To lead, develop and continuously improve the Team, Guest and Owner experience, ensuring every visitor to the park have a great time with memories that last a lifetime. Listening to and seeking feedback, will engage and influence park and central teams to develop and deliver experience improvement plans.
Through the team, delivers a first-class experience to all Owners and Guests, ensuring all feedback and complaints are addressed and resolved.
Monitors advocacy and NPS reports, creates action plans to address opportunities and areas requiring improvement. Listens to and actions guest, owner and team feedback from all channels, actively seeking it from audiences not usually represented.
Supports all park leadership teams in understanding the drivers of team and guest advocacy measures, and engages and influences the GM and other HOD’s to put in place action plans to address shortfalls or opportunities in customer experience
Builds and maintains effective relationships with Owners, ensuring the Experience Team take ownership for the resolution of issues and subsequent communication.
Creates a 2-way flow of communication between the Park and the Hemel functional support teams, developing strong relationships with wider stakeholder groups.
Develops and maintains a strong talent pipeline and succession plan for own department.
Acts as the subject matter expert in own field. Manages complex data and information to influence decision making across park departments and central functions.