Senior Manager - Customer Contact Centre

A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.This isn't a back-office reservations role.You'll lead the team that shapes the guest journey before check-in even begins.In this role, you'll:Lead and transform a centralised Reservations & Guest Contact operation across multiple hotelsDrive booking conversion and revenue performance across all contact channelsDesign and implement innovative, technology-enabled solutions that enhance efficiency and deliver measurable commercial impactCoach and develop a high-performing, multi-channel team across voice, email, and digital platformsEstablish clear KPIs, performance standards, and a strong culture of accountabilityLeverage data and analytics to optimise service levels, conversion, and customer engagementPartner closely with Revenue, Digital, and Operations teams to align strategy, inventory, and demand performanceEnsure every guest interaction is seamless, responsive, and commercially effectiveBuild a scalable, future-ready Contact Centre model to support business expansionYou'll thrive in this role if you:Have led a large-scale Contact Centre, Central Reservations or Customer Experience function with full ownership of performance outcomesHave managed multi-channel environments (voice, digital, chat, automation) in hospitality, airline, travel, retail, e-commerce or similar high-volume sectorsThink commercially and understand conversion, yield, upsell strategy and revenue impactHave successfully implemented technology, automation or digital optimisation initiativesUse data confidently to make decisions, drive accountability and improve measurable resultsAre energised by transformation not just maintaining the status quoBuild and develop high-performing teamsBalance customer-centric thinking with operational disciplineThrive in fast-growth environments where scalability and agility matter#J-18808-Ljbffr