At a Glance
- Tasks: Lead a passionate team to deliver world-class holiday experiences in North Wales.
- Company: Join Menai Holiday Cottages, a leading local holiday letting agency.
- Benefits: Enjoy competitive salary, generous holidays, and wellness support.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make a real impact on guest and owner experiences while developing your leadership skills.
- Qualifications: Proven leadership experience and strong communication skills required.
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. Apply now and help us create amazing holidays in Wales!
Owner Experience Manager in Bangor employer: Sykes Cottages
Menai Holiday Cottages is an exceptional employer located in the picturesque Bangor, Gwynedd, offering a vibrant work culture that prioritises employee well-being and development. With a strong focus on team collaboration, generous benefits including an annual bonus scheme, enhanced parental leave, and opportunities for training and personal growth, we ensure our employees feel valued and supported. Join us in creating unforgettable holiday experiences while enjoying a fulfilling career in a company that truly cares about its people.
StudySmarter Expert Advice🤫
We think this is how you could land Owner Experience Manager in Bangor
✨Tip Number 1
Get to know the company inside out! Research Menai Holiday Cottages, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for creating amazing holidays.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might just land you a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to team leadership and customer experience. We want you to shine, so think about how your past experiences align with the Owner Experience Manager role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re genuinely interested in the position. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Owner Experience Manager in Bangor
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about creating amazing experiences for our owners and guests.
Tailor Your CV:Make sure your CV highlights relevant experience that aligns with the Owner Experience Manager role. We love seeing how your skills in leadership and customer service can contribute to our team!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure to communicate your achievements and experiences without any fluff!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you on the path to joining our fantastic team.
How to prepare for a job interview at Sykes Cottages
✨Know the Company Inside Out
Before your interview, take some time to research Menai Holiday Cottages. 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 from your past experiences where you've successfully managed teams, improved performance, or resolved conflicts. 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 both owners and guests.
✨Prepare Questions That Matter
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 company's success and grow within it.
