuring every customer receives an exceptional experience, from booking through to the completion of their holiday.
You’ll lead the ongoing evolution of our customer service operation, continuing to build and innovate as the business grows, and driving improvements in processes, technology and team performance — all in service of the exceptional holidays we take huge pride in delivering.
Key Responsibilities
- Leading and developing the post-sales team, with direct line management and day-to-day oversight of team members.
- Defining and governing the end-to-end post-sales operation — spanning customer communications and the administrative execution of bookings, including accommodation, bike hire, transfers and amendments — establishing the standards, workflows and escalation paths that the team is held to.
- Holding overall accountability for the operational integrity of travel documentation and group management, ensuring processes are robust, scalable and consistently well-executed.
- Directing the strategy, planning and delivery of Love Velo’s sportive and event programme internationally — including flagship events in Mallorca, France and the Dolomites — and representing Love Velo on the ground to ensure delivery meets the standard our customers expect.
- Driving continuous improvement across the department through new processes, automation and operational best practice.
- Leading the implementation and delivery of new systems and technologies, including a customer ticketing platform and AI-assisted customer support.
- Owning customer feedback, service levels and operational KPIs, using data to identify and act on opportunities to improve efficiency, customer satisfaction and commercial performance.
- Partnering closely with the Sales team to ensure a seamless customer journey and support the business’s future growth.
What We're Looking For
We’re seeking an experienced, hands-on operations and customer service leader who thrives in a fast-paced, customer-focused environment. This is a genuinely exciting opportunity to work at the heart of the UK’s leading cycling travel company — we’re looking for someone with real passion for travel and cycling, and the energy to match.
Essential Skills & Experience
- 5+ years’ experience in a customer service management or team leadership role.
- Strong working knowledge of CRM and customer service/ticketing systems, with the ability to identify and implement the right tools for the business.
- A proven track record of driving process improvement and delivering measurable gains in service quality and efficiency.
- Experience managing projects end-to-end, from scoping through to delivery.
- Confident using AI tools and automation to enhance customer service processes.
- Strong people leadership skills, with experience developing and motivating a team.
Desirable
- Knowledge of customer service/ticketing systems (e.g. Zoho Desk) is an advantage.
- Travel industry experience and knowledge of UK or overseas travel.
- A love or knowledge of cycling (not essential, but a bonus!).
Why Join Love Velo?
- A seat on Love Velo’s senior leadership team, shaping decisions that affect the whole business.
- A personal progression plan to help you continue growing in your career — this role itself was created through internal promotion, and we’re proud to keep investing in our people.
- Travel Perks: opportunities to attend overseas cycling events and sportives as part of leading our event programmes, and to see first-hand the holidays you and your team deliver.
- Monthly Team Bonus: £250 per month if the company achieves its monthly team margin target, plus a Bi-Annual Company Bonus based on overall business performance.
- Annual Leave: 25 days plus bank holidays.
- Cycle to Work Scheme.
- Discounted holidays for you and your family.
- Workplace pension.
- The opportunity to shape the future of Love Velo’s customer experience and operations as the business scales.
- Monday to Thursday, you'll be based in our Holborn office, with the option to work from home on Fridays.
- Charity Volunteer Programme
How to Apply
This is a rare chance to take true ownership of the customer experience at an award-winning, fast-growing cycling travel company — and to do it as part of the senior leadership team. If you’re a passionate, driven operations leader ready for your next challenge, apply today and take the next step in your career with Love Velo.
This role will be advertised on Indeed. Alternatively, you can apply directly by sending your CV and a short covering note to [email protected]
Job Type: Full-time
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Paid volunteer time
- Store discount
Application question(s):
- Have you worked in the travel industry before?
- What experience, knowledge, or personal interest do you have in cycling?
- What experience do you have working with CRM or customer service/ticketing systems, and what have you used them for?
Work Location: In person
