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Head of Customer Experience

3 months ago

Remote, United Kingdom We Do Play Full time
We Do Play _own & operate experiential leisure & hospitality brands across the globe._

Job Overview - Reporting into the National Operations manager, you will support the group portfolio of 3rd Party Customer experience nationally across multiple brands, leading & inspiring them to forge an environment where we "_
Create Unforgettable Experiences, One Guest at a Time_". You will be accountable for guest experience & driving sales, whilst ensuring all sites operate to the highest standards and delivering the Wow factor to every customer. As a business, we take great pride in
relentlessly pursuing perfection.

Key Measure of Success

  • Achieving the company's Key Performance Indicators, including revenue targets, visitor numbers, guest feedback scores, loyalty and customer retention and ultimately driving the EBITDA of the business.

Duties and Responsibilities

  • Create a service culture across the estate by always putting guests first and making guest experience part of everything we do.
  • Ensure consistently high operating standards and the delivery of an exceptional guest experience in each F&B operation.
  • Ensure a consistently high standard is maintained throughout the operation
  • Menu availability, product presentation and guest satisfaction is at the forefront of what you do.
  • Development of the team to enable them to deliver customer service that is above & beyond guest expectations, with "wow" moments & theatrics.
  • Continuous improvement & development of operational procedures.
  • Develop and implement strategies to ensure that our customers have a seamless and enjoyable experience from the moment they arrive to the moment they leave.
  • Build and manage a team of customer experience professionals, providing coaching and support to help them deliver exceptional service to our guests.
  • Develop and implement a customer feedback program, ensuring that all feedback is reviewed, and that any necessary improvements are made.
  • Work closely with other teams, including Operations, Marketing, and Sales, to ensure that our customer experience is aligned with our overall business goals.
  • Monitor customer service metrics, including response time, satisfaction rates, and customer retention, and implement initiatives to continuously improve our performance.
  • Create and maintain a customer journey map, identifying key touchpoints where improvements can be made.
  • Identify opportunities for revenue growth through enhanced customer experience offerings, such as loyalty programs and special packages.
  • Ensure all food and beverages are prepared and served to the highest standards of quality and presentation
  • Reporting on group performance, inclusive of sales data, upselling, customer feedback
  • Ensuring all F&B teams achieve upsell targets as set by the business.
  • Development of special programmes e.g. Mystery Shop, Feedback, Upselling, Management Development etc.
  • Continued development of backend infrastructure via Jolt, Google Drive & any other relevant software
  • Understand the bigger picture and relevant commercial requirements, assisting on special projects wherever necessary
  • High Level control of operational expenses, ensuring the commercial potential of each site is maximised
  • Creating a highperformance culture by leading, motivating and developing the operational team to enable delivery of commercial goals
  • Use and understand all available data to make commercially beneficial decisions
  • Analyse performance, giving appropriate and prompt feedback both positive and negative, ensuring this feedback is always constructive with relevant due dates
  • Measure & review high level performance, compiling reports and commentary
  • Recognise the things that add value to the business & ensure these best practices are spread across the network.
  • Liaising with the various internal heads of departments, working together to drive forward the F&B operation of each brand/business
  • Stay uptodate on industry trends and innovations to identify opportunities for improvement and growth
  • Lead from the front

Deployment

  • Remote based role, with site visits to be determined on a need's basis.
  • At least two peak day site visit per month.
  • Visit sites monthly, with clear purpose and objectives to each visit and review of previous visits actions
  • On site/off site meetings with other members of the central team when needed
  • Working collaboratively with the other senior members of the central management team
  • As with many roles, you will be required from time to time to work above and beyond your contracted hours owing to the demand of the business, our guests and team members

Experience/Skills/Personality Traits

  • Minimum of 5 years of experience in customer experience management in the hospitality industry.
  • Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers, colleagues, and partners.
  • Demonstrated abili