Overview
V&C Associates are delighted to be working with one of the UK largest Student Organisations whom have briefed on an important position for a Student Experience Manager to oversee the student experience teams, with support from Student Experience Team Leads. Reporting to the General Manager, this role ensures outstanding service delivery, consistent execution of operational standards, the creation of a thriving and inclusive student community, and the effective management of operations within budget. The manager is responsible for providing adequate day and night team coverage to maintain a safe, well-kept, and welcoming environment for all, working closely with the Facilities Manager.
Key Accountability / Responsibilities
Key Accountability / Responsibilities
* Acts as a brand ambassador, fostering an environment where residents feel safe, welcome, and informed, and ensuring the team communicates effectively at all times.
* Responsible for attracting, recruiting, retaining, and engaging student experience teams through robust people and performance management.
* Manages team performance, actively participating in reviews and personal development plans.
* Ensures all properties are staffed according to agreed principles, teams are properly trained, and are able to handle expected scenarios.
* Creates a culture of CARE (Connect, Act, Respect and Encourage), enabling delivery of world-class experiences to residents and colleagues.
* Ensures responsiveness to student feedback, resolving issues, escalating when needed, and identifying root causes to prevent recurrence.
* Ensures team adherence to company policies, procedures, and specified working practices, recognising local requirements and highlighting needs for improvement.
* Oversees all customer account management within their cluster, from booking to check-out, including room allocation and maintaining student profiles.
* Drives annual sales performance, proactively generating local sales and summer business revenue in collaboration with central commercial functions.
* Manages sales enquiries, builds rapport with students, leads accommodation tours (face to face and virtual), attends housing fairs, university open days, and other brand-led activities to achieve sales KPIs.
* Maintains a safe environment for all, ensuring compliance checks are completed, recorded, and the team is trained to take prompt action during incidents or emergencies.
* Supports Resident Ambassadors in cultivating a strong student community.
* Ensures properties are clean, tidy, well-maintained, and holds the team accountable for addressing issues promptly.
* Maintains strong relationships with Accommodation/Housing Managers or equivalent Higher Education Partners, delivering operational agreements as expected.
* Understands and drives the sustainability strategy, encourages and empowers the team to contribute to sustainability targets.
Key Success Metrics
* Completion and passing of service audits (NSF, Quality 360) and standards, including cleanliness and property condition.
* High employee engagement scores within the service team.
* Positive service-led Net Promoter Scores (NPS).
* Responsiveness to Higher Education partners and recognition of maintaining a safe environment.
* Strong annual sales performance and revenue generation within the property cluster.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
Industries
* Hospitality and Hotels and Motels
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