Owner Engagement Manager

Owner Engagement Manager
Job Type –
Permanent, Hybrid

Location –
Central Support, Hemel Hempstead – with some travel to our amazing parks

What We Need, In a Nutshell
Away Resorts ambition is to be recognised as the leading holiday home ownership and Guest Experience provider by creating a strong community spirit, delivering outstanding service levels, offering an effortless letting programme, and fostering strong digital interactivity.

Who are we?
We are a dynamic and growing company, shaking up the Great British holiday. With 27 amazing UK resorts, we pull out all the stops and add the bells and whistles to give our guests the holiday of a lifetime.

What You'll Be Doing
Supporting the North and Isle of Wight parks' delivery of a world-class Holiday Home Ownership and guest experience to drive owner and guest engagement.

You'll take a proactive approach to engagement — anticipating needs, closing feedback loops, and identifying opportunities to improve NPS (Net Promoter Score) through communication, responsiveness, and relationship-building.

Key Responsibilities
If you can match the skills, experience and qualities listed below, we'd love to hear from you:

• Implement processes and procedures to ensure that all owner feedback is responded to in a timely manner, with the correct tone.
• Proactively engage with owners to drive satisfaction and loyalty, resulting in measurable improvements to NPS scores and owner referrals
• Investigate and resolve complaints by phone or email; clarify the issue, determine the cause of the problem, and decide on and communicate the best solution to solve the problem.
• Implement and monitor operational processes to ensure sublet growth and an increase in margin for owner repairs, focusing on efficiency and profitability.
• Support park teams in identifying and onboarding new sublet owners while tracking and analysing performance data to inform improvement plans.
• Produce meaningful reports detailing recurring issues, complaint themes, and opportunities for service recovery or process enhancement.
• Collaborate with Finance and Parks to manage debt monitoring and reduction, ensuring timely payments and accurate account management
• Support the team with regular training and guidance to ensure consistent delivery of the Away Resorts owner experience
• Establish and manage follow-up processes for owner responses and feedback
• Own the data for sublets before merging into monthly statements (12 total per year)
• Track feedback and trends around subletting to drive year-on-year improvements.

Skills, Experience And Qualities You'll Need

• Previous customer service experience (high volume of customers)
• 3 years of operational experience
• Previous experience in Owner's service management Administration/Event Planning/Co-ordinator role
• Ability to organise your own time and workload
• Excellent communication skills
• Ability to deal with complaints and offer solutions
• Amazing attention to detail
• Highly organised and a self-starter
• Ability to adapt communication styles and behaviours.

It's the icing on the cake, if you have worked in a similar role on a holiday park and have coaching and mentoring experience.

What We Can Offer You
This is a chance to use and stretch your skills set and build your career in one of the fastest growing and most exciting holiday companies in the UK. Additional benefits include:

• Bonus Scheme
• Enhanced Family Benefit
• Employee Discount Scheme - Perkbox
• Life Insurance
• Discounts on Away Resorts Holidays
• On Park Discounts
• Awards and Recognition

Our Promise to You
Holiday Heroes come with all sorts of different super-powers, and we welcome them all

We embrace diversity, inclusion, and equal opportunities. From our investors to our teams, we love that everyone comes from different backgrounds, allowing us to grow and inspire each other. We'll never accept any form of discrimination, and we'll forever strive not just for our product to be unique but our people too. After all, wouldn't it be boring if we were all the same? In short, we want you to bring your whole self to work