Director of Customer Experience & Product Strategy

We are Places for People Group, we're a social enterprise that believes it's people that make a community. That's why we build homes and deliver services for everyone in the community to thrive. At Places Leisure we are changing lives by creating active places and healthy people for communities to thrive, and we want to be the UK's leading physical activity and wellbeing social enterprise.

We aren't your typical company. We apply the same philosophy to our People as we do to our communities, ensuring our team is appreciated and supported. At Places for People, you're more than just a number - you're part of our cause.

 So, what are you waiting for? Join a community that cares about you! 

More about the team

You will be joining a Senior Leadership team which is made up of specialists from the leisure, hospitality and retail sectors and we are passionate about doing the right thing. We know that our 7,500 Colleagues are the key to our success and it is our role to inspire and support them so that they can look after our Customers.

More about your role 

In your new role as our Director of Customer Experience and Product Strategy, you'll drive the development and implementation of a comprehensive commercial customer experience strategy that aligns with Places Leisure's brand values and objectives. You'll collaborate with the Customer Experience/Research & Insights team to ensure customer promises are effectively delivered across the business.

You'll develop innovative leisure products that captivate, while enhancing food & beverage and retail operations to maximize customer delight and revenue. By forging dynamic partnerships, you'll energize community engagement and elevate our brand.

Your insights will transform the customer journey into a seamless adventure, as you collaborate with teams to enhance every touchpoint. You'll monitor key performance metrics, share wins with leadership, and work with marketing to achieve ambitious revenue targets. You will have been successful in inputting into and optimising the digital roadmap to make the customer journey effortless.

Stay ahead of industry trends, driving best practices that establish Places Leisure as a leader in customer experience. Together, we'll celebrate your achievements and redefine leisure enjoyment! You will flourish in a high-performing team that is trailblazing the leisure sector.

More about you 

It is essential you bring comprehensive experience in creating and delivering an end-to-end customer journey in a retail or hospitality environment, showcasing your ability to enhance customer experience and drive profitable revenue growth. You have the skills to develop and implement long-term customer experience strategies that align with business objectives.

Your proficiency in analysing complex data sets enables you to derive actionable insights that lead to significant customer experience improvements. You are a proven leader, inspiring cross-functional teams to achieve ambitious customer experience goals while always putting the customer at the centre of your decision-making.

You consistently seek out new and creative ways to elevate the customer experience, and you have experience working in a matrix environment supporting multiple operating outlets. You will have strong leadership skills which demonstrate the ability to influence and inspire remote-based teams.

Essential Experience & Skills

• Extensive experience in creating and delivering a seamless customer journey in retail or hospitality, showcasing improvements in customer experience and revenue.

• Strong ability to develop and implement long-term customer experience strategies that align with business goals.

• Expertise in analysing complex data sets to extract actionable insights that enhance customer experience.

• Strong team leadership and experience of successfully working in a matrix organisation.

• Experience in product development and innovation.

• Strong delivery of financial KPIs and targets.

• A passion for doing the right thing.

Benefits 

We are a large, diverse and ambitious business, which will give you all the challenge you could wish for. We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• Full Health & Fitness membership for you, a nominated adult and up to 4 juniors

• Car Allowance

• Flexible working

• Up to 15% annual bonus

• An opportunity to purchase additional annual leave

• Lots of opportunity to access ongoing personal learning and development

• Access to our Company Pension scheme

• Private health care package

• Discounts of up to 50% on activities, centre shop and cafes

• Extra perks including huge discounts and offers from shops, cinemas and much more.

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk.

If you are a recruitment agency please note we operate a PSL and do not take cold calls