Director of Client Experience
Job Type: Full Time
Location: Hybrid
Reporting to: SVP of Sales
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role:
As the Director of Client Experience, you will champion customer satisfaction, loyalty, and retention by overseeing all touchpoints of the traveler journey, from pre-travel to post-travel. Reporting to the SVP of Sales, you’ll collaborate across teams to design, implement, and optimize programs that set industry benchmarks. The Director of Client Experience is a results-driven, detail-oriented leader with a passion for delivering exceptional customer experiences, someone who thrives in fast-paced environments, values collaboration, and brings innovative ideas to elevate client satisfaction.
Key Responsibilities:
- Drive customer satisfaction metrics (NPS > 90, TrustScore 4.8+).
- Lead and evolve Voice of the Customer programs, mapping journeys, and improving touchpoints.
- Manage 24/7/365 call center operations and launch a concierge team.
- Analyze feedback to identify trends and implement actionable improvements.
- Collaborate with Sales, Product, and global teams to align customer-focused strategies.
- Oversee staff training, coaching, and performance management.
- Optimize customer service technologies, including Salesforce and telephony systems.
Required Skills and Qualifications:
- 5+ years in customer service, with 3+ years managing teams (B2B and B2C focus).
- Bachelor's degree in marketing, business, or related field.
- Proven success with NPS and customer feedback programs.
- Strong leadership, analytical, and interpersonal skills.
- Experience with Salesforce and Travel Platforms preferred.
- Familiarity with CX Tools
The Goway Advantage:
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well-supported.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How to Apply:
If you want to be part of an innovative team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!
- All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.
Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender and report it to Goway.
