Customer Experience Manager

Job Description – Customer Experience Manager

About Maguires Country Parks

Maguires Country Parks is a family-owned collection of award-winning, five-star holiday and residential parks set in some of the most beautiful and tranquil locations across the Northeast of England and North Yorkshire. Each park combines countryside charm with modern luxury, offering a peaceful retreat for holiday homeowners, touring guests, and residential communities alike.

Renowned for immaculate presentation, friendly service, and an unwavering commitment to quality, Maguires Country Parks takes pride in delivering a consistently high standard of customer experience. The business is built on the values of
reliability, ambition, and togetherness
, which underpin its reputation as one of the UK's leading park operators. In 2025, Maguires was recognised as one of the
Top 8 Family Businesses
at the British Business Awards.

With a growing portfolio of
twelve parks
, Maguires continues to invest in facilities, landscaping, technology, and customer engagement to ensure every owner and guest enjoys a truly five-star experience in a relaxed and scenic environment.

Role Overview

The
Customer Experience Manager
will work across all twelve parks, supporting operational teams to deliver a consistent, first-class experience for every customer. This role plays a key part in ensuring that Maguires continues to exceed expectations by maintaining and improving standards, driving service excellence, and embedding a strong customer-first culture across the group.

Key Priorities

1. Deliver and maintain a five-star customer experience
   across all Maguires Country Parks.
2. Support and develop frontline teams
   through effective training, coaching, and feedback to continually raise service standards.
3. Drive continuous improvement
   by reviewing and updating customer-facing processes, documents, and procedures.
4. Gather, analyse, and act on customer feedback and management information
   to identify trends, inform decision-making, and shape business priorities.

Key Responsibilities

• Lead the ongoing improvement of the customer journey, ensuring high standards of service are consistent across all parks and touchpoints.
• Collaborate with Park Managers to ensure customer service standards are met and exceeded within every operational function.
• Gather, collate, and analyse customer feedback from all parks and hospitality venues, using insights to reinforce effective processes or drive change.
• Support Park Managers with complaint handling and resolution, coaching them to build confidence and capability in managing customer concerns.
• Assist with complex or escalated matters such as insurance and warranty claims, recognising their impact on customer satisfaction.
• Ensure compliance with
  BH&HPA (British Holiday & Home Parks Association)
  standards and obligations, positioning Maguires as an ethical and professional industry leader.
• Become a
  BH&HPA expert
  , using model documents and resources to strengthen park operations.
• Produce clear, engaging communications for owners and guests, including newsletters, updates, and promotional materials to drive engagement and revenue.
• Maximise the functionality of the
  Elite CRM system
  , becoming a super-user through exploration, learning, and training others.
• Support the wider leadership team by sharing insights, feedback, and recommendations to improve the customer experience and strengthen the brand reputation.

Essential Skills and Experience

• Proven experience in customer service or relationship management.
• Exceptional written and verbal communication skills.
• Strong stakeholder management and relationship-building abilities across multiple sites.
• Excellent copywriting and content creation skills.
• Creative flair and confidence using design platforms such as
  Canva
  .
• Understanding of marketing principles and customer engagement.
• Analytical mindset, with the ability to interpret data and identify trends.
• A self-starter with strong organisational skills and the ability to work independently.

Desirable Skills and Qualifications

• Experience within the holiday park or holiday home industry.
• Marketing or copywriting qualifications or relevant experience.
• Experience of coaching and developing teams.
• Customer service leadership or management background.
• Qualification equivalent to
  Level 6 (degree level)
  .

Proposed Package and Working Arrangements

• 4 or 5 days per week.
• Salary:
  Up to
  £40,000
  (pro rata if 4 days).
• Holiday allowance:
  30 days
  including statutory bank holidays (pro rata if 4 days).
• Base:
  Flexible – Darlington or one of the Northumberland parks, with regular travel across the group as required.