Experience Support Manager - Hemel Hempstead, Hertfordshire

Experience Support Manager
Hybrid / Full-time
12 Month FTC
Competitive Annual salary + Annual Bonus + Car Allowance
Hemel Hempstead, HP2 4YL

Bourne Group are recruiting for an Experience Support Manager for a 12 Month FTC, to work closely with the Head of Experience to support our parks, in particular the experience team, to deliver a seamless end to end guest and owner experience, applying the principles of Simple, better, lower cost (SBLC).

Being guest and owner obsessed the Experience Support Manager will support park HOE's to deliver brand standards defined by the executive and operating board, ensuring consistency across the estate and delighting our guests through improved NPS and advocacy. This role spends its time 80% implementing and 20% planning. 

Your opportunity:

- Work closely with the insight, guest, and owner relations team, identify by park, focus areas of improvement to continuously drive NPS and advocacy, and translates this into an improvement plan.
- Plan and implement efficient training and coaching modules in conjunction with the central support team and parks, that give parks the tools to positively drive their experience scores and ensure consistency across the estate.
- Support the park teams in achieving the capability to execute the team, guest, and Owner operating model, delivering Balance Scorecard KPIs
- Support the People partner and on park experience team succession planning in an advisory capacity, by utilising talent matrix scoring to identify team member development and gaps in skill base
- Measure output via insight and KPI results for continuous operational improvement
- Work closely with central experience team to share best practice and ways of working to enable continuous delivery of SBLC
- Support facilitation of round table listening groups between parks to encourage collaboration, sharing best practice and continuous improvement
- Support communication team with weekly bulletin compilation and coordination and acts as a conduit between central and parks with general experience communication
- Achieve guest NPS target
- Achieve Owner advocacy targets
- Grow team engagement
- Improve team retention
- Optimise wage / cost per Owner and holidaymaker though SBLC initiatives
- Optimise the guest and owner journey, where possible through digital innovation
- Grow Owner VFM Qualtrics
- Grow Owner 'feel listened to' Qualtrics
- Project Management

To be successful you will:

- Have experience of working within a customer facing or operational role that was responsible for delivering a world class customer experience
- Experience in the planning and facilitation of training and coaching
- Able to Influence stakeholders on all operational levels
- Have good analytical skills to identify operational improvement opportunities
- Have the ability to influence stakeholders and build strong relationships on all levels
- Have excellent communication and presentation skills
- Have experience in a guest experience focused role ideally within the leisure industry
- Have a clean driving license with the flexibility to travel nationally with regular overnights away from home and visits to our head office.
- Have your own car/transport
- Be Customer obsessed, always striving to improve experience
- Lead by example, through coaching and supporting
- Promote a culture of inclusivity and belonging

Desirable skills:

- Working in a customer facing environment
- Knowledge of operating models
- Ability to work on own initiative
- Qualification in business management, in particular in leisure or tourism
- Empathetic customer mindset
- High degree of emotional intelligence

Who are we?
As the UK's leading holiday operator, a career at Bourne Group can offer more than just a job. Part of the award-winning Bourne Leisure family, we have plenty of exciting opportunities for development, over 9,000 fantastic team members and 38 beautiful seaside locations and our HQ based in Hemel Hempstead. From Scotland to Cornwall, Norfolk to Wales, our parks are dotted along some of the most breath-taking parts of the great British coastline, providing memories that last a lifetime for guests, owners, and team. We're passionate about what we do, and we have a great time doing it, all of which is reflected in our Breath of Fresh Air culture. We welcome all new talent with open arms and support your journey with us in any way we can.

What's it like to work with us?
Ultimately, it's our people and teams that make us an employer of choice. 
At Bourne, we care about you as an individual- whether you are office based, home based or a mixture of the two, we are open and transparent in our approach and welcome the same approach in return. We are a place where talent thrives and gives you the autonomy to be the master of your own path. We are supportive and collaborative, giving you the opportunity to learn, ask questions and work with different people throughout the business. We are one great team, and we celebrate successes as an individual and as a collective with our teams.

What we can offer:

- Competitive pay & bonus opportunity

- 20% staff discount for all of your family & friends in Haven & Warner Hotels breaks.
- Fully funded qualification development opportunities from Level 2 to Masters Degree
- Fantastic discounts on purchases from most major retailors via our app
- Access to the Employee Assistance Programme including support for your wellbeing and free access to advice and expertise on financial and legal matters etc
- Opportunity to purchase extra holiday
- Instant Recognition schemes with great rewards
- Long Service awards
- Opportunity to earn up to 500 or more when you refer a friend to join our great team

If this sounds like the right opportunity for you, go ahead and apply!

If you require additional support with the application process, please contact the resourcing team at resourcing@bourne-leisure.co.uk

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