At a Glance
- Tasks: Lead and shape customer operations across the iconic Windsor Estate and its attractions.
- Company: Join The Crown Estate, a unique business with a rich heritage and diverse portfolio.
- Benefits: Enjoy flexible working, competitive salary, private healthcare, and 28 days holiday.
- Other info: Be part of a dynamic team focused on sustainability and community value.
- Why this job: Make a real impact on visitor experiences in a world-renowned destination.
- Qualifications: Proven leadership in multi-site customer-facing businesses and strong commercial acumen.
The predicted salary is between 75600 - 92400 £ per year.
- Windsor Director of Customer Operations at The Crown Estate
- Purpose of Role
A significant senior leadership opportunity to shape, lead and deliver the current and future customer-facing businesses across the Windsor Estate and wider Rural portfolio, including Windsor Great Park, the Savill Garden, the Savill Building Visitor Centre, Virginia Water, Windsor Adventure Play and the Windsor Farm Shop.
The Windsor Estate is internationally recognised for its ecology and history, but it also attracts over 5m visitors per annum and is recognised by ALVA as the most visited outdoor destination in the UK.
The recent development of Adventure Play won an International THEA Award for outstanding achievement.
The role is responsible for bringing these offers together as a coherent, high-quality portfolio, ensuring consistently excellent service, presentation and customer care while protecting and enhancing the environmental and historic character of each location.
Working as part of the Windsor, Rural & Coastal senior leadership team, the Director of Customer Operations will lead the customer strategy for the portfolio, strengthening the visitor, retail and hospitality offer, improving operational effectiveness and supporting sustainable revenue growth from existing and future audiences.
The role will balance stewardship, customer experience and commercial performance in line with The Crown Estate’s purpose of creating lasting and shared prosperity for the nation.
Context Of Opportunity / Main Accountabilities
The Windsor Estate is a complex, multi-site customer environment with a distinctive mix of visitor destinations, retail, hospitality, leisure and heritage-led experiences.
This role will provide strategic vision and operational leadership across those businesses, ensuring each location contributes to a compelling, consistent and commercially effective customer offer.
Key accountabilities include
- Leading the development and delivery of the customer strategy across the Windsor Estate, aligning business planning, operating models and investment priorities with wider organisational ambitions.
- Developing distinctive visitor, retail and hospitality experiences that reflect the environmental and historic character of the Windsor Estate while maintaining high standards of service, presentation and customer care.
- Identifying and progressing opportunities to enhance the customer offer, improve performance and support long-term revenue growth through existing audiences, new audiences, future developments and acquisitions.
- Holding accountability for commercial and operational performance, including P&L, budgets, forecasting, capital planning and delivery against agreed targets.
- Preparing clear, evidence-led business cases for new initiatives, investment proposals and change programmes.
- Leading, coaching and developing a capable, engaged and accountable team across a complex operating environment.
- Working collaboratively with colleagues across Estate Management, Sustainability, Marketing, Development and other specialist teams to enable joined-up delivery.
- Building effective relationships with contractors, suppliers, partners and stakeholders, ensuring standards, contractual obligations and commercial outcomes are met.
- Ensuring operations are delivered safely, responsibly and in line with relevant legislation, standards and The Crown Estate requirements.
- Promoting an inclusive, professional and high-performing culture that can evolve in line with changing customer expectations and strategic priorities.
- Most Important Skills Based Requirements
We are looking for someone with
- Significant experience providing strategic and operational leadership in a multi-site, customer-facing business, ideally within visitor attractions, heritage, destination retail, hospitality or another premium experience-led environment.
- Outstanding commercial and financial acumen, with experience managing budgets, P&L performance, capital planning, people planning and business performance against agreed targets.
- Experience shaping and delivering customer strategies, business plans and change programmes that improve performance and strengthen the customer offer.
- A track record of growing revenue through improved customer experience, stronger conversion, new propositions or new sources of income.
- Experience developing premium visitor, retail or hospitality experiences with consistently high standards of service, presentation and brand alignment.
- The ability to balance stewardship, customer experience and commercial performance within a purpose-led organisation.
- Proven leadership capability, including coaching, developing and motivating teams, creating clarity and building a culture of accountability and continuous improvement.
- Strong stakeholder management and influencing skills, including the ability to work across functions, manage upwards and present considered recommendations at senior level.
- Sound judgement, resilience and diplomacy, with the ability to operate effectively in a complex, fast-moving and high-profile environment.
- Strong analytical and business planning skills, with the ability to turn insight, data and performance reporting into practical action.
- A collaborative, inclusive and values-led leadership style, with a commitment to creating long-term value for customers, communities, the environment and the business.
Our Offering / benefits
As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more.
We value work life balance and your wellbeing highly, enabling you to be your best self at work.
Disability Disclaimer
We are a proud disability confident employer and operate the offer of interview scheme
Disability Confident employer scheme - GOV. UK (www. gov. uk) .
We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.
If you have any questions about our recruitment process or would like to talk about adjustments, please contact us directly, or at careers@thecrownestate. co. uk
Please note that if we receive a high volume of applications, we may close this advert early. We encourage you to apply as soon as possible.
The Crown Estate is a unique business with a distinct heritage and a portfolio unlike any other.
It includes some of central London’s best places to work, shop and spend time, retail and leisure destinations across the country, and a substantial rural portfolio.
As manager of the seabed and half the foreshore around England, Wales and Northern Ireland, we play a role in the UK’s world-leading offshore wind sector as well as marine aggregates, cables and pipelines.
We are also responsible for the Windsor Estate, including the world-renowned Windsor Great Park.
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Windsor Director of Customer Operations employer: The Crown Estate
The Crown Estate is an exceptional employer, offering a unique opportunity to lead customer operations across the renowned Windsor Estate, which attracts over 5 million visitors annually. With a strong commitment to employee wellbeing, flexible working arrangements, and a culture that values inclusivity and professional growth, employees can thrive in a dynamic environment that balances stewardship with commercial success. The role not only provides competitive benefits but also the chance to shape memorable visitor experiences while contributing to the preservation of the estate's rich heritage.
StudySmarter Expert Advice🤫
We think this is how you could land Windsor Director of Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Crown Estate. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Crown Estate before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Windsor Director of Customer Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Crown Estate:Your cover letter is your chance to shine! Tell us why you want to work at The Crown Estate specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Crown Estate!
How to prepare for a job interview at The Crown Estate
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
