Regional Owner Experience Manager

Sykes Cottages; Salcombe; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

Generous holiday allowance

Birthday day off

Pension scheme

Discounts on holidays

Training & development opportunities

24/7 mental health support

Life assurance

Employee savings scheme

Long service awards

Company events

Job summary

Carbis Bay Holidays, in partnership with Sykes Cottages, seeks a Regional Owner Experience Manager to lead Owner Success and local Property Services. You will champion the owner and guest journey, drive collaboration, and translate insights into action while building high-performing teams dedicated to outstanding service.

The role centers on regional brand leadership, strong stakeholder engagement, and continuous improvement in processes and governance to meet business objectives.

Qualifications

• Proven ability to lead, coach and manage people to deliver high performance and exceptional customer outcomes.
• Experience managing large, diverse and/or multi-site teams, with ability to motivate and develop colleagues.
• Confident communication with Owners, guests, colleagues and senior stakeholders.
• Strong analytical skills to review reports and identify trends and opportunities.
• Strong business planning and organisational skills with commercial awareness.

Responsibilities

• Take accountability for the management and leadership of one or more regional brands.
• Ensure teams consistently deliver agreed service levels across email, owner messaging, call handling and case management.
• Provide regular performance reporting across key objectives (NPS, stock quality, owner retention, financial metrics).
• Develop and maintain strategic partnerships to strengthen regional brand presence.
• Use data to identify opportunities for operational and commercial improvement within the brand.
• Ensure regional controls and governance to manage risk and maintain compliance.
• Provide effective line management, leadership and development of direct reports.

Skills

Leadership

People management

Multi-site teams

Owner/guest experience

Stakeholder communication

Analytical skills

MS Office

Job description

Join us Regional Owner Experience Manager,Creating Unforgettable Holidays!

• Salary: £45,000 per annum
• Working Hours:37.5 hours per week, 9am until5.30pm
• Days of Work:Monday to Friday, (occasional Saturday working may be required to meet the business needs) .
• Location: Dartmouth & Salcombe (Devon).

About the Role:

The purpose of the Regional Owner Experience Manager is to lead and inspire the Owner Success and local Property Services teams to deliver a world-class experience for both Owners and guests. The role is responsible for creating a culture of exceptional service, accountability and continuous improvement, ensuring that teams are aligned and consistently delivering to a high standard.

Working closely with both operational and commercial stakeholders, the Regional Owner Experience Manager will champion the Owner and guest journey, drive collaboration between teams, identify opportunities to improve processes and ways of working, and ensure feedback and insight are translated into meaningful action.

Through strong leadership, coaching and engagement, the role will build high-performing, motivated teams who take pride in delivering outstanding service, while ensuring Owners feel valued, supported and confident in the management of their properties.

What You’ll Do

• Take accountability for the management and leadership of one or more regional brands.
• Ensureteams consistently deliver agreed company-wide service levels across email, owner messaging, call handling and case management.
• Provideregular performance reporting across key business objectives, including NPS, stock quality, owner retention, net property rate, team engagement, property compliance and financial management.
• Developand maintaining strategic partnerships within the local community to strengthen the regional brand presence and enhance the ‘local brand’ feel.
• Usedata and insight to identify opportunities for operational improvement and commercial growth within the brand..
• Ensureeffective regional controls and governance are in place to manage risk and maintain compliance.
• Provideeffective line management, leadership and development of direct reports.

Live by our four values: One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.

What You’ll Bring

• Proven track record of leading, coaching and managing people to deliver high performance and exceptional customer outcomes.
• Experience of managing large, diverse and/or multi-site teams, with the ability to motivate, engage and develop colleagues.
• Confidence to communicate effectively with Owners, guests, colleagues and senior stakeholders.
• Strong analytical skills, with experience of reviewing, interpreting and using reports and data toidentify trends, opportunities and areas for improvement.
• Strong business planning and organisational skills, with demonstrated commercial awareness and the ability to translate business objectives into clear actions and results.
• Highly competent in Microsoft Office, with confidence using systems and technology to manage information, analyse data and communicate effectively.
• Proven ability to manage multiple priorities and workstreams simultaneously, while maintaining a high level of attention to detail.
• Comfortable working to tight deadlines in a fast-paced environment, with the ability to remain calm, organised and solutions-focused under pressure.

Bonus Points For

• Experience in travel & tourism, holiday letting or hospitality.
• Previous customer-facing experience, both in person and by phone.
• Confident and adaptable when learning new systems and technology.
• Good knowledge of the local area.
• Experience working with HNW clients or within the luxury sector.
• Experience in account management or relationship management.
• Experience using AI tools and software.

Who Are Carbis Bay Holidays?

At Carbis Bay Holidays, we specialise in letting holiday homes exclusively in and around St Ives and Carbis Bay.

Founded in 2000, Carbis Bay Holidays began with a simple mission: to market and manage luxurious self-catering accommodation in this exclusive area of West Cornwall, sharing our passion and love for the region with others.

Today, we offer over 200 of the finest, unique holiday homes, in the very best surroundings. Our guests can expect properties with panoramic sea views, apartments perched on cliff tops overlooking the beach and grand houses with fabulous outdoor and indoor spaces. Many are just steps from the beach, some have hot tubs and all offer an exquisite base from which to explore the area.

At Carbis Bay Holidays& Sykes, we believe in rewarding our people:

• Annual bonus schemelinked to company performance.
• Generous holiday allowance + extra days with long service
• Option to purchase extra holiday days if you wish.
• A day off for your birthday
• 2 volunteering days per year.
• Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay).
• Pension scheme with employer contributions
• Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends & family.
• Special offers and discounts designed to enhance your overall wellbeing.
• Health cash plan & life assurance.
• Training & development opportunities.
• 24/7 mental health support.
• Employee savings scheme
• Long service awards and company events

We’re passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we’ll be happy to help.