Job Ref: KGH11852
Branch: Commercial Hub
Location: Rugby-Northampton
Salary/Benefits: From £38,000 per annum plus benefits
Contract type: Permanent
Hours: Full Time
Hours per week: 40 hours per week
Posted date: 17/06/2026
Closing date: 03/07/2026
Reporting to the Head of Reservations, Meetings Events, you’ll play a pivotal role in shaping the frameworks, processes and standards that enable our Reservations, Meetings Events team to deliver exceptional service, maximise conversion and support commercial performance.
This is an exciting opportunity for someone who thrives on using data, insight and collaboration to develop teams and improve customer experience, operational efficiency and business results.
About the Role
You’ll act as the driving force behind quality assurance, process improvement and performance optimisation across our RME functions.
Working closely with RME leaders and stakeholders across the business, you’ll identify opportunities to improve ways of working, strengthen governance, enhance customer journeys and ensure our teams have the tools, processes and support they need to perform at their best.
Key responsibilities include:
- Delivering training and coaching to RME team members.
- Conducting quality assurance reviews across calls, emails, enquiries and customer interactions, identifying opportunities for improvement and coaching.
- Using quality, commercial and operational data to identify trends, provide insight-led recommendations and improve conversion, revenue capture and customer experience.
- Developing, reviewing and maintaining SOPs, governance processes and operational standards.
- Supporting the optimisation of CRM platforms, workflow tools and commercial technologies.
- Identifying opportunities to automate manual processes and simplify ways of working.
Other businesses may refer to this role as Quality Assurance Manager, Operational Excellence Manager, Continuous Improvement Manager, Performance Improvement Manager or Commercial Operations Manager.
About You
You’re a highly organised and detail-focused professional who enjoys turning insight into action. You combine strong analytical skills with commercial awareness and have a genuine passion for improving processes, performance and customer outcomes.
We’re looking for someone who brings:
- Experience leading quality assurance, performance improvement or operational excellence initiatives within a contact centre, commercial hub or customer service environment.
- The ability to identify areas of training need, with experience in train, coaching and develop a team in sales and revenue generation.
- A proven track record of delivering process, technology, workflow or automation improvement projects and embedding sustainable change.
- Strong analytical skills with the ability to interpret performance, conversion and operational data to drive decision-making.
- Commercial awareness and an understanding of customer experience, revenue generation and conversion drivers.
- Strong stakeholder management and influencing skills, with the ability to build credibility across multiple teams.
- Advanced Microsoft Office skills, particularly Excel and PowerPoint.
- Experience of CRM, workflow management and reporting systems.
- A proactive, solutions-focused mindset with a passion for continuous improvement and operational excellence.
Benefits
Our rewards package includes:
- Career development and access to funded apprenticeships
- Discounts on hotel stays and a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.
Next Steps
A member of our recruitment team will be in touch to arrange a 15-minute phone conversation with shortlisted candidates. This will be an opportunity to learn more about the role and for us to understand your experience in more detail. If successful at this stage, you will be invited to meet with the Head of Reservations, Meetings Events.
We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.
At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [email protected] - we’re here to support you.
Who are Kew Green Hotels?
Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.
Learn more about who we are and what drives us at www.kewgreenhotels.com.
