Customer Contact Centre Manager
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Job Summary
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
