Annual salary: £45,000 per annum
Join us Regional Owner Experience Manager, Creating Unforgettable Holidays!
- Salary: £45,000 per annum
- ️ Working Hours: 37.5 hours per week, 9am until 5.30pm
- Days of Work: Monday to Friday, (occasional Saturday working may be required to meet the business needs) .
- Location: 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 across both Coast & Country Cottages, Dartmouth and Salcombe office & Helpful Holidays, 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.
- ➡️ Ensure teams consistently deliver agreed company-wide service levels across email, owner messaging, call handling and case management.
- ➡️ Provide regular performance reporting across key business objectives, including NPS, stock quality, owner retention, net property rate, team engagement, property compliance and financial management.
- ➡️ Develop and maintaining strategic partnerships within the local community to strengthen the regional brand presence and enhance the ‘local brand’ feel.
- ➡️ Use data and insight to identify opportunities for operational improvement and commercial growth within the brand..
- ➡️ Ensure effective regional controls and governance are in place to manage risk and maintain compliance.
- ➡️ Provide effective 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 to identify 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 Coast & Country Cottages?
Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath-taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.
Why You’ll Love Working With Us
At Coast & Country Cottages & Sykes, we believe in rewarding our people:
- Annual bonus scheme linked 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.
If you’re passionate about creating unforgettable holidays, we’d love to welcome you to the Coast and Country Cottages Team. Apply now!
