Team Manager

at  LEGO House AS

Do you thrive by growing a fantastic team, and thus ensuring excellence in customer service throughout the guest journey at LEGO House? Would you like to be part of a unique house that proudly is represented as the LEGO brand lighthouse?
Then grab this opportunity to unleash your leadership visions while you craft unique experiences across the LEGO House.
“In this newly established and unique position, you will work with a highly motivated team to shape the delivery of memorable guest experiences before, during, and after their visit”, says Senior Guest Experience Manager Amer Mahmutovic

JOIN THE GUEST EXPERIENCE DEPARTMENT AT LEGO HOUSE

At LEGO House, you will be responsible for guiding one of our five Guest Experience teams. Your will be responsible for and Lead the Guest Service team of permanent and flexible colleagues, involved in operating our information desk, the welcoming area; LEGO Square, LEGO House phone line and Zendesk. These areas are first point of contact with our guests and thus extremely important to ensure a consistent and high-quality experience.
More specifically, you will be working hands-on with our strategic goals focused on improving and renewing the guest experience with both digital and physical features. Doing so, you will work closely together in a product team with an agile mindset who processes input from our guests that enable us to innovate the guest experience across the LEGO House.

DIRECT YOUR TEAM IN CREATING THE BEST GUEST EXPERIENCES

As Team Manager, you will be spearheading a team of 8 play agents and 2 supervisors. Your main focus is to make sure they thrive and are able to deliver the best hosting experience to our guests. Therefore, you spend most of your time in and around the house – side by side with your team and our guests.
In short, you make sure the daily operations and experiences happen as they should. Brick by brick and smile by smile.

Moreover, your key responsibilities will be to:

• Participate in our weekly operational meeting with the Guest Experience leadership team
• Enhance an agile product way of thinking and working in team
• Ensure implementation and ongoing development on new ticketing system
• Optimize workflows and implement a data driven approach in the team to ensure the best guest experience
• Align tone-of-voice with LEGO Group customer service
• Coordinate with various stakeholders i.e. marketing and digital experience teams to ensure promotional consistency and message alignment across all channels

You will be working during some weekends and have a bi-weekly house-responsible shift where you handle unforeseen challenges e.g. alarms, guest complaints etc.

ABOUT LEGO HOUSE

LEGO House is an experience house in Billund, Denmark, celebrating the LEGO brick and the LEGO idea. The 12,000m2 is filled with 25 million LEGO bricks ready to give LEGO fans of all ages the ultimate LEGO experience.
In LEGO House we are not only working on making memorable and magical LEGO experiences for all our guests, but also on being the best place to work for all employees. Here you can be your true self at work every day and you will be appreciated for exactly who you are. We strive to create a diverse, dynamic and inclusive culture of play, where everyone feels safe, valued and they belong.
As an employee at LEGO House, you are part of a team of passionate and dedicated specialists and leaders who, across teams and functions, are committed to creating world-class LEGO experiences for everyone visiting the house. We have a fundamental belief that to deliver this, LEGO House needs to be the best place to work for all employees. It is like a coin where the one side does not go without the other.
When recruiting future colleagues, we focus not only on recruiting colleagues who match the job description and profile. A match with the LEGO House values and culture is also a requirement, and by joining the team you get the opportunity to have an exciting career with a much-loved brand where personal development and purpose in what you do, goes alongside passing on fantastic LEGO moments to our guests.
Go explore LEGO House - The world’s best play date to learn more about our mission, workplace, people and culture

• Participate in our weekly operational meeting with the Guest Experience leadership team
• Enhance an agile product way of thinking and working in team
• Ensure implementation and ongoing development on new ticketing system
• Optimize workflows and implement a data driven approach in the team to ensure the best guest experience
• Align tone-of-voice with LEGO Group customer service
• Coordinate with various stakeholders i.e. marketing and digital experience teams to ensure promotional consistency and message alignment across all channel