Overview

At Marston’s, we Dream Big…
…. and we’re searching for someone who dreams big too!

We are looking for an experienced guest/customer experience manager who is skilled at driving action from guest insight. Someone who is guest obsessed and passionate to help the business to deliver the best guest experience. In short, we want somebody who can take tonnes of guest feedback, turn it into actionable insight, and drive stakeholders to act on it. 

This Guest Experience Manager role is certainly something you can get your teeth stuck into. You will be managing guest experience programmes across the totality of the business. As our biggest voice of the consumer they are used both at pub level to make quick improvements, and at senior levels to inform strategic decisions. The breadth and pace of this role make it as rewarding as it can be challenging.

This is not a guest experience role to hide behind a dashboard providing reports that are not used. It is one with the opportunity to get out into the business and turn insight into action.  With a new business strategy and even bigger than ever focus on delivering for our guest there has never been a more exciting time to join the business.   

So, if you’re self-motivated and wish to work in a positive environment for a company that genuinely values and respects its staff – then Marston’s is right up your street. Exciting opportunities like this one really don’t crop up too often; so don’t delay with your application.

Job Role:
• Responsibility for end to end management of our guest experience platforms and community panel. From supplier relationship, through internal adoption and usage, to driving action
• Ensure that explicit guest feedback is representative of the implicit so actions can be identified and prioritised
• Working closely and collaboratively with a variety of stakeholders to ensure that decision making at all levels of the business is guest led
• Continually ensuring the highest standards are achieved with our suppliers so that stakeholders can ‘self-serve’ from the programme and be provided with deeper guest insight when required
• Constantly evolve the platforms to meet the growing needs of the business


The Ideal Candidate:
• You will be an experienced guest/customer experience manager
• Experience of hospitality is desirable – but if not, an ability to understand the diverse and exciting way that pub, bar and hotel teams operate to give the best experience to guests
• Be able to demonstrate turning feedback into actionable insight and drive decisions that lead to improved guest experience and therefore commercial growth
• Have proven success stories in influencing stakeholders
• Strong verbal and written communication skills  - provide “so what, now what” for stakeholders
• Ability to dream big by identifying and maximising opportunities to deliver the best guest experience
• Must have a full UK driving licence


What you get in return:
• 25 days annual leave plus bank holidays with the ability to buy and sell holiday
• 20% off in Marston’s pubs and accommodation through our Privilege Card
• Marston’s Rewards Programme (discounts with major retailers)
• Company Contributory Pension Scheme
• Company Car Allowance


Wolverhampton
Marketing

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