Director of Customer Experience and Product Strategy

4 weeks ago


London, Greater London, United Kingdom Places Leisure Full time

We are Places Leisure, a social enterprise that believes in creating active places and healthy people for communities to thrive. Our mission is to be the UK's leading physical activity and wellbeing social enterprise.

We're looking for a Director of Customer Experience and Product Strategy to drive the development and implementation of a comprehensive commercial customer experience strategy that aligns with our brand values and objectives.

In this role, you'll collaborate with our Customer Experience/Research & Insights team to ensure customer promises are effectively delivered across the business. You'll develop innovative leisure products that captivate, while enhancing food & beverage and retail operations to maximize customer delight and revenue.

You'll also forge dynamic partnerships to energize community engagement and elevate our brand. Your insights will transform the customer journey into a seamless adventure, as you collaborate with teams to enhance every touchpoint.

Key responsibilities include:

  • Developing and implementing long-term customer experience strategies that align with business objectives
  • Driving the development and implementation of innovative leisure products
  • Enhancing food & beverage and retail operations to maximize customer delight and revenue
  • Forging dynamic partnerships to energize community engagement and elevate our brand
  • Transforming the customer journey into a seamless adventure

We're looking for someone with comprehensive experience in creating and delivering an end-to-end customer journey in a retail or hospitality environment. You should have the skills to develop and implement long-term customer experience strategies that align with business objectives.

You'll be a proven leader, inspiring cross-functional teams to achieve ambitious customer experience goals while always putting the customer at the centre of your decision-making.

We offer a comprehensive benefits package, including full Health & Fitness membership, car allowance, flexible working, and up to 15% annual bonus.



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