Customer Service Projects & Data Manager

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

Benefits offered by this job

Salary up to £54,490 & Annual Bonus

Contributory pension scheme

Hybrid working - a minimum of 60% of你的

Job summary

Travelodge is seeking a Customer Service Projects & Data Manager to drive operational reporting, insights and continuous improvement across Customer Services. You’ll lead a small team, translate ideas into pilots, and embed successful changes into daily operations while tracking their impact.

You’ll work across Hotel Operations, Quality Assurance, People, Digital, Technology, and central Change Team, ensuring the customer and colleague experience is improved through practical solutions.

Qualifications

• Proven experience delivering projects and changes using data to identify opportunities.
• Strong project and stakeholder management across multiple priorities.
• Experience leading or developing others with customer-centred focus.

Responsibilities

• Lead a team of two and own operational reporting and performance insight.
• Design and manage pilots and implement changes into day-to-day operations.
• Track the impact of changes and ensure measurable outcomes.
• Collaborate across Customer Services, Hotel Ops, QA, People, Digital, Tech, Property & Maintenance and Change Team.

Skills

Team leadership

Project management

Data analytics

Continuous improvement

Stakeholder management

Tools

Salesforce

BI/Reporting

Job description

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.