Owner Experience Manager
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🌞 We’re Hiring: Owner Experience Manager | Menai Holiday Cottages (North Wales) 🌞
- 📍 Bangor, Gwynedd
- 💰 Up to £45,000 per annum
- ⏱️ 37.5 hours per week | Mon–Fri (occasional Saturdays)
- 🧑 💼 Reports to: Senior Manager – Owner Success (Brands)
We’re looking for a passionate Owner Experience Manager to join the Menai Holiday Cottages team and help shape exceptional experiences for our owners, guests, and premium accounts across North Wales.
As part of one of the region’s leading holiday letting agencies, you’ll lead a high-performing team, drive service excellence, and strengthen owner relationships—ensuring every interaction reflects the quality and care we’re known for.
What you’ll be doing:
- Leading a regional team to deliver outstanding owner and guest experiences
- Overseeing performance across communication channels (calls, emails, messaging, case handling)
- Driving KPIs including NPS, retention, quality, compliance, and financial performance
- Coaching, developing, and motivating your team to achieve high performance
- Managing recruitment, workforce planning, and training
- Using data and insights to improve processes and outcomes
- Building strong local partnerships to support growth
- Managing budgets and supporting operational governance, risk, and H&S standards
- Handling escalations and supporting quality assurance
- Deputising for senior leadership when required
What we’re looking for:
- Proven leadership experience in a customer-focused environment
- Strong people management and coaching skills
- Confident communicator (written and verbal)
- Ability to interpret data and drive performance improvements
- Strong organisational and commercial awareness
- Experience working in fast-paced environments with multiple priorities
Bonus if you have:
- Experience in hospitality, travel, tourism, or holiday lettings
- Background in contact centres or premium customer service
- Stakeholder or account management experience
- Experience with high-value or luxury client service
Why join us?
- Annual bonus scheme
- 33 days holiday + options to buy more
- Your birthday off 🎂
- Enhanced parental leave
- Discounted stays & lifestyle perks
- Health cash plan + 24/7 wellbeing support
- Career development opportunities
- And more!
👉 Interested? Apply now and help us create exceptional holiday experiences across North Wales.