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Customer Experience: Travel and Event Operations


MSG Tours Ltd is a travel brand built on a passion to deliver the unexpected. 

Travel is a lifestyle and our chosen profession. Work, for us, is an extension of our passion for making each traveller’s journey their finest and most memorable. This is what we mean by delivering the unexpected.

The Purpose

To appoint a specialist travel operations colleague to oversee and deliver the curation, planning, administration and logistics of the transport operations programme for our Rugby World Cup France 2023 travel packages.

The Role

This is a pivotal role in the post-sale Customer Experience team, focusing on administering and delivering the transport and logistics programme for the Rugby World Cup France 2023 travel packages.

You will work closely and collaboratively with the Commercial Director and Head of Client Experience on the procurement and delivery of all clients' transport elements across the tournament.

The role will be varied and fast-paced, starting with the planning and administering of the customers' planned trips, including post-sale client queries. Further, communication with key airline, train and ground transportation services form the basis of the advertised role.

You would become the active relationship manager for the key suppliers, partnering our finance team to ensure due diligence on payments and required information.

There is a requirement to travel to France, both on familiarisation trips and in 2023 for the delivery of Rugby World Cup for some of the duration, as part of the delivery team on the ground.

Key Areas of Operational Responsibility

Customer Communications:

Post-sale client communications plan

To manage, populate and update the MSG Tours app platform with all customer documentation and their individual package information

To assist with updating the website and marketing channels

Operational Delivery:

Transport:

To assist with maintaining the relationships with our key suppliers

Train bookings: securing seating and administering passenger requests and manifests

Securing transfers throughout the tournament where necessary

Liaison, planning and logistics for the coach companies taking clients overland to France

Client Communications:

To assist with the daily flow of calls and emails from customers with questions, queries and amendments related to their services and transport.

React and respond to customer requests, questions, queries, and requirements

To assist with uploading itineraries and client data onto our client travel app

Events:

Assistance with the planning and delivery of the MSG L’Apero event series to be held ahead of each major fixture in Bordeaux, Nice, Marseille, Lyon, Lille, Nantes and Paris

Reporting & Systems:

Use of Microsoft Office 365 – Outlook, Word, Excel and MS Teams

In-house travel reservations system

Accounting System (Xero)

Daily workflow (Planner)

CRM (internal)

Bespoke MSG App

Remuneration:

A hybrid, full-time role predominantly based in our satellite office in Gloucester, with homeworking opportunities available.

Contract role to commence 01 February 2023 and conclude 03 November 2023.

20 days annual leave (plus bank holidays) on a pro-rata basis.

Salary negotiable subject to experience.

To apply, forward CV and Covering Letter to recruitment@msgtours.com.  

Applications close 30th January 2023.

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After over two thoroughly forgettable years for travel and sport, 2023 brings the opportunity to experience the very best of both. Rugby World Cup 2023 kicks off in France in early September, with the world champions being crowned eight weeks later in Paris. There are so many mouth-watering encounters in some of France’s most desirable cities. England and Wales both play in Nice on consecutive days on weekend two, just a week after England and...
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