General Manager & Head of Customer Experience - London Hub

The Jockey Club; Esher; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

TeamPass tickets

Generous pension

Healthcare cashback

25 days annual leave

Eyecare vouchers

Cycle to work scheme

Retail discounts

Job summary

The Jockey Club is seeking a seasoned General Manager & Head of Customer Experience to lead Sandown Park's raceday and non-raceday experiences, driving loyalty and commercial success across the London Hub. You will build high-performing teams and execute customer-centric strategies across hospitality, memberships and events.

In this senior role, you will champion a Hub-first approach, cultivate a One Team culture, and collaborate with stakeholders to ensure premium service, outstanding guest

Qualifications

• Senior leadership experience in customer experience, hospitality, leisure, sport, events or similar customer-focused environment.
• Track record of leading high-performing teams and delivering outstanding customer/participant experiences.
• Passionate about creating memorable experiences and embedding a customer-first culture across venues or businesses.
• Skilled in using customer insight, NPS and feedback data to drive continuous improvement and measurable results.
• Collaborative relationship-builder able to influence a wide range of stakeholders.
• Commercially astute with experience managing budgets, resources and performance to deliver objectives.
• Strong understanding of premium hospitality and venue presentation standards.

Responsibilities

• Lead Sandown Park Racecourse, driving exceptional raceday and non-raceday experiences and contribute to the London Hub's success.
• Champion a Hub-first approach, aligning decisions with London racecourses' objectives.
• Lead, inspire and develop high-performing teams with accountability and continuous improvement.
• Oversee customer experience, community engagement, memberships and entertainment strategies across the London Hub.
• Develop and deliver customer experience initiatives to improve satisfaction, loyalty and NPS.
• Shape and implement the Sandown Park business strategy aligning CX, commercial performance and operational excellence.
• Drive revenue growth and business performance while maintaining financial discipline.
• Build relationships with racing authorities, stakeholders and partners.
• Lead community engagement and strengthen local relationships and reputation.
• Collaborate across the Hub to deliver a One Team culture and outstanding experiences.

Job description

The Jockey Club is seeking a seasoned General Manager & Head of Customer Experience to lead Sandown Park's raceday and non-raceday experiences, driving loyalty and commercial success across the London Hub. You will build high-performing teams and execute customer-centric strategies across hospitality, memberships and events.

In this senior role, you will champion a Hub-first approach, cultivate a One Team culture, and collaborate with stakeholders to ensure premium service, outstanding guest