Job Advert
Job title: General Manager and Head of Customer Experience
Based at: Newmarket Racecourse
Contract type: Permanent
Hours: 37.5 hours per week
About the role
We have a fantastic opportunity for a General Manager & Head of Customer Experience to lead the customer and participant experience strategy across the Newmarket & Lambourn hub, while providing overall leadership of Newmarket Racecourses. The role will ensure every interaction reflects exceptional standards of service, hospitality and venue presentation, creating memorable experiences for customers, participants, colleagues and stakeholders.
About The Jockey Club
The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National, The Cheltenham Festival & The Derby. Owning & operating 15 courses, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond.
As the largest commercial group in British racing, we are guided by our mission to act for the long term good of the sport. Every penny we make goes back into racing to promote excellence within Britain’s second biggest spectator sport. Our people are what makes this possible
At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.
The General Manager & Head of Customer Experience will
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Providing overall leadership of Newmarket Racecourses while championing an exceptional customer and participant experience across the Newmarket & Lambourn hub.
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Leading, motivating and developing high-performing teams across Customer Relationship Development, Community Engagement, and Owners & Trainers services.
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Driving a culture of excellence, accountability and continuous improvement, ensuring every touchpoint reflects the highest standards of service, hospitality and venue presentation.
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Developing and delivering customer experience and community engagement strategies that strengthen loyalty, reputation and stakeholder relationships.
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Shaping and implementing the strategic vision for Newmarket Racecourses, aligned to The Jockey Club's wider objectives and long-term ambitions.
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Working collaboratively across racing, commercial and enabling functions to deliver a compelling fixture list, race programme and visitor experience.
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Taking ownership of racecourse budgets, commercial performance and strategic investment plans, identifying opportunities for growth, efficiency and innovation.
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Building strong relationships with industry participants, local communities, racing authorities, committee members and key stakeholders, acting as an ambassador for Newmarket Racecourses.
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Ensuring all raceday and non-raceday experiences are delivered safely, efficiently and to exceptional standards, creating lasting memories for customers, participants and stakeholders alike.
About you
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A proven senior leader with experience in customer experience, hospitality, leisure, sport, events or other customer-focused environments.
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Experienced in leading high-performing teams and creating a culture of excellence, accountability and exceptional service.
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Passionate about delivering outstanding customer and participant experiences that create lasting memories.
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A strategic thinker with the ability to turn insight, feedback and data into meaningful improvements and commercial results.
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Skilled at leading across complex, fast-paced operations, balancing long-term priorities with day-to-day delivery.
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An exceptional relationship builder, able to influence and collaborate with colleagues, industry partners, members, sponsors, customers and stakeholders.
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Commercially astute, with experience managing budgets, resources and investment to maximise performance and value.
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Innovative, resilient and solutions-focused, continually seeking ways to enhance the customer journey and venue experience.
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An authentic, values-led leader who inspires others, champions inclusivity and acts as a credible ambassador for The Jockey Club.
What we offer in return
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All colleagues can go along to any of our race day or music events free of charge – along with 3 friends or family with our TeamPass Ticket scheme.
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An award-winning pension scheme provider with a generous employer contribution
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A healthcare cash back plan enabling you to claim money back on health & wellbeing services.
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25 days annual leave
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Access to a suite of Learning & Development training resources from renowned providers
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A whole host of other benefits including free eyecare vouchers, a ride to work cycle scheme & discounts across varying retailers & services.
If you think you have everything we’re looking for and more, then we’d love to hear from you. Don’t hang around, our closing date for this vacancy is 11th August but we reserve the right to bring this forward if we have many applications.
This role may be subject to a criminal record check, standard or enhanced DBS check or BHA Suitability Check. By applying you confirm that you are happy for these checks to be carried out.
