Guest Experience Manager - West MidlandsCompany DescriptionMcArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.Job DescriptionGreat guest experience sits at the heart of what we do -could you be part of it?We’re looking for a passionate leader to play a key role in creating memorable, first-class experiences that leave a lasting impression at our West Midlands designer outlet centre.As Guest Experience Manager, you’ll be the driving force behind every touchpoint of the customer journey – from arrival to departure. You’ll champion a culture of excellence, constantly elevating service standards, removing pain points, and delivering moments that feel truly extraordinary.This is your chance to shape and lead a best-in-class guest experience in a dynamic, customer-focused environment. If you’re ready to make an impact and bring fresh thinking to a premium setting, we’d love to hear from you.Responsibilities include:Lead, inspire and develop a high-performing Guest Services team.Own and evolve the centre’s guest experience strategy.Proactively resolve issues and turn challenges into standout service moments.Drive service innovation by bringing fresh ideas and industry trends to life.Deliver against key KPIs, boosting both guest satisfaction and commercial performance.Collaborate with the wider centre team to create seamless, outstanding experiences.Analyse performance data and continuously improve service delivery.QualificationsCustomer-first mindset with real passion for delivering standout experiences.Proven leadership and line management experience. Ideally in hospitality, leisure, or a similar guest-focused environment.Highly organised, able to multitask and thrive in a fast-paced setting.Commercially aware, with experience driving performance and results.A natural communicator who can engage and influence at all levels.Full of energy, ideas, and a desire to continuously raise the bar.Additional InformationCompetitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 25%.Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.Volunteering Days: Benefit from 2 paid volunteering days per year.Exclusive Discounts: Access special discounts at our Designer Outlets.Flexible Working: Hybrid working options where possible to accommodate your needs.International Exposure: Work with colleagues across eight countries within a global organization.Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future. McArthurGlen is committed to the equity of all qualified individuals. In keeping with our dedication, we will take the steps to assure that anyone with disabilities is provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process and/or to receive all other benefits and privileges of employment, please contact Recruitment@mcarthurglen.com