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Head Office Roles in Burton-upon-Trent, Staffordshire
Department: Technology
Salary: Up to £50K
About Riviera Travel:
Riviera Travel is a private equity owned cruise and escorted tour holiday specialist, operating in the UK, Europe and across the world. The company is based in Burton-on-Trent, Staffordshire. Its holidays are aimed at over-55s who want to continue to travel and explore the world with confidence. Riviera Travel is the UK’s leading River Cruise specialist. The company has been operating since 1984 and is a Which? recommended provider.
Riviera is undertaking a significant expansion in North America, the largest river cruise market globally. This expansion requires Riviera to upgrade its digital estate to make it suitable for the North American market.
Role purpose:
Riviera have a fantastic opportunity for a highly skilled and motivated North America Website Manager to make a significant impact on the digital performance of a newly created digital platform, that needs to meet the requirements of a new source market and deliver incremental sales online.
The primary objective of this role is to ensure the website is optimised and managed to improve leads and sales conversion, supporting North American marketing channels and maximising revenue and profitability across new and existing customers. Collaborating with key stakeholders and co-ordinating e-commerce marketing plans working closely with the Digital & E-Commerce Team to follow best practice guidelines to deliver business requirements and digital effectiveness.
Key Responsibilities:
- Lead the e-commerce marketing strategy and plan for the North America website, to optimise leads, sales and revenue supporting both new customer acquisition and customer retention targets across trade and direct channels.
- Deliver fresh, engaging content and update existing content which adheres to brand and content guidelines and is optimized to SEO best practice. Understand shared PLPs and identify nuances with the US market to adapt content accordingly.
- Support the delivery of product launches on the US website, working closely with the current Content Writers and Content Manager, Product, Brand and Channel Teams to create copy and select imagery which showcases our products to the US market, to ensure consistency across the markets and product portfolio.
- Develop an e-commerce trading calendar to meet seasonal trends and booking targets. Working with respective teams to develop key landing pages, campaign promotions, product recommendations, merchandising techniques and personalisation to improve customer journey and funnel metrics.
- Lead on key financial reporting and provide updates on core actions being taken across the site on a weekly, monthly, and quarterly basis. Work with the Digital and Analytics team to build the North America suite of dashboards across web, customer and booking data to provide regular trading insights, review key performance metrics, analyse trends and deliver action plans to improve overall e-commerce effectiveness.
- Identify any key painpoints within the customer journey alongside opportunities to test improvements through CRO and website development, working closely with the Product Owner to schedule these into the roadmap.
- Keep up to date of industry trends, best practices, and emerging technologies in e-commerce to drive innovation and maintain a competitive edge.
Skills, Experience & Competencies:
- Management experience in e-commerce trading and merchandising with a proven track record of delivering growth.
- Strong understanding of digital marketing principles and best practices.
- Strong written English, with an understanding of correct spelling and grammar, and excellent attention to detail.
- Knowledge of the US Market preferable.
- Proficiency in web analytics tools such as Google Analytics or similar platforms.
- Excellent analytical skills and the ability to interpret data to inform decision-making and strategy.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Comfortable working in a fast-paced environment and adapting quickly to changing tactical priorities.
- Strong understanding and ideally experience in all digital channels including email marketing, Paid media advertising, SEO, and social media marketing.
- Experience in the travel industry would be advantageous and is desirable.
Department: Contact Centre
Reports to: Customer Service Manager
Role purpose:
The purpose of this role is to predominantly answer incoming calls to ensure all customer requirements are met following a successful booking and to deal with any queries that arise in a timely and effective manner, managing our customers expectations and providing the best service in line with company expectations. Ensuring administration duties associated with the customers
holiday arrangements are met and any requests are actioned promptly and efficiently.
Key Responsibilities:
- Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels.
- Assist with Travel document process liaising with the relevant departments to ensure all the elements of the holiday are brought together and customers have the correct documents for their holiday.
- Admin duties – room and flight requests understanding the customers needs and liaising with the hotel/product & transport departments to ensure we can meet the customers requirements and they have any relevant additional costs.
- Action cancellations in line with company process ensuring all elements of the holiday is cancelled and the customer has a correct cancellation invoice.
- Dealing with travel concierge requests which include pre/post night stays, rail tickets andUK transfers.
- Handling late booking requests (when the package is locked) including approaching the relevant departments and liaise with suppliers to ensure we can secure the holiday.
- Assist with Customer Relations issues and call outs in particular any changes to customers holiday arrangements ensuring they have all the correct revised information.
- Ad-hoc queries and requests from within the Customer Service team and other teams within the Contact Centre
Skills, Experience & Competencies:
- Previous experience within a Customer Service environment
- Ability to work in a fast paced environment with the ability to prioritise own workload
- Excellent communicator both verbal and written with good attention to detail
- A good team player whilst able to work on own initiative
- Problem solving abilities with a pro-active approach and a positive attitude
- Good IT skills
If you would like to apply for any of our current vacancies, please send your CV and a covering letter to [email protected]
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