Head of Operations (South West) – Holiday Property Company
4 Leisure Recruitment Ltd
Dorset
Job Description
Head of Operations required for a market leading holiday lettings company in the Southwest region, with properties focused in the Cornwall and Devon areas.
Our client is an established name in the holiday lettings sector with over 20,000 properties across the UK. This role will be accountable for overseeing the customer and owner experience, managing the property retention process, along with on-boarding new owners and groups, working closely with the business development team. They are now looking for an experienced head to join their senior leadership team to help them on their growth trajectory.
Role responsibilities will include:
Manage the onboarding of new owners via the Owner Relations Team, and in conjunction with the Head of Business Development and the Owner Relations Team to eliminate withdrawals in the first 12 weeks of signing
Deliver a best-in-class service to owners, measured by owner NPS and churn levels
Deliver retention targets, measured by withdrawals and lapses
Implement proactive retention strategy to reduce withdrawals
Create a retention toolkit to improve saves
Create a culture that enables high people-engagement and a team that is motivated to succeed.
Collaborate with Head Office to ensure the team buy into the culture and values
Determine the impact of industry, location and specific risks on the business and identify opportunities
Manage staff budgets, compensation, retention budgets and travel and entertainment
The successful candidate will have a senior management background in the leisure / hospitality / Holiday sectors, along with a strong commercial focus and ideally some exposure to the staycation market.
Package will be up to £60k + car allowance + bonus + benefits
The business offers excellent training and opportunities for development as well as a fast-moving environment. This is a WFH role with some travel to sites.