Kuoni reasserts trade support after launch of home-based team

Kuoni said its commitment to travel agency sales remains “as strong as ever” as it unveiled a network of home-based sales staff, overseen by head of trade partnerships Sarah Weetman in an expanded role.

 

Nine home-based, consumer-facing personal travel managers (PTMs) have been recruited, eight of them coming from Kuoni shops in John Lewis stores. They can sell third-party product from partner operators as well as Kuoni holidays.

 

The operator started a consultation with staff in May after confirming plans to close its nine concessions and one pop-up outlet.

 

In a statement, Kuoni said: “We are nearing the end of the consultation process but we have no further updates to share at this time.

 

“Our focus remains on executing our long-term growth strategy through creating exceptional holidays around the world and delivering outstanding customer care from beginning to end.”

 

More: Kuoni to end John Lewis partnership amid ‘strategic review’ of business

 

The Dertour UK-owned brand said the PTMs are part of its “wider transformation strategy” as Kuoni seeks to strengthen its “omni-channel sales approach”.

 

It said the PTMs complement its existing retail network, trade and online business, as customer buying habits change, with “travellers increasingly seeking more choice, convenience and flexibility”.

 

The launch of the PTM network follows a year-long pilot programme and sees Weetman take on expanded responsibilities as head of retail, PTMs and trade, reporting to sales and marketing director Caroline Child.

 

Alongside her existing responsibility for travel trade partnerships, Weetman will lead the integration of the PTM channel into the wider sales operation and will also assume responsibility for the retail division early next year.

 

Weetman said: “Customers increasingly want the flexibility to interact with us in different ways depending on where they are in their holiday planning journey.

 

“Our goal is to ensure we can meet those needs by offering a range of ways for customers to access Kuoni’s expertise and service.

 

“The introduction of personal travel managers is a natural extension of that approach.

 

“Our commitment to our other sales channels, including the travel trade, remains as strong as ever and travel agents continue to play a hugely important role for our business.”

She added: “We will continue to invest in our trade partnerships, dedicated trade sales support and account management teams, while also evolving our customer proposition to reflect how people want to engage with us today.”

 

On the Kuoni website, PTMs are described as “a bit like having a travel-savvy friend…someone who gets to know you, remembers what you like and helps shape holidays around you”.

 

“From the first conversation to the day you return home, they’ll be your dedicated point of contact,” added the website.

 

“Available by phone, email and WhatsApp, they’ll help with the planning, answer any questions and be on hand whenever you need them.”

 

The PTMs are Jack Lewis, Denise Gadsby, Richard Harris, Stacey Warley, Jack Pike, Lauren Abbott, Marie Weatherstone, Gemma Dick and Milli Rawlings Robins.