Sailing HolidaysLaunch Crew and Customer Service Manager
Jan. 2020 - Mar. 2025London, United KingdomI manage Sailing Holidays' Customer Feedback Strategy, collecting feedback, analysing trends and implementing process improvements to ensure best customer experience, from pre-sale to post-holiday. Building and maintaining relationships and ensuring maximum retention through exceptional customer service. Responding to all complaints empathetically and in keeping with the companyโs ethos. I also manage all post-sale administration, including quality checking bookings, monitoring databases and client records for accuracy, and always thinking critically about the customer experience from every angle, from the way we speak on the phone, how we word our emails, and how our documentation looks.