Vice President of Client Experience

Job Type: Full Time
Location: Hybrid
Reporting to: Chief Operating Officer

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 700 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:

The Vice President of Client Experience role is at the heart of our strategy to be the best company to travel with and the successful candidate will be responsible for shaping, executing, and continuously improving Goway's client experience strategy across all touchpoints. Reporting to Dean Moore, COO, you'll collaborate across teams to design, implement, and optimize programs that set the standard for best in call Customer Experience. You'll lead a passionate team, oversee our support operations, and implement strategies to ensure our customer satisfaction metrics exceed expectations. Your mission will be to deliver consistent, high-quality experiences that turn first-time travelers into lifelong Goway ambassador, “Globetrotters”.

Key Responsibilities:

Customer Experience Strategy & Execution

• Develop and execute a customer experience strategy that reflects Goway's commitment to delivering personalized, high-touch, and seamless travel experiences.
• Drive a customer-first culture across all business functions
• Build frameworks to proactively anticipate and exceed customer expectations.
• Create a differentiated service model that elevates Goway above online travel agencies and commoditized offerings—focusing on trust, expertise, and relationship-building.
• Implement strategic initiatives to drive repeat bookings, referrals, and lifetime value, while reducing friction and operational gaps.
• Define and prioritize key experience enhancements in collaboration with global and cross-functional teams, ensuring scalability and consistency across regions.

Performance & Insights

• Own key customer satisfaction metrics (e.g., NPS, Trustpilot Score) and identify strategies to exceed targets.
• Analyze feedback and operational data to identify trends and implement improvements.
• Provide clear reporting to executive leadership on CX insights, wins, and opportunities.

Customer Journey Optimization

• Map and continuously refine customer journeys, identifying pain points and enhancing every step of the process.
• Collaborate closely with Product, Sales, and Marketing to align service delivery with the unique needs of each destination and traveler persona.

Operations & Technology

• Oversee OMNI Channel, ensuring consistent and efficient service across time zones.
• Optimize customer service technologies including Salesforce, Genysis telephony platform, and support tools to streamline operations and enhance customer interaction quality.

Service Recovery & Escalations

• Own the customer recovery process—ensuring timely, empathetic, and effective resolutions for travel disruptions, complaints, or service failures.
• Establish escalation protocols and ensure teams are trained to handle complex or high-stakes service issues.

Brand Alignment

• Ensure all client-facing experiences reflect Goway's premium, trusted brand identity, including tone, communication, and experience delivery.
• Influence marketing and communications to ensure client experience is consistent and aligned with brand positioning.

Leadership & Culture

• Mentor and manage teams across service delivery, support, and guest relations.
• Implement training and coaching programs that foster a culture of excellence and empathy.
• Promote cross-functional collaboration to embed CX best practices company-wide.
• Foster a culture of empathy, responsiveness, and continuous improvement.

Required Skills and Qualifications:

• 7+ years in CX, with 5+ years leading teams at a senior level (B2B and B2C focus).
• A never yielding dedication to providing an unparallel client experience, creating clients for life.
• Strong leadership, analytical, and interpersonal skills.
• Strategic thinker with a hands-on mindset and a passion for delivering world-class service.
• Strong familiarity with Salesforce, CRM platforms, telephony systems, and customer analytics tools.
• Proven track record in improving customer satisfaction metrics and operational performance.

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.