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CX job vacancy of the week: The Wildwood Trust

21st Jun 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX job of the week: The Wildwood Trust

This week: Head of Customer Experience – Herne Bay, England, United Kingdom

The Wildwood Trust are looking for a new Head of Customer Experience to set the scene in creating the face and personality of Wildwood. The role-holder will be responsible for finding the right tone for how they communicate with The Wildwood Trust's customers and teams across their parks in Kent and Devon. They will bring broad skills and experience from customer facing roles, and a dynamic, positive attitude, with the ability to bring their team with them in delivering the best visitor experience.

Responsibilities

  • Create and deliver a customer experience strategy that responds to the strategic goals of the Trust.
  • Overall responsibility for the successful running of the EPOS system, including data management and spreadsheet analysis, admissions reports, profit and loss for onsite retail, merchandise and online shop.
  • Leadership of the retail and customer experience teams across Wildwood sites – organising, inspiring, motivating and creating a kind, safe, fun and fulfilling work environment.
  • Devise, lead and monitor a rolling training programme for the customer experience teams to ensure this consistency of service.
  • Lead the retail teams in developing their Wildwood shops to become (literally) the shop window for promoting Wildwoods brand, ethos and values through their products – working to achieve their mission and vision.
  • Responsibility for leading the team in stock control, pricing, procurement and displays across the Trust, to maximise profitable trading and the commercial success of their shops.
  • Lead the face-to-face promoting and selling of Wildwood memberships, and generation of charitable donations in their shops and parks.
  • Work closely with events and marketing teams to head up the delivery of an excellent and efficient programme of regular and special events across the parks.
  • Promote and develop interdepartmental communication, so that all front-of-house staff understand the roles and responsibilities of other teams.
  • Lead communications with the Food and Beverage teams, to cross-promote their catering offers to maximise sales and enjoyment by our customers.
  • Work collaboratively with the external relations teams to maximise opportunities for content creation for publicity and social media, leading the front-of-house teams to share the importance of this work.
  • Adhere to the fundraising code, charity commission guidelines, and other external regulations (e.g. GDPR) – as set out by WWT's processes, policies and procedures.

Requirements

  • Excellent skills in writing and delivering strategic objectives in a customer experience capacity.
  • Excellent skills in delivering a staff training and development programme.
  • Excellent skills in team leadership, inspiring good performance and team relationships, achieving targets and motivating others.
  • Exemplary and demonstrable customer experience skills.
  • Excellent skills in sales, including face-to-face, making and closing sales.
  • Excellent skills in budget management and achievement of targets.
  • Excellent knowledge of EPOS systems and relevant IT, confidence in leading on EPOS management across sites.
  • Good experience of working at an attraction or retail environment, in a leadership role.
  • Good experience of working in a management capacity across more than one site.
  • Excellent experience of managing profit and loss accounts, producing reports and analyses, using spreadsheets and CRM systems.
  • Excellent experience of training team members.
     
  • Fundraising skills (desirable).
  • Good experience of collaborative working across departments (desirable).
  • Experience in Front of House work at a visitor attraction (desirable).
  • Good events management experience with planning and delivery (desirable).
  • Experience of selling memberships and providing customer service to members (desirable).

For further information and to submit an application, visit The Wildwood Trust job board.

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