Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Zoë Francis

Beckenham,Kent

Summary

Accomplished professional with expertise in global team leadership and tour operations, adept at managing logistics and supplier relationships. Proven track record in training and development, crisis management, and recruitment processes. Committed to driving organisational success through strategic planning and effective onboarding practices.

Overview

6
6
years of professional experience
1
1
Certification

Work history

Key Account Manager

Flash Pack
Remote, United Kingdom
11.2024 - Current
  • Manage performance of 14 international DMC partners to ensure consistent delivery of high-quality, experience-led group adventures.
  • Lead onboarding, training, and relationship management to align partners with brand standards and operational goals.
  • Drive continuous improvement through performance reviews, feedback loops, and data-driven insights.
  • Collaborate cross-functionally to resolve issues, enhance trip quality, and implement product updates.
  • Monitor key KPIs including trip NPS, guide performance, and service delivery metrics to optimise partner performance.

Senior Operations Manager / Operations Manager

Flash Pack
Remote, United Kingdom
06.2023 - 11.2024
  • Led and developed a team of junior operations managers and an administrative support team, overseeing the successful delivery of 60+ global trips.
  • Recruited, trained, and coached team members, driving performance and fostering professional growth.
  • Used NPS insights to identify areas for improvement and partnered with the team to enhance customer experience across itineraries.
  • Negotiated supplier contracts and secured favourable commercial terms, supporting profitability and scalability.
  • Collaborated cross-functionally, including with tech teams, to develop internal tools that streamlined DMC communication and operational workflows.

Groups Programme Director

GVI
Remote
09.2022 - 07.2023
  • Led a global team of Group Programme Managers across eight international locations, overseeing the design and delivery of impactful school and university group experiences.
  • Spearheaded the post-COVID operational rebuild of the Groups Programme, including large-scale recruitment for global field roles.
  • Collaborated with local partners to co-create meaningful, culturally relevant itineraries aligned with academic and ethical goals.
  • Managed multi-location budgets, ensuring cost control while maintaining high program quality and safety standards.
  • Provided strategic and operational leadership to ensure consistent, high-quality delivery across regions.

Operations Manager

GVI
Remote
01.2021 - 09.2022
  • Led post-COVID operational initiatives, laying the groundwork for GVI’s Global Groups Programme across multiple international locations.
  • Designed and launched a range of impactful university-focused programmes, aligning delivery with educational goals and the UN Sustainable Development Goals (SDGs).
  • Collaborated cross-functionally and with local partners to ensure programmes met both logistical requirements and ethical, community-led standards.
  • Played a key role in rebuilding programme infrastructure, balancing operational feasibility with long-term strategic impact

Assistant Program Manager

GVI
Fiji
01.2020 - 12.2020
  • Managed a local team and international volunteers to deliver community-led initiatives aligned with the UN Sustainable Development Goals.
  • Oversaw daily programme operations, budget management, and logistics in a remote setting.
  • Played a key role in crisis and risk management, including leading cyclone evacuation procedures and ensuring staff and volunteer safety.
  • Built strong relationships with local partners to ensure programmes were culturally sensitive, impactful, and sustainably delivered.

Education

Bachelor of Arts - International Studies

The Open University
United Kingdom
09.2019 -

Skills

  • Global team leadership
  • Tour operations and logistics
  • Training and development
  • Crisis management
  • Supplier management
  • Recruitment and onboarding

Certification

Further Coach - Leader Programme

Coachable

Timeline

Key Account Manager

Flash Pack
11.2024 - Current

Senior Operations Manager / Operations Manager

Flash Pack
06.2023 - 11.2024

Groups Programme Director

GVI
09.2022 - 07.2023

Operations Manager

GVI
01.2021 - 09.2022

Assistant Program Manager

GVI
01.2020 - 12.2020

Bachelor of Arts - International Studies

The Open University
09.2019 -

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Zoë Francis