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Risk Manager (Travel) Salary £55,000 to £65,000 per annum, dependent on experience Folkestone Hybrid Sagas Group Risk function exists to support the business in safeguarding our customers, our people, the company and its trusted reputation. We play a critical role in enabling sustainable growth by ensuring risks are well understood, appropriately managed, and aligned to our strategic ambitions. Our Travel Business spans Ocean and River Cruise, as well as Holidays including stays and touring, and as we continue to evolve and grow, we need to expand our second line Risk team. Reporting into the Head of Risk, youll partner closely with this dynamic and customer-focused part of the business. This is a highly visible and impactful role, offering the opportunity to influence decision-making at a senior level, shape risk practices within a complex and regulated environment, and contribute to delivering exceptional experiences for our customers. You will act as a key member of the Group Risk function, embedding a strong risk culture, providing independent challenge, and supporting the Travel business in taking informed, responsible risks in line with its appetite. This is an exciting opportunity for someone who combines strong technical risk expertise with a commercial mindset and a passion for the travel sector. This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have designated office space for colleagues in our Travel business, allowing us to collaborate and share success as a function. There will also be ad hoc travel to our other sites in London, Crawley & Southampton. Package Description At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues. BENEFITS AVAILABLE FOR THIS ROLE: 25 days holiday + bank holidays Option to purchase additional leave - 5 extra days Pension scheme matched up to 10% Company performance related annual bonus - Up to 5% Life assurance policy on joining us, 4 x salary Wellbeing programme Colleague discounts including family discounts on cruises, holidays and insurance Range of reductions and offers from leading retailers, travel groups and entertainment companies Enhanced maternity and paternity leave Grandparents leave Income protection Access to Saga Academy, our bespoke learning platform Main Responsibilities As our Risk Manager you will act as a trusted risk business partner and advisor to the Travel business to support them in taking and managing risks responsibly to achieve their strategic objectives in line with their agreed risk appetite. Other accountabilities will include: Working with our Travel Business to ensure that colleagues across all leadership levels understand how we manage risks at Saga, and what is expected of them in respect of risk management. Supporting the annual refresh of the Risk Strategy and plan, and delivery of this for Saga Travel. Using your knowledge of the travel industry to support the business to regularly review their Risk and Control Self Assessments (RCSAs) and ensure internal control testing is undertaken effectively by the business. Oversee the quality of control testing, providing challenge and guidance where appropriate. Supporting the Travel Executive team to oversee and report on the effectiveness of their material controls under the requirements of Provision 29 of the UK Corporate Governance Code. Facilitating the cascade of Group risk appetite statements within Travel, ensuring they are tailored appropriately to enable the achievement of Travels strategic objectives. Monitor the management of risk within the appetites through reporting. Oversight of Travel incidents, providing an independent check and challenge to ensure the root cause is understood and appropriate actions are in place to prevent recurrence. Supporting development and maintenance of risk management policies, procedures, and guidelines to our expectations are clear for Travel, and consistent with the Group. Supporting managements understanding of the risk management system through facilitating training, informal discussion, online tools, policies and guidance documents. Preparing and presenting clear, concise risk reports and opinions to senior management and relevant stakeholders, highlighting key risk exposures, trends and mitigation activities. Ensuring risk reports ultimately provide value to management. Attending and participation in Exec risk committees and other governance fora where risk engagement is required. Providing robust challenge and insights on key projects, key risk exposures, emerging risk, trends, control effectiveness, lessons learnt on material incidents. Supporting the development and delivery of the 2nd Line assurance plan, completing your own risk-based assurance over Travels control environment. Providing appropriately pragmatic and commercial recommendations to manage and mitigate risk. The Ideal Candidate As our Risk Manager for the Travel business, you will bring a strong understanding of both the travel industry and risk management frameworks. Youll be confident in identifying, assessing and documenting risks and controls, undertaking control testing, and delivering clear, insightful risk reporting that supports effective decision-making. Whilst direct experience of risk management is desired, we welcome candidates with significant travel sector experience who can demonstrate strong stakeholder management and business partnering capability, building trusted relationships at all levels. If you have strong influencing, interpersonal and communication skills, and are less experienced in risk we have the capacity to upskill your risk management expertise. Other experience required: Lead International Safety Management (ISM) auditor qualification, or experience working towards this, is desirable, or Strong understanding of maritime regulation and knowledge of Package Travel Regulations (PTRs) is desirable. Qualified risk professional, or equivalent practical experience in a risk management role. Experience of third-party risk management and oversight. Knowledge of risk, compliance and quality assurance within travel or similarly regulated industries. Proven track record of working effectively with senior stakeholders on risk and control frameworks. Ability to operate successfully in a complex, matrixed organisation, balancing multiple priorities. Strong influencing skills, with the confidence to provide independent challenge where required. Excellent interpersonal and communication skills, with the ability to translate risk into meaningful business insight. Sound judgement, with the ability to exercise discretion and make decisions on matters of significance. Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special About The Company Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. Were the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and?our Saga Magazine. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose. Were committed to making sure that colleagues can be their best, be themselves and make a difference more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity?and respect in an environment that is free from discrimination and harassment. Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture weve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. Were also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and youll receive personal communication throughout your applicant journey when you apply to join Saga. Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner. #LI-VL1 TPBN1_UKTJ

Extensive leadership experience in Customer Experience, Customer Success, or Contact Centre operations. A customer obsessed professional with experience of hands-on, enterprise client management, team leadership and business optimisation/transformation. A leading provider of critical customer servic

Head of Existing Customer Management (ECM). A rare opportunity to take full ownership of Cards ECM in a profitable, scaling UK-regulated lender. Strategic and regulatory alignment- You will sponsor scorecard and policy changes with Credit Risk, run test‑and‑learn programs at scale, align acquisi

A leading programmatic advertising firm is seeking an experienced Head of Client Success in the UK to build strong client relationships and drive the adoption of innovative solutions. The role requires 7+ years in client success, proven leadership skills, and an understanding of the programmatic adv

The Chartered Institute of Export & International Trade is looking for a Customer Success Manager to enhance the experience of its business customers. Suitable candidates should have strong customer success experience, excellent organisational skills, and CRM proficiency. You will ensure outstanding

TeamViewer is looking for a Global Head of Customer Support in Greater London to lead a multi-tier customer support organization. Candidates should have 10–15 years of experience in SaaS customer support, with proven success in improving CSAT and SLA metrics. This executive will define and execute

A leading ERP solutions provider is seeking a Head of Customer Support to oversee commercial relationships across strategic accounts. Ideal candidates will have senior experience in Customer Success or Account Management within SaaS or ERP environments, emphasizing commercial acumen and the ability

Cubitts is seeking a Head of Retail to lead their 18 stores across the UK. This full-time position offers a salary of £72,252 and includes various employee benefits, like complimentary spectacles and a cycle to work scheme. You will develop a customer-focused culture and manage the retail portfolio

The Head of University Success is the person who builds and leads that function. A track record of building or significantly developing a CS team — hiring, coaching, and raising the standard of practice. The operational infrastructure of the function exists and is trusted internally.

Proven success in growing the client/customer success function and overall customer-focused operations to support a rapidly growing business, ideally with exposure to driving revenue growth of a successful business. A track record of successfully leading and scaling similar functions, including but

A healthcare technology firm is seeking a Customer Success Lead who will oversee the onboarding and implementation of their platform in hospitals. The ideal candidate has extensive experience in customer success, preferably in a SaaS environment, and enjoys working closely with healthcare teams. The

A leading financial data vendor in Greater London is seeking a Head of Customer Operations to oversee client-facing operations, sales support, and technical teams. This role offers an exciting opportunity to influence both people leadership and operational strategy.

Reporting to the Global Head of Business, you will lead and scale Partner Success at Polygon Labs, owning relationships with some of the most strategic customers in the ecosystem. B2B relationship management, customer success, or account management, including leadership experience. Background in sca

A high-growth startup is seeking a Head of Customer Success to establish the Customer Success function from scratch. The ideal candidate has over 5 years in Customer Success, with significant leadership experience in a B2B SaaS context.

Head/Director of Existing Customer Strategy. This role offers the opportunity to lead the ECM team to really build out this function and define the future growth of the business. Developing and building out the existing customer strategy and wider function.

In modern times we may come to call this role as a Head of Customer Happiness, Customer Experience Champion, Customer Journey Director, Customer Insights & Experience Lead, Head of Customer Advocacy, Head of Technical Support, Technical Support Services Manager or Customer Support Manager. As Head o

The Customer Success Manager plays a pivotal role in delivering a consistent, high-quality customer experience across our portfolio of membership, training, qualifications, and advisory services. You will be the main point of contact for a defined set of customers with responsibility for ensuring th

A next-generation ecommerce platform is looking for a Regional Manager of Customer Success (EMEA) to lead and grow a high-performing team. This is a remote-first position based in the UK, offering a supportive work environment and a range of perks including work from home flexibility. Your role will

Sainsbury's is seeking a Head of Value to lead the design and evolution of value frameworks and propositions, ensuring customer value aligns with commercial objectives. This role offers a dynamic opportunity in a competitive retail environment.

Proven experience operating at VP / Head of Customer level, with a strong track record of transforming, scaling and evolving Customer Success functions. Commercially focused, with a clear understanding of how Customer Success drives retention, expansion, and revenue outcomes. As Fractional VP of Cus

This hybrid role involves managing pilot customers, owning the onboarding process, and building the Customer Success function from the ground up. A dynamic AI company in London is seeking a Lead Customer Success Manager to drive product adoption and retention.

As Head of Finance, you will lead the commercial finance agenda, ensuring robust financial governance across projects and commissioned services. Provide insight on profitability, cost recovery, and cashflow, identifying risks and recommending actions. Own and continuously improve the project costing

Optiml Ag is seeking a Head of Delivery & Customer Success to spearhead the implementation and customer growth of its innovative Real Estate Decision Intelligence software. Desired candidates must bring over 10 years of experience in enterprise SaaS delivery, with a strong focus on collaboration and

Proven record of leading Customer Experience in a customer‑facing organisation. Combine qualitative and quantitative customer insight to support development of the tactical and strategic roadmap and influence decisions and delivery prioritisation across Insurance. Strong knowledge of regulatory re

As Head of Customer Experience at IG Group, you will shape the future of how we serve and engage our customers globally. As Head of Customer Experience & Service Delivery, you will shape how millions of customers interact with IG globally — combining digital intelligence with human empathy to set

A leading global financial institution is seeking a Global Head of Customer Acquisition and Onboarding to drive customer engagement through innovative strategies. The successful candidate should possess a deep understanding of customer acquisition, digital banking technologies, and have the ability

Interlock with Anthropic's EMEA direct sales field, with Customer Success Managers on the customer‑side health of joint accounts, and with the EMEA alliances organization that owns the executive relationship with strategic partners in the region. A focused fraction of them will become great – th

A leading charity organization in Greater London is seeking a Head of Finance to lead its commercial finance and business partnering function. This position offers a competitive salary and a hybrid working arrangement, providing an opportunity to contribute to meaningful social impact.

A leading transportation company in the UK is seeking a Lead Customer Contracts Manager to oversee contract management and ensure customer satisfaction. This role involves cross-functional collaboration to meet customer expectations, offering a competitive salary and comprehensive benefits.

The role involves overseeing a talented team, ensuring efficient onboarding of new clients, and enhancing customer satisfaction through best practices. A leading financial forum in London seeks an experienced individual to manage and scale its client success strategy.

Duffel is hiring a Head of Customer Success to maximise our customers’ use of Duffel’s technology. You will analyse customer performance, uncover growth opportunities, and lead executive business reviews while partnering closely with Customer Success Managers (CSM's) and Customer Success Enginee

Lead, mentor, and grow the UK Client Success team, managing performance and professional development. Collaborate with Global Client Success teams to share best practices and align globally. Data‑driven mindset, experienced in using KPIs and metrics to measure team and client success.

Operating at the intersection of Customer Success, Product, Engineering, Revenue, and Operations, this role ensures a seamless, data‑driven, future‑ready post‑sale support experience that drives customer satisfaction, retention, and product adoption. We are seeking a Global Head of Customer Su

JobsinED Ltd is seeking a Head of Business Studies for a dynamic Hackney school.

Gofractional is seeking a Fractional VP of Customer Success located in Greater London. You will partner with the CEO and leadership team, leading the Customer Success function to enhance customer value delivery and drive retention. Ideal candidates will have project-based leadership experience, a st

This role focuses on reshaping the approach to Customer Success, emphasizing strategic growth and customer engagement. The ideal candidate possesses proven experience in leading customer success or account management within a SaaS environment and has a strong commercial mindset. The package includes

The ideal candidate will have over 10 years of experience in solutions engineering or a related field, with a strong understanding of data collaboration and customer engagement. The position offers a competitive salary, comprehensive benefits, and a collaborative culture focused on success. A leadin

As our Head of Service Delivery / Commercial Operations Manager / Head of Customer Experience, you'll lead a growing function responsible for the full life cycle of customer jobs - from scheduling, coordination and communication through to reporting, certifications and invoicing. You're ready to tak

A data technology company in Greater London seeks a Director of Solutions Engineering to lead the Solutions Engineering team, ensuring customers maximize the value of their platform usage. This role involves providing technical expertise, engaging with clients, and driving solutions to enhance custo

As Head of Customer Service, you will take full ownership of the end‑to‑end customer journey, from onboarding through to retention and contract renewal. Proven experience in customer service, customer success, or operations leadership. Trade Mastermind University Headquarters in Peterborough –

A leading technology firm in Greater London seeks a Senior Director - Customer Success to lead their Technical Success team. The role requires at least 10 years of experience in customer success or solutions consulting within enterprise SaaS. You'll drive customer transformation and ensure success b

As Head of Customer Supply Chain, you will lead the end-to-end customer supply strategy, ensuring inventory availability supports channel growth and meets customer needs across retail, DTC, and B2B channels. You’ll have the chance to shape strategy, optimise operations, and work closely with a col

Partner closely with Customer Success, Product, Engineering, and other regional leaders to deliver a seamless, end-to-end customer experience. Head of Customer Operations – UKI. A senior customer operations leader with 5+ years’ experience leading Customer Support and/or Operations teams in a Sa

As a Head of Customer Engineering (CE), you will lead CE managers and teams and deploy a team of subject matter experts responsible for working alongside our customers to provide trusted technical and solution advice to accelerate workload migration and remove technical blockers. Lead a team of CE M

This position offers competitive compensation, growth opportunities, and the chance to make a tangible impact in a thriving organization. A dynamic media company in Greater London seeks an experienced leader for the Client Success role. The ideal candidate has over 5 years of leadership experience i

A leading financial services provider is seeking a Head of Customer Experience to lead a transformative initiative in how they engage with millions of customers. This senior role requires over 10 years of experience in customer service and operational leadership. Ideal candidates will have a strong

A leading talent solutions firm in the UK is seeking a Head of Customer Success to drive operational excellence and client engagement. This senior role involves leading the Customer Success function, enhancing commercial performance, and fostering long-term partnerships. The ideal candidate will pos

A workforce management technology company is seeking a strategic leader for Customer Success. This role focuses on bridging the gap between Enterprise clients and self-serve users, driving revenue growth through upselling and proactive customer support. The ideal candidate will implement AI-driven s