At a Glance
- Tasks: Lead a passionate team to deliver exceptional holiday experiences for guests and owners.
- Company: Join Menai Holiday Cottages, North Wales's leading holiday letting agency.
- Benefits: Enjoy competitive salary, generous holidays, bonuses, and wellness support.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make holidays shine while developing your leadership skills in a vibrant environment.
- Qualifications: Experience in people leadership, strong communication, and customer-focused team management.
The predicted salary is between 45000 - 45000 £ per year.
Join the Team Making Holidays Shine in North Wales!
Salary: Up to £45,000 per annum
Working Hours: 37.5 hours per week, 9am to 5:30pm, Monday to Friday (required to work occasional Saturdays)
Location: Our lovely office in Bangor, Gwynedd
Reports to: Senior Manager - Owner Success (Brands)
About the Role
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.
What You'll Do
- 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
What You'll Bring
- 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
Bonus Points For
- 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
Who Are Menai Holiday Cottages?
'Menai Hols' as it's affectionately known by those who work here, was established over 35 years ago and is now North Wales's leading local holiday letting agency. From humble beginnings as a small family run company to being one of the leading holiday letting agencies in North Wales, our success relies upon standing by our founding principles. Working closely with property owners and customers, who remain at the heart of our business. We are part of Sykes Holiday Cottages. This means our owners get both the support and marketing of a local and national holiday let agency.
Why You'll Love Working With Us
- Annual bonus scheme linked to company performance
- Generous holiday allowance plus 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 events
We're passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we'll be happy to help.
Owner Experience Manager in Newtownards employer: Job Search Place Limited
Menai Holiday Cottages is an exceptional employer located in the picturesque Bangor, Gwynedd, where we pride ourselves on creating a supportive and dynamic work environment. With a strong focus on employee development, generous benefits including an annual bonus scheme, enhanced parental leave, and a commitment to diversity and inclusion, we ensure that our team members thrive both personally and professionally. Join us in making holidays shine while enjoying unique perks like discounted stays and a culture that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Owner Experience Manager in Newtownards
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to talk about your achievements and how they relate to the Owner Experience Manager role. A confident and clear presentation of your skills can make all the difference in landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Menai Holiday Cottages.
We think you need these skills to ace Owner Experience Manager in Newtownards
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Owner Experience Manager role. Highlight your experience in people leadership and performance management, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills:Since strong communication is vital for this role, use clear and concise language in your application. Whether it's your CV or cover letter, let your personality shine through while keeping it professional. We love a good story, so share your experiences that demonstrate your communication prowess!
Highlight Relevant Experience:If you've worked in travel, tourism, or hospitality, make sure to mention it! We’re keen on candidates who understand the industry and can relate to our owners and guests. Use specific examples to illustrate your experience managing customer-focused teams and driving service excellence.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're genuinely interested in joining our team at Menai Holiday Cottages. We can't wait to hear from you!
How to prepare for a job interview at Job Search Place Limited
✨Know the Company Inside Out
Before your interview, make sure you research Menai Holiday Cottages thoroughly. Understand their values, mission, and what makes them stand out in the holiday letting industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As an Owner Experience Manager, you'll need to demonstrate your people leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on performance management and team development. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Data Savvy
Since the role involves interpreting data and driving performance against KPIs, brush up on your analytical skills. Be ready to discuss how you've used data insights to improve processes or outcomes in previous roles. This will highlight your ability to make informed decisions that benefit the company.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the team dynamics, company culture, and expectations for the role. This shows that you're not just interested in the job, but also in how you can contribute to the team's success and grow within the company.
