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Owner Experience Manager

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360 Resourcing Solutions

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Location:
United Kingdom , Bangor

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

45000.00 GBP / Year
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Job Description:

We’re looking for a passionate Owner Experience Manager to join our Menai Holiday Cottages team. In this role, you’ll lead the Holiday & Owner Experience team alongside local Property Services teams, ensuring we deliver a world-class experience for guests, owners, and premium accounts. You’ll inspire and develop a high-performing, motivated team while driving service excellence, operational improvement, and strong owner relationships.

Job Responsibility:

  • Lead and manage one of our regional sister brands, ensuring outstanding service delivery
  • Oversee performance across emails, messaging, calls, and case handling
  • Manage recruitment, training, workforce planning, and team development
  • Track and drive performance against key KPIs (NPS, retention, quality, compliance, financials, engagement)
  • Build and maintain strong local partnerships to support operational and commercial growth
  • Use data insights to improve processes, performance, and owner experience outcomes
  • Ensure governance, risk, health & safety, and office standards are consistently met
  • Coach, develop, and engage your team to foster a positive, high-performance culture
  • Collaborate with central teams including Property Services and Recruitment
  • Manage budgets and provide out-of-hours keyholder support when required
  • Handle escalations and support quality assurance to strengthen owner and guest relationships
  • Deputise for the Regional Owner Experience Manager when needed

Requirements:

  • Proven experience in people leadership and performance management
  • Strong communication skills, both written and verbal
  • Experience managing large, customer-focused teams
  • Ability to interpret data, reports, and performance insights
  • Strong business planning and commercial awareness
  • Excellent organisational skills with the ability to manage multiple priorities
  • Confidence working to tight deadlines in a fast-paced environment
  • Proficiency in Microsoft Office and general IT systems

Nice to have:

  • Experience in travel, tourism, holiday lettings, or hospitality
  • Background in customer-facing or contact centre environments
  • Experience working with high-net-worth clients or luxury service sectors
  • Account management or stakeholder relationship experience
  • Knowledge of the local area and/or adaptability to new systems
What we offer:
  • Annual bonus scheme linked to company performance
  • Generous holiday allowance + extra days with long service
  • Option to purchase extra holiday days if you wish
  • A day off for your birthday
  • 2 volunteering days per year
  • Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay)
  • Pension scheme with employer contributions
  • Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends & family
  • Special offers and discounts designed to enhance your overall wellbeing
  • Health cash plan & life assurance
  • Training & development opportunities
  • 24/7 mental health support
  • Employee savings scheme
  • Long service awards and company event

Additional Information:

Job Posted:
May 11, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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