Senior Experience Enhancement Manager

at  Land Securities

We’re Landsec
We are Landsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.
We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.
The Role:

Guest services

• Own the strategy for guest services across the portfolio – identifying new opportunities to enhance existing services and deliver / implement new services with partners (existing or new). These should be services that are exceptional industry standard and new services that elevate the overall experience ensuring our Lifestyle destinations remain competitive and distinctive and not traditional / cookie cutter
• Manage the cost and budget for guest services across the portfolio – closely monitoring spend to date. Responsibility for the management of financial and commercial risk for service
• Influence the allocation of P&L and wider Customer Proposition strategy for guest services

Data and Insights

• Manage the analysis and reporting of NPS+, CSAT and Mystery Shop for the portfolio as a whole working closely with the Insights Director (does not include reporting by centre i.e. will only need to produce one report and not c.15). This will include overseeing the monthly and quarterly reporting packs. In some cases you will need to verbally update to the wider Retail team

Relationship Management

• Build and maintain relationships with all centre teams – including Centre Directors, Guest Experience Managers our service delivery partners; front of house, engineers and landscapers
• Work closely with all internal teams to ensure the delivery and promotion of the consumer voice and guest service and experiences
• Manage the Customer Propositions Intern ensuring they are delivering against deadlines, to standard and attending all meetings. In addition coaching and enriching talent for future opportunities in the team / business

Communications

• Work closely with the Marketing team to ensure correct information is provided to share with guests, Brand Partners and internal team. In addition ensure timely posting and sharing of all information working with the Marketing team
• Work closely with Corporate Affairs for national press releases of new services and experiences

The Team:
We work together to provide our Customers with the best possible experiences within our properties, creating a fun, engaging and productive environment for our teams to feel safe, empowered and supported and to take pride in their work and to realise their own potential.
Provide a best-in-class service that delivers excellent service to our customers, underpinned by our purposes – Live well, Build well and Act well.

What you will be responsible for:

• Consistency, quality and delivery of appropriate services across the Lifestyle portfolio (up to 15 different centres across the UK)
• Owning and reporting on the portfolio wide NPS+, CSAT and Mystery Shop
• Identifying guest pain points and opportunities for an enhanced guest experience for growth (NPS+, Footfall, Dwell and Spend)
• Measurement of delivered services and reporting of this
• Manage costs / budget for guest services
• Maintaining strong relationship and way of working with Guest Experience Managers / Retail Managers (in place of GX Managers) based at all 15 destinations to ensure the delivery and consistency of services
• Ensuring a seamless service delivery for our guest and Brand Partners (where applicable)
• Salary: Competitive

Your skills, experience and qualifications:

Essential criteria

• Strong experience in lifestyle including retail, hospitality and / or leisure – with a focus on consumer experience
• 8 years’ experience in a delivery and / or strategic role for guest service and experience
• Managed a team who have delivered excellent guest experiences physically
• Good working knowledge of Microsoft Office suite (Adobe Suite a bonus)
• Strong communication skills. Ability to tell a story using presentations and other medium to a variety of different audiences.
• Proven analytical and research capability either working to specific briefs or as a key part of the role

Life and Benefits at Landsec
We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer exceptional Learning & Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.
Here are some of our core benefits, view our
Benefits and career development page

for more information.

• Discretionary annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and options to purchase an additional holiday each year.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution
• Private medical insurance, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies (view our

Family policies page

for more details)

• Annual Sharesave plans with the chance to buy Landsec shares at a discounted rates
• Up to 4 working days to volunteer per year and ‘Give As You Earn’ programmes allowing you to donate to charities straight out of your pay and we top up by 20%

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.
Diversity and Inclusion
At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.
We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing
recruitmentqueries@landsec.com
To find out more about our approach, visit our
Diversity and Inclusion page

• Consistency, quality and delivery of appropriate services across the Lifestyle portfolio (up to 15 different centres across the UK)
• Owning and reporting on the portfolio wide NPS+, CSAT and Mystery Shop
• Identifying guest pain points and opportunities for an enhanced guest experience for growth (NPS+, Footfall, Dwell and Spend)
• Measurement of delivered services and reporting of this
• Manage costs / budget for guest services
• Maintaining strong relationship and way of working with Guest Experience Managers / Retail Managers (in place of GX Managers) based at all 15 destinations to ensure the delivery and consistency of services
• Ensuring a seamless service delivery for our guest and Brand Partners (where applicable)
• Salary: Competitiv