Owner Experience Manager

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, Gwynned

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.

Benefits

• 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

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!