Customer Service Projects & Data Manager

Travelodge Hotels Limited; Thame; Hybrid; GBP 49,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

Contributory pension

Hybrid working

Staff discount

25 days holiday

Job summary

Travelodge Hotels Limited is seeking a Customer Service Projects & Data Manager to lead a small team, own reporting, and drive improvement across Customer Services and hotel operations. You’ll turn data and customer insights into practical solutions that deliver measurable results.

This role requires collaboration across multiple teams, delivering pilots from idea to implementation, and embedding changes into daily operations while tracking impact and outcomes.

Qualifications

• Experience delivering projects, continuous improvement or operational change.
• Analytical approach to using data to identify opportunities.
• Experience leading or developing others and improving customer experience.

Responsibilities

• Lead a small two-person team and own operational reporting.
• Drive performance insight and implement improvement projects.
• Design pilots using customer data and embed changes into day-to-day operations.
• Track impact of changes to ensure outcomes are met.
• Collaborate across teams including Hotel Operations, QA, People and Technology.

Skills

Project management

Data analysis

Stakeholder management

Customer experience

Tools

Salesforce

BI reporting

Job description

Find where you belong!

Are you a Customer Services leader who loves turning data and insight into meaningful improvements? Do you enjoy bringing people together to solve problems, test new ideas and make change happen in a way that genuinely works for customers and colleagues? If yes, our Customer Service Projects & Data Manager position might be the right next move for you.

Your Purpose

As Customer Service Projects & Data Manager, you’ll play a key role in shaping how Customer Services evolves. Leading a team of two, you’ll take ownership of operational reporting, performance insight, continuous improvement and projects across Customer Services, turning opportunities into practical solutions that deliver measurable results.

You’ll work from idea through to implementation, using data and customer insight to understand where improvements are needed, designing and managing pilots, and making sure successful changes are embedded into day-to-day operations. You’ll also track the impact of those changes, ensuring they deliver the outcomes intended.

This is a highly collaborative, hands-on role where you’ll work across Customer Services, Hotel Operations, Quality Assurance, People, Digital, Technology, Property & Maintenance and our central Change Team. You’ll bring the operational voice of Customer Services to wider projects, challenge existing ways of working and ensure every change is practical, valuable and focused on improving the customer and colleague experience.

Your Strengths

You’ll have strong experience delivering projects, continuous improvement or operational change, with a confident, analytical approach to using data to solve problems and identify opportunities.

You’ll be an organised project and stakeholder manager, able to manage multiple priorities, challenge existing ways of working and turn ideas into practical, measurable improvements. You’ll also have experience leading or developing others and a genuine passion for improving customer experience.

Experience in Customer Services, contact centres, hospitality or large-scale operations would be advantageous, as would Salesforce or BI/reporting experience.

Your Perks

• Salary up to £54,490 & Annual Bonus
• Contributory pension scheme
• Hybrid working - a minimum of 60% of your time should be spent in the office
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service

Why Travelodge?

At Travelodge, we’re more than just a Hotel brand; we’re a community where you can truly be yourself and belong. Through our "Better Me" initiative, we prioritise your total wellbeing—emotional, physical, financial, and professional—while actively celebrating the diversity that makes our teams stronger. If you’re a results-driven individual who pays attention to the little things and genuinely cares about people, you’ll fit right in.