Head of Experience

Role Purpose
To lead, develop and continuously improve the Team, Guest and Owner experience, ensuring every visitor to the park have a great time with memories that last a lifetime. Listening to and seeking feedback, will engage and influence park and central teams to develop and deliver experience improvement plans.

Key Responsibilities
Through the team, delivers a first–class experience to all Owners and Guests, ensuring all feedback and complaints are addressed and resolved.
Monitors advocacy and NPS reports, creates action plans to address opportunities and areas requiring improvement. Listens to and actions guest, owner and team feedback from all channels, actively seeking it from audiences not usually represented.
Supports all park leadership teams in understanding the drivers of team and guest advocacy measures, and engages and influences the GM and other HOD's to put in place action plans to address shortfalls or opportunities in customer experience
Builds and maintains effective relationships with Owners, ensuring the Experience Team take ownership for the resolution of issues and subsequent communication.
Creates a 2–way flow of communication between the Park and the Hemel functional support teams, developing strong relationships with wider stakeholder groups.
Develops and maintains a strong talent pipeline and succession plan for own department.
Acts as the subject matter expert in own field. Manages complex data and information to influence decision making across park departments and central functions.

Expertise
• Strong management and leadership skills to lead broad teams
• Confident decision maker
• Can exercise sound judgement and manage conflicting priorities when under pressure
• Have had previous responsibility for working with financial budgets
• Has previously managed a profit centre with both revenue and expenses

The benefits of working with us :
Join us for the summer, with the potential to become permanent at the end of the year, we also have many permanent roles on offer too.
Competitive rates of pay
Accommodation available in many of our parks if you don't live locally
50% off food in our restaurants and take away every shift you work
Regular team incentives with great rewards
Opportunity to earn an attractive bonus when you refer a friend to join our great team
Holidays Discounts of 20% for all of your family & friends in Haven, Butlins & Warner Hotels
20% off in our shops and venues
Free use of Pool, Gyms and many other Leisure facilities
Funded qualification development opportunities from Level 2 to Masters Degrees for permanent team members
Access to the Employee Assistance Programme including support for your wellbeing and free access to advice and expertise on financial and legal matters etc
Fantastic discounts when making purchases from most major retailors and hundreds of discounts on everyday purchases
Team Member of the Month Awards
Instant Recognition schemes with great rewards through our busiest times
Long Service awards for permanent team members

Safeguarding is one of our business priorities. Our teams are committed to providing a safe and secure environment and promoting the welfare of children and young or vulnerable adults.