Director, Travel Support Team

Kensington delivers the world’s most personal travel experiences. We bring to life each client’s desire to travel in a way that’s tailored specifically for them, in the company of local private guides who ensure that they enjoy the authentic best of their destination. The result is a unique journey rich in memories that last a lifetime.

We achieve this because of our extraordinary people, experts with deep knowledge of their destinations. For over 120 countries worldwide, and across each of our brands – Tours, Cruises, Villas, Yachts, Jets, and Air – their expertise powers our steadfast promise: See the world, differently.

To learn more about Kensington, visit kensingtontours.com 

Position Overview 
The Director of the Travel Support Team is responsible for the strategic and operational management of the Travel Support Team, driving success through effective leadership in people, processes, and technology. This role demands dynamic leadership, excellent communication, strong analytical capabilities, and a customer-first mindset. The Director will coach and develop their direct reports (Managers), who in turn lead frontline agents across all Travel Support lines of business. 

A successful leader in this role will be adept at managing competing priorities, balancing start-up initiatives with ongoing process improvements, and leading through mentorship and performance management. The role requires a focus on key performance metrics and delivering measurable results across various teams. 

Key Responsibilities 

Team Management & Development 

• Lead and oversee agent onboarding process to ensure appropriate staffing levels based on skills and business needs. 
• Develop and implement succession planning to support agent growth, professional development, and retention. 
• Collaborate with the Workforce Management team to manage SVL requirements and plan appropriately via schedules and time-off requests. 
• Co-ordinate content, facilitation and frequency of huddles and information exchange. 
• Provide consistent coaching and individual development plans for direct reports ensuring optimal performance and alignment with business objectives. 
• Foster strong relationships with internal teams (Sales, Marketing, IT) to maximize support, communication and satisfaction of deliverables.   

Performance Management & Metrics 

• Track and monitor key performance metrics for individual team members and overall team performance. 
• Establish department cadence for performance reviews, including 1:1s, goal setting, and year-end performance discussions. 
• Partner with the Learning & Development team to develop new-hire training, establish refresher training requirements, as well as job aides and other resources and training materials. 

Quality & Customer Experience 

• Focus on agent quality scores to ensure the Travel Support Team consistently delivers an exceptional customer experience throughout the journey. 
• Collaborate with cross-functional stakeholders to review TST performance and create action plans to address opportunities, enhance business outcomes, and improve the customer experience. 

Culture & Engagement 

• Inspire and nurture a high-performing, collaborative, and engaging team culture. 
• Exemplify and promote Kensington’s core values in daily operations and company culture. 
• Actively recognize and celebrate team members through the company’s rewards and recognition programs. 
• Organize and lead team-building initiatives to foster cohesion and strengthen team dynamics. 

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

We thank all candidates for their interest however only those selected for an interview will be contacted.