Senior Guest Experience Centre Manager

Something Extraordinary Every Day™

As our Senior Guest Experience Centre Manager, you will lead and oversee the Guest Experience Centre and its team, ensuring the delivery of exceptional guest experiences through strategic management and operational excellence.

This role requires you to work on site full time in Bicester Village.

About the role

• Lead and manage the Guest Experience Centre team, ensuring they serve as the primary support hub for all guest communications whilst delivering exceptional service through efficient handling of enquiries, feedback, bookings, and issues.
• Continuously improve communication processes within the team to enhance guest satisfaction and operational efficiency, driving innovation in guest interactions.
• Regularly monitor, track and report on the department's performance and guest feedback, providing valuable insights to optimize communication strategies, processes, guest satisfaction, and team performance.
• Drive the executive of guest service initiatives whilst upholding the highest standards of hospitality, ensuring a positive guest experience across all touchpoints.

Role requirements

• Proven experience in a management role within the retail, luxury, or hospitality sectors.
• Strong leadership skills with the ability to inspire and develop a team.
• A passion for delivering exceptional guest experiences with demonstrated success in exceeding guest expectations.
• Outstanding communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Analytical skills to interpret data and trends.
• Knowledge of performance evaluation and customer service metrics.

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 12 Villages in Europe, China and USA as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

What we do for you

The key to our success is the quality and commitment of our people. In return for your dedication and hard work, you’ll receive a generous salary and along with a competitive benefits package including 25 days annual leave, along with extra leave on your birthday and if you are getting married or moving, you will receive discounts throughout our villages, a very generous employee referral bonus, access to private medical and dental cover, along with many more benefits!

Come and live your story with us

The key to our success is the quality and commitment of our people. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen. We have huge ambition for what we can achieve together and we want to have fun!