Career Opportunities

Department: Finance

Reports to: Senior Finance Manager

Salary: £45,000-£50,00 (based on experience)

Role purpose:

Riviera Travel is a fast-paced, private equity backed operator of premium cruises and tours for affluent consumers.

The Management Accountant will play a critical role in delivering Riviera’s consolidated management accounts on a monthly basis and preparing trading performance information for Executives and senior leaders.

The role combines financial and analytical skills to aid senior management with decision making and promoting long term financial success for the business.

Key Responsibilities:

• Delivery of the month end consolidated group management accounts pack, including financial statements with insightful, commercially focused commentary on trading and cashflows, and risks & opportunities identified
• Balance sheet reconciliation of key accounts along supporting the analytical review process, including completion and development of the Balance sheet review pack
• Management of holding company P&L and balance sheets, including intercompany reconciliations, and accounting for bank and shareholder debt
• Month end foreign exchange valuation
• Own and distribute key trading information including analysis of passenger volume, ASP, revenue, costs of sale and gross profit by product category and itinerary.
• Oversee accounts receivable processes for invoicing and collection of monies from our Travel Agent sales partners
• Development and implementation of cost centre reporting to drive Executives’ and senior leaders’ understanding of their performance vs budget / forecast and drive related profit improvement actions
• Mentoring junior team members
• Key contributor to delivery of the annual audit 

Skills, Experience & Competencies:

• ACA, ACCA or CIMA qualified
• Demonstratable experience gained in similar role(s) in a fast-paced, consumer-led business.
• Up to date accounting technical knowledge (UK GAAP, IFRS)
• Strong Excel skills, including data analysis (e.g. pivot tables, lookups) and financial modelling
• Self-starter with high levels of drive, energy, and resilience to succeed in a fast paced and challenging environment
• Highly detail orientated with a positive approach to problem-solving
• Ability to develop effective working relationships with team members
• Effectively challenges the status quo and looks for improvements  
• Adaptable, flexible, willing to ‘roll sleeves up’ and tackle a range of issues
• Experience of SAGE Line 200 and / or in a private-equity back business would be advantageous but not essential

Department: UK & Ireland Trade Team

Reports to: National Sales Manager

Salary: £37,000, Car Allowance + Quarterly Bonus Scheme

Role purpose:

The Key Account Manager is responsible for achieving the Sales, Profit and Revenue targets and building the brand of Riviera Travel with dedicated key accounts, ensuring the performance of that region is maximised through focusing on Key Accounts. In addition, you will identify high revenue and high potential stores. To achieve the Sales and Revenue targets for your geographical sales area as set by the business. To have a training plan to ensure in your key accounts are familiar with Riviera Travel’s products through visits in person and attendance of webinars.

This is a field-based role to predominantly covering the South, Southeast.

Key Responsibilities:

• Develop a considered targeted call cycle that focuses on high revenue and high potential stores (Key Accounts) and develop detailed call plans with face to face & virtual contact with targeted key accounts.
• Responsible for growth of Revenue and Pax numbers.  
• Monitor and report all holiday competitor activity, pricing and marketing  
• Attending monthly sales meetings with Key Account Manager and Head of Trade Sales to plan targeted activity in your region to raise awareness and knowledge of the Riviera Travel Brand and maximise sales.
• Provide key account reports and follow up consistently on the actions set in your sales area.
• Support projects as a team as and when directed.  
• Implement structured training programme ensuring the agents in your stores are familiar with Riviera Travel’s USP’s  
• Revenue targets set by Riviera Travel are achieved with your accounts  
• Implement successful consumer events in addition to travel agent partner’s events  
• Prepare and host successful agent educational trips i.e. River Cruise Ship day trips, tours and/or River Cruise fam trips, with targeted sales performance post the event to ensure a return on the investment  
• Ensuring that agreed sales and marketing activity is implemented in the targeted stores and the success of all activity is tracked and monitored to assess ROI  
• Attend and cover stands at travel industry exhibitions or any other events as required  
• Responsible for increasing the sign up to our monthly agent newsletter and engagement with our Facebook Trade Sales closed group  
• Submit a rolling two-month call plan on a monthly basis to your line manager as required  
• To structure your calendar effectively to ensure maximum time with the agents and all administration and support activities are completed effectively and on time.  
• All Trade Team members are kept updated and informed of activity in your area as appropriate 

Skills, Experience & Competencies:

• Takes Initiative – understands what needs to be accomplished and to proceed on one’s own within the accountabilities of the job
• Analytical – logically analyses facts, data and situations  
• Strong self-confidence, approachability, well presented
• Excellent communication, organisational and planning skills
• A good team player
• Presentation skills. Must be confident preparing and delivering a presentation to small and large groups of agents and customers
• Problem solving/complaint handling/diplomacy
• Has an understanding of negotiation techniques and uses these to influence agents
• Setting Objectives and Managing Priorities – Understands the importance of monitoring performance
• Profitable Account Planning – Understands trends, dynamics and opportunities for growth
• Commercial Decision Making – Management & profitable allocation of region budget
• Commercial Innovation – Is creative in solving commercial challenges
• Understanding Different Styles – Has the ability to adapt style and approach to suit relationships at differing levels- from shop floor to MD/Owner level
• Drive for Results – Seeks to improve efficiency and effectiveness of plans, process and approach
• Must be prepared to work weekends and evenings as part of your weekly role, with time in lieu received for weekend work. Flexibility will be required
• Proficient in Microsoft Office (Word, Excel, Powerpoint)
• Preferred experience in a B2B and B2C sales role
• Degree educated or equivalent preferable
• Must hold a clean driving licence and be confident to drive long distances

Department: Technology

Reports to: IT Service Desk Manager

Role purpose:

As a member of the IT Operations team, this role will work alongside a young service desk team and partner organisations to deliver IT support to the business. This role will focus on our UK userbase for Support and maintenance.

This is a varied role which can really make a difference across a wide aspect of the company. This role will involve various aspects of support including but not limited to: 

• Desktop Hardware Support - the rollout and maintenance of endpoint devices (Laptops, Printers, etc).  
• User Account Management – New Starters, Changes, Password Resets, Leavers.
• Server Support – System Maintenance, Security Integrity, Upgrades, Patching, Backups, Restores, etc
• Telephony support – Mitel – Ignite, MiCollab, Apple – Apple iOS and Apple business manager

We have great relationships with the business and suppliers, your positive and proactive approach to service and support will be key to helping this grow. The role will act as support for Incident triage and management, as well as Problem management and other aspects of ITIL frameworks, such as Asset and Change Management.

Being part of this team is a fantastic opportunity for you to develop your career both within the IT area and the Riviera business working with your line manager to build on your skills and development areas for support your career development. 

Key Responsibilities:

• Working with the team to provide a functional service desk, supporting user incident and service tickets.
• Participate in an On-Call Rota for out of hours cover.  
• Ability to triage Incidents effectively, manage tickets with appropriate levels of prioritisation, working to the correct Internal (IT Ops, Development, Platform, Cyber, Digital etc) or External Teams (Vendors).
• Creating and maintaining accurate documentation of how to use and administer services within the business.
• Administration of Microsoft 365 (Exchange, SharePoint, Teams) and Apple business manager to manage operations of the business.
• Respond to incidents related to Endpoint device management and administration across our estate for internal users.
• Managing User accounts for Starters/Existing/Leavers, across the business using AD and Entra ID.
• Managing Server estate – Patching, capacity management, backup/restore.
• Monitoring and alerting of infrastructure, as well as corrective maintenance.
• Helping to perform Root Cause Analysis on problem tickets and to work to resolve the underlying issues.
• Helping to diagnose and rectify connectivity issues, including networking, firewall or permission issues.
• Some project work is expected as part of Operational Services. 

Skills, Experience & Competencies:

Essential Skills/Capabilities

• Incident Management / Triage.
• Modern Desktop Administrator - Endpoint device management / InTune
• Virtualisation (Hyper-V or VMware) experience
• A basic understanding of LANs / WANs / DMZs, etc.
• Understanding of Windows 11 fundamentals  
• Windows Server 2019 / 2022 / 2025 exposure.
• Ability to communicate and work as part of a team  
• Exposure to public cloud computing- Azure – ideally with AZ-900 qualification
• PowerShell scripting
• Experience in firewall functions and Web security
• A good understanding of ITIL Fundamentals

Desirable Skills/Capabilities

• Experience working with RBAC, VLANs and VPN configurations.
• Server-based client services (DHCP, DNS, NPS)
• Microsoft Desktop Certified - MD-100/MD-101
• Microsoft Security Fundamentals – SC-900
• Firewall configuration
• Mitel Telephony
• CMDBs/Asset control.
• Active Directory (Preferably Entra ID) exposure.
• Microsoft 365 administration – Exchange, SharePoint, Teams
• Microsoft Azure Administration
• Awareness of ISO20001 

Department: Technology

Salary: Up to £50K

About Riviera Travel:

Riviera Travel is a private equity owned cruise and escorted tour holiday specialist, operating in the UK, Europe and across the world. The company is based in Burton-on-Trent, Staffordshire. Its holidays are aimed at over-55s who want to continue to travel and explore the world with confidence. Riviera Travel is the UK’s leading River Cruise specialist. The company has been operating since 1984 and is a Which? recommended provider. 

Riviera is undertaking a significant expansion in North America, the largest river cruise market globally. This expansion requires Riviera to upgrade its digital estate to make it suitable for the North American market.  

Role purpose:

Riviera have a fantastic opportunity for a highly skilled and motivated North America Website Manager to make a significant impact on the digital performance of a newly created digital platform, that needs to meet the requirements of a new source market and deliver incremental sales online.

The primary objective of this role is to ensure the website is optimised and managed to improve leads and sales conversion, supporting North American marketing channels and maximising revenue and profitability across new and existing customers. Collaborating with key stakeholders and co-ordinating e-commerce marketing plans working closely with the Digital & E-Commerce Team to follow best practice guidelines to deliver business requirements and digital effectiveness.

Key Responsibilities:

• Lead the e-commerce marketing strategy and plan for the North America website, to optimise leads, sales and revenue supporting both new customer acquisition and customer retention targets across trade and direct channels.
• Deliver fresh, engaging content and update existing content which adheres to brand and content guidelines and is optimized to SEO best practice. Understand shared PLPs and identify nuances with the US market to adapt content accordingly.
• Support the delivery of product launches on the US website, working closely with the current Content Writers and Content Manager, Product, Brand and Channel Teams to create copy and select imagery which showcases our products to the US market, to ensure consistency across the markets and product portfolio.
• Develop an e-commerce trading calendar to meet seasonal trends and booking targets. Working with respective teams to develop key landing pages, campaign promotions, product recommendations, merchandising techniques and personalisation to improve customer journey and funnel metrics.
• Lead on key financial reporting and provide updates on core actions being taken across the site on a weekly, monthly, and quarterly basis. Work with the Digital and Analytics team to build the North America suite of dashboards across web, customer and booking data to provide regular trading insights, review key performance metrics, analyse trends and deliver action plans to improve overall e-commerce effectiveness.
• Identify any key painpoints within the customer journey alongside opportunities to test improvements through CRO and website development, working closely with the Product Owner to schedule these into the roadmap.
• Keep up to date of industry trends, best practices, and emerging technologies in e-commerce to drive innovation and maintain a competitive edge. 

Skills, Experience & Competencies:

• Management experience in e-commerce trading and merchandising with a proven track record of delivering growth.
• Strong understanding of digital marketing principles and best practices.
• Strong written English, with an understanding of correct spelling and grammar, and excellent attention to detail.
• Knowledge of the US Market preferable.
• Proficiency in web analytics tools such as Google Analytics or similar platforms.
• Excellent analytical skills and the ability to interpret data to inform decision-making and strategy.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Comfortable working in a fast-paced environment and adapting quickly to changing tactical priorities.
• Strong understanding and ideally experience in all digital channels including email marketing, Paid media advertising, SEO, and social media marketing.
• Experience in the travel industry would be advantageous and is desirable.

Department: Contact Centre

Reports to: Customer Service Manager

Role purpose:

The purpose of this role is to predominantly answer incoming calls to ensure all customer requirements are met following a successful booking and to deal with any queries that arise in a timely and effective manner, managing our customers expectations and providing the best service in line with company expectations. Ensuring administration duties associated with the customers 
holiday arrangements are met and any requests are actioned promptly and efficiently.

Key Responsibilities:

• Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels.
• Assist with Travel document process liaising with the relevant departments to ensure all the elements of the holiday are brought together and customers have the correct documents for their holiday.
• Admin duties – room and flight requests understanding the customers needs and liaising with the hotel/product & transport departments to ensure we can meet the customers requirements and they have any relevant additional costs.
• Action cancellations in line with company process ensuring all elements of the holiday is cancelled and the customer has a correct cancellation invoice.
• Dealing with travel concierge requests which include pre/post night stays, rail tickets andUK transfers.
• Handling late booking requests (when the package is locked) including approaching the relevant departments and liaise with suppliers to ensure we can secure the holiday.
• Assist with Customer Relations issues and call outs in particular any changes to customers holiday arrangements ensuring they have all the correct revised information.
• Ad-hoc queries and requests from within the Customer Service team and other teams within the Contact Centre

Skills, Experience & Competencies:

• Previous experience within a Customer Service environment
• Ability to work in a fast paced environment with the ability to prioritise own workload
• Excellent communicator both verbal and written with good attention to detail
• A good team player whilst able to work on own initiative
• Problem solving abilities with a pro-active approach and a positive attitude
• Good IT skills