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Customer Experience Travel Coordinator 


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

Our 82% NPS score underlines our experience in servicing individuals, schools and groups who look to MSG for their bespoke travel solutions.

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 an experienced sports travel coordinator to successfully administer, fulfil and deliver all Rugby World Cup France 2023 travel packages, including events on MSGs supporter tours programme.

The Role

This is an exciting, challenging role which is focused on all post-sale client contact and the planning and operational delivery of the Rugby World Cup, France 2023 project. You will join a team that delivers outstanding customer experiences from booking to return, and beyond.

Reporting to the Head of Customer Experience, this role will focus on all customer experience (CX) elements, client communications, travel services, operational and event deliverable elements of the retail packages currently on sale.

Whilst this role will be focused on the successful delivery of MSG Tours’ OTA debut, the Rugby World Cup 2023, the successful candidate will also support and contribute to the existing operational planning and delivery on all forthcoming supporters' tours, to include:

Six Nations 2023 – Wales in Italy, Edinburgh and Paris – England in Ireland

Olympic Games 2024 / British & Irish Lions Tour to Australia 2025

Six Nations 24/25 and beyond

There will be the requirement to travel to France, both on familiarisation trips and in 2023 for the delivery of Rugby World Cup for all, or some of the duration, as you will be 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 relationships with our key suppliers

Eurostar – administering passenger requests and manifests

Charter and scheduled flights – administering passenger requests and manifests

Accommodation:

Maintaining the relationship with the key suppliers of our contracted properties, assisting with the management of the rooming allocations and provision of rooming lists and requirements

Communication and liaison with hotel direct, agencies

Ticketing:

Supporting with the upkeep and administration of committed ticketing stock

Part of the team that will assist with the ticket distribution strategy, when applicable

Events:

Assistance with the planning and delivery of the MSG L’Apero Event Series to be held ahead of each major fixture

Reporting & Systems:

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

Booking system (bespoke)

Accounting System

Costing and forecasting platform

Daily workflow

CRM

Bespoke MSG App

Future Projects:

There is scope and potential for this role to progress and develop as a management role and be part of the future Official Travel Programme appointments such as Olympic Games 2024 and British & Irish Lions Tour 2025

Remuneration:

Remuneration:

A hybrid role based in our Gloucester office with homeworking opportunities.

Salary negotiable subject to experience in sector.

Bonus and commission opportunities

24 days per annum annual leave plus bank holidays

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

Applications close 25th August 2022.

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MSG Tours are delighted to announce that we have secured the services of Tom May, the former England centre who played his club rugby at Newcastle, Toulon, Northampton and London Welsh. He joins ahead of Rugby World Cup 2023. May, who spent two seasons playing in France joins MSG, an Official Travel Agent for the tournament to be held in France during September and October 2023, as part of sports operators RWC2023 programme. Speaking of...
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