Guest Experience Manager

MCARTHURGLEN; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading retail outlet management company in the UK is seeking a Guest Experience Manager to enhance guest satisfaction and lead the guest services team. The role requires a track record in luxury service operations and a passion for creating memorable experiences. Competitive salary, performance bonus, and a values-based culture offered.

Benefits

Competitive salary

Performance bonus

Wellbeing allowance

Volunteering days

Exclusive discounts

Learning & development opportunities

Positive work environment

Qualifications

• Proven track record in guest-focused operations.
• Experience managing a luxury guest service team.
• Passion for delivering excellent guest service.

Responsibilities

• Lead the guest services team to enhance guest experience.
• Identify new revenue opportunities within the outlet.
• Manage day-to-day operations and ensure service excellence.

Skills

Excellent guest service

Team management

Operations management

Strategic planning

Job description

Overview

Our Mission: 'To create the finest retail experiences.'

Our Purpose: 'Making the extraordinary possible'

McArthurGlen Group, Europe's leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 23 designer outlets in 8 countries.

What you'll be doing

As Guest Experience Manager at East Midlands Designer Outlet, you'll be the driving force behind creating memorable moments for every guest. You'll lead the guest services team, champion service excellence across the centre, and continuously elevate the experience from arrival to departure. From shaping strategy and managing day-to-day operations to training teams and analysing performance, you'll ensure every interaction reflects our commitment to hospitality, innovation, and care. You'll also play a key role in identifying new revenue opportunities and enhancing commercial services, all while fostering a culture of warmth, professionalism, and continuous improvement.

Why McArthurGlen?

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 20%
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

To be successful you'll bring

• Passionate about delivering excellent guest service
• Able to put guests at the heart of everything we do
• Able to show a proven track record of running successful guest focused operations that nurture and grow the business and level of guest satisfaction
• Considerable experience of managing a guest focused team in a luxury