Change Manager

Full Time
Project Management Office

We are looking for a passionate and dynamic Change Manager to join our team in London, UK. In this role, you will own adoption and resistance management across our transformation programme, ensuring new technologies and ways of working are fully embraced and deliver real business value. Working with teams across the organisation, you will apply a consistent change approach while tailoring tactics to different audiences to drive lasting adoption.

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About the Team

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

Your responsibilities

What will I be doing?

Develop and own the change management approach for the transformation programme
Create a repeatable change management framework that can be applied consistently across all initiatives
For each initiative, assess change impact: who is affected, how significantly, what they need to do differently
Develop initiative-specific change plans covering stakeholder engagement, communications, training, and adoption
Ensure change management is embedded in project delivery, not bolted on at the end
Partner with Project Managers to integrate change activities into project plans and timelines
Define adoption metrics for each initiative – what does "success" look like beyond go-live?
Projects are only considered complete when adoption targets are achieved – go-live is not success
Design adoption tactics tailored to each initiative, audience, and business unit
Implement dashboards to track adoption in real-time across all initiatives
Identify lagging teams early and intervene before problems become entrenched
Report adoption progress to Steering Committee and escalate where adoption stalls
Build and manage a network of change champions across business units and geographies (UK, Nordics)
Recruit "Power Users" for each initiative – early adopters who test solutions, provide feedback, and train peers
Work with MDs to designate senior leaders as transformation sponsors with visible advocacy roles
Enable champions with tools, talking points, and support to drive adoption in their teams
Create feedback loops so frontline insights reach the programme team and inform solution design
Recognise and celebrate champion contributions
Proactively identify resistance across all initiatives – understand why people don't want to change
Distinguish between legitimate concerns (bad process, missing training, genuine issues) and reluctance to change
Address legitimate concerns by feeding back to project teams for resolution
Work with managers to address resistance constructively – coaching, support, and where necessary, accountability
Support difficult conversations when enforcement is required
Navigate the political dynamics of change across business units with different cultures and histories
Conduct training needs analysis for each initiative – what skills do people need to succeed?
Design role-based training curriculum – different users need different training depths
Coordinate training delivery across modalities: classroom, e-learning, videos, quick reference guides, on-the-job coaching
Ensure training happens at the right time – not too early (forgotten), not too late (panic)
Measure training effectiveness – can people actually perform the new tasks?
Support ongoing capability building and reinforcement, not just go-live training
Develop and execute communications strategy for the transformation programme
Create consistent narrative across all initiatives – why we're changing, what's in it for employees, what's expected
Position technology change as "exchange of value" – new tools eliminate tedious manual work in exchange for adoption and learning
Tailor messages by audience – executives, managers, frontline staff, different business units
Capture and share success stories – make early wins visible to build momentum
Manage communications across multiple channels (email, Teams, town halls, team meetings, intranet)
Coordinate with HR and Internal Communications on sensitive messaging (especially where headcount changes are involved)
Ensure executives visibly sponsor and advocate for change, not just govern from steering committees
Brief executives on their role in driving adoption – what they need to say and do
Prepare talking points and materials for executive communications
Support CFO (Business Sponsor) in holding MDs accountable for adoption in their units
Escalate when executive air cover is needed to overcome blockers or resistance

Your profile

What skills do I need?

4+ years change management experience in business transformation or technology programmes
Proven track record of driving adoption of enterprise systems (CRM, ERP, finance systems, or similar)
Experience with change management methodology (Prosci ADKAR, Kotter, or similar)
Training design and delivery experience – can create and run effective training programmes
Strong influencing skills – can persuade without authority and navigate organisational politics
Data-driven approach – tracks adoption metrics, identifies patterns, intervenes based on evidence
Comfortable with both encouragement and accountability – can have difficult conversations when needed
Excellent communication skills – written, verbal, and presentation
Experience working across multiple business units, teams, or geographies
Ability to manage multiple initiatives simultaneously with different stakeholders and timelines
Travel or hospitality industry experience
Prosci certification or equivalent change management qualification
Experience with CRM, finance automation, or BI/analytics platform adoption programmes
Experience with transformation programmes involving headcount changes or role redesign
Experience supporting M&A integration and organisational change
Experience building and managing champion/ambassador networks at scale
Internal communications or employee engagement background
Multi-country change management experience (UK and European markets)