Digital Operations & Performance Executive

Reporting into the Senior Digital Operations & Performance Executive, you will be responsible in ensuring daily operational tasks are completed in an accurate and timely manner. You will collaborate with multiple teams across the business to support TUI’s group one selling platform. This vital role will drive continuous improvement of the digital channels to enrich the customer experience and commercial revenue. Driving best practice and aligning operational support is priority for this role to manage the end to end sales platform performance, stability and integrity.

You will support all daily operationional activity. As a self motivator you will also use a host of tools to identify barriers to customer satisfaction and create bespoke reporting and online dashboards to track this. You will be key in supporting the team to drive detailed investigations into issues affecting customer experience through impact analysis.

Please note the closing date for applications is: Sunday 22nd September

ABOUT THE ROLE 

As a Digital Operations and Performance Executive, you will play an active role in supporting the team to drive improvements across all TUI digital channels, working closely with technical and business teams. Continuously monitor digital channel activity identifying problems/defects and solutions for issues which impact site operations, performance, and stability. This will involve the use of robust reports, management dashboards as well as ensuring we have alerts in place to instantly highlight customer struggle. You will champion the customer and drive resolutions for issues across the digital experience. You will be responsible for monitoring and reviewing KPI’s to provide up to date impact analysis, working with other members of the Digital Operations team to improve the customer journey and increase conversion. Sharing best practice across the wider Digital Operations team is key in ensuring end to end platform operational excellence.

Collaborating with other areas of the business including the development teams, technology service management and Web DevOps SRE, you will drive our business priorities to achieve agreed KPI’s and business objectives. Using the tools available to you such as Adobe, Dynatrace, Google Analytics and DataDog, you will produce reports and dashboards to capture data meeting stakeholders requirements. Using this insight and data, you will proactively look for areas of performance improvement to drive better online customer experience and commercial business benefits. Supporting the Senior Digital Operations & Performance Executive, you will input and help engagement through the Performance Forum ensuring priority incidents and new developments are tracked. Led by the Senior Digital Operations & Performance Executive, you will support the investigation of new initiatives in the digital space that could bring benefits to our platforms, aligning closing to the digital product you are accountable for.

You will be responsible for providing support for release activity by inputting operational, performance, monitoring requirements and attending pre-release meetings including daily stand-up and product development sessions. Post release performance analysis is important, and you will be responsible for following on next steps to drive performance improvements where required. Collaboration and alignment with the wider Digital Operation & Services team is key to support commercial activity - working alongside the Digital Services team acting as a key stakeholder for all Commercial change i.e. peak trading and brochure launch planning.

ABOUT YOU 

• An ambitious individual with a good understanding of ecommerce and/or proven experience in an Operational role with a strong analytical skill set and experience of web analytics
• Proactive person with the ability to investigate new ways of improving web performance.
• Someone who is customer centric and is passionate about delivering continuously improved customer experience.
• The ability to manage your own time in a demanding, time-critical role and being comfortable working within an environment of ambiguity and high degree and complexity
• Ability to engage and influence stakeholders – influencing behaviour and changing opinions based on business knowledge and competence.
• Both strong analytical and good organisation skills with the ability to work under pressure and have a great attention to detail.
• Willingness to work flexible hours (successful candidate will need to work early mornings to support project implementation)
• Multilingual would be useful but not essential

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Discretionary Bonus Scheme
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Excellent rates with foreign exchange
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI.  Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​  If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

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