Senior Manager - Customer Contact Centre

About This Role

A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.

This isn't a back-office reservations role.

You'll lead the team that shapes the guest journey before check-in even begins.

In this role, you'll:

• Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
• Drive booking conversion and revenue performance across all contact channels
• Design and implement innovative, technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
• Coach and develop a high-performing, multi-channel team across voice, email, and digital platforms
• Establish clear KPIs, performance standards, and a strong culture of accountability
• Leverage data and analytics to optimise service levels, conversion, and customer engagement
• Partner closely with Revenue, Digital, and Operations teams to align strategy, inventory, and demand performance
• Ensure every guest interaction is seamless, responsive, and commercially effective
• Build a scalable, future-ready Contact Centre model to support business expansion

You'll thrive in this role if you:

• Have led a large-scale Contact Centre, Central Reservations or Customer Experience function with full ownership of performance outcomes
• Have managed multi-channel environments (voice, digital, chat, automation) in hospitality, airline, travel, retail, e-commerce or similar high-volume sectors
• Think commercially and understand conversion, yield, upsell strategy and revenue impact
• Have successfully implemented technology, automation or digital optimisation initiatives
• Use data confidently to make decisions, drive accountability and improve measurable results
• Are energised by transformation not just maintaining the status quo
• Build and develop high-performing teams
• Balance customer-centric thinking with operational discipline
• Thrive in fast-growth environments where scalability and agility matter