Director of Customer Experience
We were appointed by the Chief Executive of loveholidays to manage a search for the newly created role of Director of Customer Experience. This was a pivotal appointment, to play a critical role in their recovery process following the impact of the first Covid19 lockdown. They were keen to appoint someone with significant CX expertise, but were open minded as to the industries they could come from.
We conducted an extensive search process, considering candidates from within the travel sector but also other relevant customer facing industries, including retail, hospitality and leisure. In addition we considered candidates from leading technology businesses, as loveholidays consider themselves a tech business operating in the travel space.
The interview process incorporated an assessment of both candidates skill set and the right cultural fit to work within a fast paced, private equity backed business. Our shortlist consisted of five candidates, with three of those coming from outside of the travel sector. The successful candidate Lou Zonato was a “triple Stevie Award Winner” whose career has specialised in delivering outstanding customer service expertise across multiple sectors including, telecoms, media and tech for brands such as EE, ITV and Deliveroo. Since joining loveholidays Lou, has been instrumental in transforming their CX capability during a period of unprecedented growth post Covid.
Our success in appointed Lou has led to a diverse range of senior searches with loveholidays including;
- VP Commercial
- Director of Aviation
- Director of Brand Marketing
- Director of Sales