Recruiter

TUI Specialist & Activity

Salary

From £35,000 to £38,000 per year

Location

Crawley

Job term

Permanent

Job hours

Full time

Web Sales & Operations Manager
Based in Crawley
As a core member of the Web Sales and Operations Department within SHG, the Web Sales & Operations Manager is responsible for the management of day-to-day web merchandising, content updates and enhancements across the Specialist websites. 
The web channel is a strategically critical route to market and the Web Sales & Operations teams within each location both play a central role as a driver of business success. 
What You'll Be Doing
Key Accountabilities & Responsibilities
1. Support the process of consulting with the business and marketing teams to define online objectives in your location
2. Co-own the commercial performance of the brands aligned to your team, and the planning and delivery of activities designed to support and improve commercial performance
3. Business Liaison
• Working closely with the Head of Web Sales & Operations in your location, coordinate the business liaison activities with the relevant business and marketing stakeholders
• Ensure that for each requirement, as far as possible there is a clear and measurable business objective to be achieved, including any “drop dead dates” where relevant
• Clearly differentiate the requirements into operational/content changes, functional enhancements, conversion optimisation and merchandising changes in order to help with prioritisation 
• Facilitate the prioritisation of requirements across the various brands and websites such that the biggest “bang for buck” is achieved in the shortest space of time, while not neglecting the merchandising and marketing requirements of each brand online
• Maintain good relationships with all relevant business stakeholders in order to better understand the business drivers and rationale for proposed changes coming from the business and marketing teams
4. Planning, management & delivery
• Take ownership of the plan for delivery of changes to each website at your location
• Construct, maintain and clearly communicate the plan for delivery across all websites, managing expectations as required when things change
• Escalate any requirements that become undeliverable due to changes in scope, resource or cost parameters
• Coordinate the activities of the team in your location in order to deliver to expectation
• Ensure the most efficient processes and tools are used to plan and manage the work across the team and the wider business; encourage use of online tools as far as practicable
5. Content & merchandising
• Closely coordinate activities with the Product team (product content), Inventory (pricing and availability) and with Brand Managers (tone of voice) to schedule and release quality commercialised content to the websites, in line with the business’s milestones 
• Keep a watchful eye on changes to the Product offering and ensure the web content is consistent with what’s on sale
• Help define and manage the structure of our content in ALIAS, advising the Product team on the most efficient and effective ways of achieving the required results with our content
• Define and manage the structure of our content in Webadmin.
• Define and manage the process for delivering content to our online affiliates, third parties, working with IT as required
• Seek out opportunities to automate content management for merchandising and reduce the need for hands-on web design and development input
6. Requirements 
• Help capture, define and prioritise requirements for smaller and larger enhancements of the web platform 
7. Take accountability for lower level objective setting, delegation/coordination and delivery for day-to-day online activity in Crawley, including but not limited to:
• Delivery of on-site promotions and merchandising
• Management and accuracy of non-geographic published content (e.g. Sales Centre phone numbers, booking T&Cs)
• Online marketing campaign set up, briefing, delivery of objectives and post-campaign reviews 
• Supporting the Sales Centre and Trade teams in answering day to day web queries 
• Process efficiency
8. Recruit, develop, manage, motivate and inspire a team of online professionals to deliver upon the above 
9. Ensure expertise, experience and best practice is shared across the teams in both locations
What We're Looking For
• 3+ years’ commercial experience working for large B2C or B2B websites, working in multi-disciplinary teams
• Extended knowledge and understanding of all E-Commerce related disciplines including conversion optimisation, management info, web analytics, user experience, online marketing, web project management
• Stakeholder management 
• Experience in managing a team 
• Must have excellent attention to detail and the ability to effectively multi-task
• Delivery to time, budget and quality expectation, across multiple initiatives simultaneously
• Excellent verbal and written communication skills
• Highly flexible, positive and resilient with the ability to be innovative and collaborate.
• Self starter
What We Can Offer
- Competitive salary 
- Holiday entitlement of 25 days increasing with service to 28 days 
- Holiday concession purchase 
- Affinity reward scheme – online discounts on products & services 
- Late seat and accommodation offers 
- Childcare vouchers 
- Cycle to work scheme 
- In-flight discount of 20% 
- Foreign exchange discount at TUI retail outlets
- Contributory Pension scheme
- Private Medical Cover
- Private Health Insurance
- Career progression opportunities

Recruiter

TUI Specialist & Activity

Salary

From £30,000 to £30,000 per year

Location

Crawley

Job term

Permanent

Job hours

Full time

Web Analyst - Crawley/ Surbiton

Based in Crawley/ Surbiton
The Web Analyst will promote the understanding of customer behaviour on the SHG Ski and Lakes websites and help to identify areas where improvements in the online experience can be made. Using several different analysis tools including Adobe SiteCatalyst and Tealeaf, you will identify customer behaviour patterns and make recommendations for enhancements or areas to be tested. 
The web channel is a strategically critical route to market and the Web Sales & Operations teams within each location both play a central role as a driver of business success. 
What You'll Be Doing
1. Reporting Commercial Performance & Error Analysis
• Work with Finance and Commercial teams to ensure that web analytics are reported in line with business analytics 
• Produce automated weekly, monthly reports (Excel, BI tools, Clickstream analytics) and ad hoc reporting as required by the business.
• Deliver error reporting and analysis.
• Establish “dashboard” style online reporting from a range of different data sources for senior management team in the areas of acquisition, conversion and retention
• Put in place merchandising campaign analysis, feeding back to the business on performance post-campaign.
• Be the business owner and technical expert for our analytics tools & tags (Adobe SiteCatalyst) and point of audit for web data to ensure accuracy.
• Regularly audit tracking tags and parameter implementations for data capture accuracy.
• Specify and recommend improvements to tracking to fit with business requirements; co-ordinate delivery of these changes with IT (and external agencies, where required).
• Consolidate data and validate against other business sources
• Support the Sales Centre and Trade teams in answering day to day web queries 
2. Conversion optimisation
• Support the Conversion Specialist and Web Performance Manager to deliver a conversion optimisation programme.
• Help establish A/B and multivariate testing process, working with the Conversion Specialist and Web Performance Manager
• Identify areas of the websites which are underperforming and make recommendations for test plans
• Establish a web analytics forum with key commercial stakeholders from across the business to encourage take up of analytics tools and also to better understand business drivers
• Undertake website behaviour and customer experience analysis.
• Identify and prioritise opportunities for conversion and retention improvement within the online proposition
• Contribute data-driven rationales to define changes to our websites 
What We're Looking For
• 2+ years experience in a B2C E-Commerce environment.
• 2 years working with standard clickstream analysis tools: Adobe SiteCatalyst (desirable), Google Analytics, WebTrends, CoreMetrics etc.
• 3-5 years experience in using the Microsoft Office suite with very strong Excel skills.
• Experience in advanced web analytics methodologies such as experimentation and testing, competitive analysis, surveys and market research.
• Excellent communication skills and ability to interact with all levels of management, end users and technical resources.
• Expertise with Business Intelligence tools, such as Business Objects, Cognos etc, including ability to tune SQL queries
• Experience of A/B and multivariate testing in a B2C environment & demonstrable conversion optimisation skills an advantage.
• Exposure to project management skills, business process redesign principles, tools and techniques a plus.
• Highly numerate and commercially aware
• Fully reliable with high attention to detail
• Bachelor’s degree desirable
What We Can Offer
• Competitive salary 
• Holiday entitlement of 25 days increasing with service to 28 days 
• Holiday concession purchase 
• Affinity reward scheme – online discounts on products & services 
• Late seat and accommodation offers 
• Childcare vouchers 
• Cycle to work scheme 
• In-flight discount of 20% 
• Foreign exchange discount at TUI retail outlets
• Contributory Pension scheme
• Career progression opportunities

Recruiter

TUI Specialist & Activity

Salary

From £35,000 to £35,000 per year

Location

Crawley

Job term

Permanent

Job hours

Full time

Social Media & Online PR Manager- Crawley

Based in Crawley
Job Purpose
Our social media vision is “to have every customer engaged with our brands somehow and somewhere on social media by developing content so engaging and relevant, that even customers not using these channels are encouraged to do so for fear of missing out.”
To help realise this vision, this role requires someone who recognises the opportunities social media can bring to brands such as ours and who can work with a wide number of stakeholders to plan, coordinates and deliver real value to our communities and especially our customers.  
At its heart, it’s about driving loyalty and advocacy from our customers. 
Split broadly into three, the role will manage the development and implementation of the social media strategy across the ski (Crystal Ski, Crystal Summer and Thomson Lakes), long haul (Hayes and Jarvis and Austravel) and short haul (Citalia and Sovereign) holiday brands. 
This role definitely involves getting hands dirty with social media. 
What You'll Be Doing
1. Evolving and implementing the social media strategy
• To be a strong advocate of the SHG social media vision
• To work with the Head of Digital Marketing and Heads of Marketing to deliver the SHG social media strategy and coordinate the planning, budgets and resource required to deliver this for each brand
• To work with the Head of Digital Marketing to set objectives for each brand and to work with the social media team in order to deliver on these objectives
• To monitor and report on (and where necessary re-evaluate) the KPIs, as agreed by the Head of Digital Marketing, in order to fulfil the channel’s objectives and requirements 
• To ensure the social media strategy and objectives are communicated and understood across SHG
• To continue to work with the wider business to achieve buy-in and cooperation to the social media strategy and, where necessary, work to provide the process and support in order to achieve this
2. Coordinating and planning social media campaigns
• Overall responsibility for all activity and campaigns that take place on social media
• To strategically plan the pipeline of social media activity across all brands
• To work with the Heads of Marketing to deliver campaign creative that meets brand requirements
• To deliver activity and campaigns that directly contribute to the social media strategy and wider business goals
• Responsibility for the evaluation of campaigns including, but not limited to, tracking and reporting
3. The social media team
• To manage the existing team of three who comprise the social media team, by:
o Setting objectives for, monitoring progress of and managing the overall performance for the social media team
o Offering support and development for the team as and where necessary, regarding creation, design or implementation of campaigns / execution of tactics
o Coordinate (and where necessary organise) the team’s training to meet the evolving needs of the team
o To communicate the needs of the team with the head of Digital Marketing where necessary, step in to help support the team with delivering deadlines and/or executing on tactics
4. Joint Marketing
• To work with the Heads of Marketing to help deliver the commercial needs of the business including any joint marketing or 3rd party campaigns
5. Budgets and Reporting
• Overall responsibility of the social media budget for each brand
• Weekly, monthly and ad hoc reporting of activity and budgets
• Working with the Head of Digital Marketing to optimise social media spend / resource
6. Innovation
• Explore new platforms and opportunities in social media for each brand
• Be a vocal advocate for social media across the ski, long haul and short haul brands
• Identify new areas for online development from which the business would benefit 
• Contribute to knowledge sharing activities amongst the online team and wider business 
7. Online PR
• Working with the PR teams to amplify our activity in the online space
• Building strong relationships with the Heads of PR
• Working alongside the SEO team to form integrated digital PR campaigns
What We're Looking For
• Must have 3+ years experience in community management and / or more general experience  in social media
• Strong strategic understanding of how the different digital channels integrate with each other
• Proven ability of delivering social media campaigns with demonstrable success
• Ability to work with senior stakeholders across the business and effectively communicate to them
• Must have excellent attention to detail and the ability to effectively multi-task
• Must be an effective team player with experience of managing a team
• Knowledge of social media tools e.g. social media monitoring software
• Very high standards of written English (grammar, spelling, etc) 
Desired Skills:
• Additional experience relevant to building communities and managing online content 
• Previous experience in the travel industry, including ski or luxury travel
• Previous SEO experience
• Knowledge of blog platforms e.g. WordPress and Tumblr
• Experience of writing briefs for, and working alongside of, creative and development teams
• A keen interest in travel 
What You'll Be Doing
• Competitive salary 
• Holiday entitlement of 25 days increasing with service to 28 days 
• Holiday concession purchase 
• Affinity reward scheme – online discounts on products & services 
• Late seat and accommodation offers 
• Childcare vouchers 
• Cycle to work scheme 
• In-flight discount of 20% 
• Foreign exchange discount at TUI retail outlets
• Contributory Pension scheme
• Career progression opportunities

Recruiter

TUI Specialist & Activity

Salary

Competitive

Location

Crawley

Job term

Permanent

Job hours

Full time

At A Glance
 
Based in Surbiton or Crawley
 
The UX Researcher role is to understand our customers better than they understand themselves. The UX Researcher will be involved in a range of multi-channel projects and activity with a specific focus for online e-commerce. They will be involved in all brands within Specialist Holidays Group and responsible for providing the wider team with customer insights to steer future developments.
 
Online channels are strategically critical routes to market and the UX Research team within the MCS division plays an important role in understanding customer requirements, providing design recommendation, and giving strategic insight across the business to deliver measurable success.
What You'll Be Doing
 
1. Overall activities
- Help estimate UX research timescales for projects and ensure that research tasks are completed on time.
- Troubleshoot and provide appropriate solutions if and when problems occur.
- Maintain a highly organised level of working standard
- Assist in producing/maintaining personas for each brand, reflecting their respective audiences
 
2. Formative research
- Facilitate workshops and focus groups for understanding customer needs and testing concepts.
- Carry out depth interviews
- Conduct surveys and analyse results
- Conduct secondary research to compliment primary work
- Keep up to date on wider behavioural trends, not limited to web site usage
- Present findings and insights to the wider team and business stakeholders
 
3. Testing
- Work with Web Analysts to gain a complete picture of customer behaviour and identify areas of weakness
- Define tasks, write scripts, and moderate usability testing. Carry out remote testing where appropriate
- Debrief the team with objective and actionable points
- Recommend and prioritise areas of focus
 
4. Design support
- Work with UX Designers to develop mental models and map out customer journeys
- Contribute to the brainstorming and idea generation around tackling UX weaknesses
- Understanding of design practices and UX
 
5. Benchmarking
- Stay current with UX best practices and methodologies.
- Regularly monitor developments in e-Commerce, web interactivity and competitor websites and recommend enhancements to TUI Travel’s Web Platform
- Regularly review what competitors are offering and how they tackle similar issues
- Build your own knowledge of latest web technologies and user centred design through online and offline reading, attending events and sharing knowledge with the other web teams around the business
 
6. Key relationships
- UX Research Lead
- Head of UX
- UX team
- Web Analysts
What We're Looking For
- 2+ years solid, demonstrable experience of applying human factors methodologies
- Bachelor’s degree or higher in Human Factors, ergonomics, cognitive psychology, usability, anthropology, design or equivalent field
- A demonstrated understanding of both qualitative and quantitative methods is preferable
- Excellent observation skills and attention to detail
- Exceptional written and oral communications skills; an ability to analyse results and provide a quick turnaround giving relevant feedback to UX team within an Agile framework
- Experience in testing for other digital channels (e.g. mobile, iTV, kiosks beneficial)
- Autonomous; someone with an ability to work well independently as well as within groups
 
What We Can Offer
- Competitive salary
- Holiday entitlement of 25 days increasing with service to 28 days
- Holiday concession purchase
- Affinity reward scheme – online discounts on products & services
- Late seat and accommodation offers
- Childcare vouchers
- Cycle to work scheme
- In-flight discount of 20%
- Foreign exchange discount at TUI retail outlets
- Contributory Pension scheme
- Career progression opportunities
 
Job Division: Specialist & Activity
Location: Crawley Offices
 

Recruiter

TUI Specialist & Activity

Salary

Competitive

Location

Crawley

Job term

Permanent

Job hours

Full time

At A Glance
 
Based in Surbiton or Crawley
 
The UX Researcher role is to understand our customers better than they understand themselves. The UX Researcher will be involved in a range of multi-channel projects and activity with a specific focus for online e-commerce. They will be involved in all brands within Specialist Holidays Group and responsible for providing the wider team with customer insights to steer future developments.
 
Online channels are strategically critical routes to market and the UX Research team within the MCS division plays an important role in understanding customer requirements, providing design recommendation, and giving strategic insight across the business to deliver measurable success.
What You'll Be Doing
 
1. Overall activities
- Help estimate UX research timescales for projects and ensure that research tasks are completed on time.
- Troubleshoot and provide appropriate solutions if and when problems occur.
- Maintain a highly organised level of working standard
- Assist in producing/maintaining personas for each brand, reflecting their respective audiences
 
2. Formative research
- Facilitate workshops and focus groups for understanding customer needs and testing concepts.
- Carry out depth interviews
- Conduct surveys and analyse results
- Conduct secondary research to compliment primary work
- Keep up to date on wider behavioural trends, not limited to web site usage
- Present findings and insights to the wider team and business stakeholders
 
3. Testing
- Work with Web Analysts to gain a complete picture of customer behaviour and identify areas of weakness
- Define tasks, write scripts, and moderate usability testing. Carry out remote testing where appropriate
- Debrief the team with objective and actionable points
- Recommend and prioritise areas of focus
 
4. Design support
- Work with UX Designers to develop mental models and map out customer journeys
- Contribute to the brainstorming and idea generation around tackling UX weaknesses
- Understanding of design practices and UX
 
5. Benchmarking
- Stay current with UX best practices and methodologies.
- Regularly monitor developments in e-Commerce, web interactivity and competitor websites and recommend enhancements to TUI Travel’s Web Platform
- Regularly review what competitors are offering and how they tackle similar issues
- Build your own knowledge of latest web technologies and user centred design through online and offline reading, attending events and sharing knowledge with the other web teams around the business
 
6. Key relationships
- UX Research Lead
- Head of UX
- UX team
- Web Analysts
What We're Looking For
- 2+ years solid, demonstrable experience of applying human factors methodologies
- Bachelor’s degree or higher in Human Factors, ergonomics, cognitive psychology, usability, anthropology, design or equivalent field
- A demonstrated understanding of both qualitative and quantitative methods is preferable
- Excellent observation skills and attention to detail
- Exceptional written and oral communications skills; an ability to analyse results and provide a quick turnaround giving relevant feedback to UX team within an Agile framework
- Experience in testing for other digital channels (e.g. mobile, iTV, kiosks beneficial)
- Autonomous; someone with an ability to work well independently as well as within groups
 
What We Can Offer
- Competitive salary
- Holiday entitlement of 25 days increasing with service to 28 days
- Holiday concession purchase
- Affinity reward scheme – online discounts on products & services
- Late seat and accommodation offers
- Childcare vouchers
- Cycle to work scheme
- In-flight discount of 20%
- Foreign exchange discount at TUI retail outlets
- Contributory Pension scheme
- Career progression opportunities
 
Job Division: Specialist & Activity
Location: Crawley Offices