Head of Experience - Gwynedd

Join our One Great Team here at Haven as a Head of Experience on a Fixed Term Contract, leading the large Experience Team: driving innovation and excellence to ensure that every Guest, Owner and Team Member on our park has a great time with memories that last a lifetime.

In this role, you'll be at the helm of the people centric Experience team, leading with clear direction and plenty of motivation. You'll inspire your team to hit their goals and keep up high standards by showing them how it's done! You'll be hands-on with performance, offering feedback to help your team grow, tackling any challenges, and supporting their development. Managing resources like budgets and tools will be key to keeping things running smoothly. You'll also be the driving force behind fantastic guest, owner & team experiences. As an advocate for change, you will be continuously improving how we support, interact and solve any issues that pop up. Plus, you'll make sure everything stays safe, compliant, and on point with company policies.

Key Responsibilities
Leadership: Provide strategic leadership to the Experience Team, setting clear goals and expectations, and motivating the team to achieve positive results and develop a focussed team. Ensure all new team members receive an engaging 90-day induction and training plan to set them up for growth with Haven.

Guest experience: Interacting with guests, building trusted relationships with owners, and addressing both their needs and concerns. You will be responsible for handling escalated guest issues and ensuring that they are resolved promptly and satisfactorily and gathering and analysing guest feedback to make continuous improvements.

Strategic Planning: Develop and implement strategic plans to achieve departmental and organizational goals, including budgeting and resource allocation.

Team Management: Engage, educate, support, and appraise your team members, cultivating a workplace atmosphere that emphasises cooperative efforts, creativity, and career advancement.

Performance Optimisation: Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes. Assist your Team Managers in achieving annual sales growth and surpassing profit targets by enhancing the on-Park experience for all.

Stakeholder Engagement: Collaborate with internal and external stakeholders to build key relationships, identify opportunities for growth, influence leaders to drive change and ensure guest satisfaction.

Compliance: Ensure that all departmental activities adhere to relevant laws, regulations, and industry standards.

Reporting: Provide regular reports to senior management, highlighting departmental achievements, challenges, and future plans.

Prior senior-level experience within Customer service/operational/people role. Preferably within leisure industry
- Experience of driving change with continuous improvement mindset
- Demonstrating proven expertise in leadership and organisation, with a strong ability to enhance team performance, foster personal growth, and develop a diverse workforce.
- Proven expertise in developing strategic plans and addressing problems.
- Effective communication and interpersonal skills.
- Proven history of accomplishing goals within the department and across the organisation.
- Knowledge of industry trends, regulations, and best practices.
- Commercial minded with evidence of successfully managing costs in line with exceptional delivery.
- Highly effective at organising tasks with a focus on meticulous detail.
- Proficient at making calculated choices and adeptly prioritising responsibilities, maintaining focus during busy periods