Head of Customer, Sales & Ancillaries

As the Head of Customer, Sales & Ancillaries, you will be a key driver of TUI Airline’s commercial success, responsible for maximizing customer revenue streams and enhancing the overall customer experience. Reporting to the Airline Chief Commercial Officer, you will lead a multinational team and oversee three core areas: customer commercial strategy, direct sales & digital distribution, and airline ancillaries. This is a high-impact leadership role requiring strategic vision, digital expertise, and strong stakeholder management to optimize revenue and customer engagement.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.

• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.

• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.

• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams

• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Define & Execute the Airline Customer Strategy – Develop and implement a seamless, revenue-driven customer journey across all touchpoints, aligning with the Group’s global customer experience strategy.

• Optimize & Expand Direct Sales Channels – Drive B2C sales strategy, enhancing digital distribution (Web, App, Marketplace) and developing new direct sales opportunities to accelerate revenue growth.

• Maximize Ancillary Revenue Streams – Define and commercialize airline ancillary products, ensuring alignment with business strategy to drive incremental revenue.

• Strategic Stakeholder Management – Collaborate with digital, operations, and commercial teams to optimize product integration, cross-selling, and customer engagement.

• Commercial & Financial Performance Ownership – Lead financial planning, budgeting, and forecasting for direct sales and ancillaries, ensuring strong commercial performance.

• Drive Innovation & Digital Transformation – Implement AI-driven personalization, automation, and strategic partnerships to enhance sales performance and customer experience.

• Ensure Regulatory & Compliance Excellence – Align sales and ancillary strategies with aviation regulations and consumer protection laws, acting as a key interface between airline and regulatory bodies.

• Lead & Develop a High-Performing Team – Build and inspire a multinational team, fostering a culture of commercial excellence, agility, and customer-centric innovation.

• Enhance Performance Marketing & Data-Driven Strategies – Utilize data analytics, KPIs, and customer insights to refine strategies and drive continuous improvement.

• Strengthen Airline Contribution to TUI EBIT – Drive measurable improvements in revenue, customer satisfaction, and conversion rates through optimized commercial initiatives.

ABOUT YOU

• Strategic Leadership – Proven experience in senior leadership roles within the airline, travel, or aviation industry, driving commercial success and revenue growth.

• Market & Commercial Expertise – Deep understanding of airline markets, competitive dynamics, customer segmentation, and industry trends for data-driven decision-making.

• Customer-Centric Commercial Acumen – Ability to translate customer insights into revenue-generating initiatives while balancing service quality and commercial objectives.

• Sales & Digital Transformation – Expertise in e-commerce, digital sales, and direct distribution to enhance revenue streams and customer engagement.

• Ancillary Revenue Growth – Strong track record in developing and optimizing airline ancillary products through innovation, partnerships, and pricing strategies.

• Data-Driven Decision-Making – Proficiency in performance marketing, financial modeling, and KPIs to optimize commercial strategies and profitability.

• Stakeholder Management & Influence – Ability to collaborate and align priorities across senior executives, cross-functional teams, and external partners.

• Financial & Commercial Acumen – Strong analytical skills with expertise in pricing strategies, P&L management, and revenue optimization.

• Agile & Resilient Leadership – Ability to navigate complexity, lead transformation, and adapt to evolving market conditions while maintaining strategic vision.

• Inspirational People Leadership – Experience in leading multinational teams, fostering a culture of innovation, collaboration, and accountability.

#LI-LS1 #LI-REMOTE

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

SECURITY CLEARANCE STATEMENT

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline.

Rest assured; we’ll guide you on the necessary information you need to provide at each stage. 

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years.