Luxury Guest Experience Lead

McArthurGlen UK Ltd; Serravalle Scrivia; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Flexible Working

Wellbeing Allowance

Volunteering Days

Exclusive Discounts

International Exposure

Learning & Development

Values-Based Culture

Positive Work Environment

Job summary

McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, seeks a Senior Guest Experience Manager at Serravalle Designer Outlet to elevate hospitality across the centre and make every visit welcoming, seamless and memorable.

You will lead Guest Services, the Guest Lounge, Clienteling and personal shopping, manage in-house and partner teams, and shape ambitious standards with budget oversight to balance service and commercial value.

Qualifications

• Significant leadership experience in luxury hospitality or large hotel/resort groups.
• Fluent Italian and English with excellent stakeholder skills.
• Strong budget, forecasting, cost control, supplier sourcing and contract management.

Responsibilities

• Define and deliver Serravalle’s guest experience plan across the full guest journey.
• Lead in-house team and outsourced partners to ensure quality and performance.
• Guide premium services and personalised guest journeys to drive satisfaction and commercial results.
• Own the Guest Experience budget, forecasting and cost control.

Skills

Leadership

Budgeting

Stakeholder management

Guest Services

Job description

McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, seeks a Senior Guest Experience Manager at Serravalle Designer Outlet to elevate hospitality across the centre and make every visit welcoming, seamless and memorable.

You will lead Guest Services, the Guest Lounge, Clienteling and personal shopping, manage in-house and partner teams, and shape ambitious standards with budget oversight to balance service and commercial value.