Customer Contact Centre Manager

Customer Contact Centre Manager

A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.

This isnt a back-office reservations role.

Youll lead the team that shapes the guest journey before check-in even begins.

In this role youll:

• Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
• Drive booking conversion and revenue performance across all contact channels
• Design and implement innovative technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
• Coach and develop a high-performing multi-channel team across voice email and digital platforms
• Establish clear KPIs performance standards and a strong culture of accountability
• Leverage data and analytics to optimise service levels conversion and customer engagement
• Partner closely with Revenue Digital and Operations teams to align strategy inventory and demand performance
• Ensure every guest interaction is seamless responsive and commercially effective
• Build a scalable future-ready Contact Centre model to support business expansion

Youll thrive in this role if you:

• Have led a large-scale Contact Centre Central Reservations or Customer Experience function with full ownership of performance outcomes
• Have managed multi-channel environments (voice digital chat automation) in hospitality airline travel retail e-commerce or similar high-volume sectors
• Think commercially and understand conversion yield upsell strategy and revenue impact
• Have successfully implemented technology automation or digital optimisation initiatives
• Use data confidently to make decisions drive accountability and improve measurable results
• Are energised by transformation not just maintaining the status quo
• Build and develop high-performing teams
• Balance customer-centric thinking with operational discipline
• Thrive in fast-growth environments where scalability and agility matter