Tourism & Guest Experience Manager, London Designer Outlet

  • Location: London
  • Salary: Competitive
  • Contract: Full-time, permanent

London Designer Outlet are currently seeking a Tourism & Guest Experience Manager, who’s principle aims are:

  • To develop and grow tourism footfall by continuing to manage existing relationships with travel trade and partners
  • To research and develop new relationships and partnerships targeting international and domestic tourists to the centre
  • To promote LDO as a destination and an integral part of the Wembley Park estate
  • To develop the services the centre has to offer to ensure that London Designed Outlet are a renowned destination to drive total spend from tourists
  • To ensure the business delivers the best guest experience for visitors

Key responsibilities:

  • To establish relationships with Wembley Park and local stakeholders to maximise London Designer Outlet as a destination
  • Develop new advertising opportunities where the LDO can be promoted to the tourism market
  • Manage the tourism budget to ensure that there is no overspend and it utilised and prioritised
  • Attend and seek opportunities at B2B trade shows, tracking output and follow up
  • Manage international based agencies and track progress and performance
  • Working within the marketing function, working collaboratively with agencies to ensure tourism related opportunities and events are communicated and delivered accordingly
  • Create and develop a trade sales marketing plan
  • Obtain and review data so we can report the success of any tourism initiatives
  • To coordinate the delivery side of One Wembley Park through Tourism e.g., Coniq systems and to be responsible for all communication to the tourism segments
  • To establish relationships with local hotels, concierge, event venue and tenants within LDO to support the grow of inbound international and domestic tourism and Destination Wembley
  • Monitor the KPIs for the growth of the tourism business and report back on these at monthly intervals
  • To understand the tourism and international event calendar, influencing London Designer Outlet’s marketing calendar
  • To lead the culture of Guest Services and customer service across the centre working with the Guest Services operating team
  • To be the communications conduit between the LDO Management Team and Guest Services Team
  • To manage the services provided by Guest Services including Dropit
  • Duty Manager responsibilities with occasional weekend work
  • To develop and institutionalise a seamless and engaged service culture where everyone will go the extra mile for guests, colleagues and retailers embracing the LDO values
  • Working with key stakeholders to identify all the contact points for guests at every stage of the LDO experience and ensure that those points of interaction deliver a consistently excellent experience

Key skills & experience: 

  • Highly commercially aware with outstanding relationship building skills
  • Tourism marketing experience preferably marketing a destination or attraction
  • Hospitality/retail would be an advantage
  • Demonstrable leadership abilities with a clear ability to build rapport and inspire trust and confidence
  • Excellent verbal and written communication skills
  • Personal and professional gravitas
  • A committed and keen team player, prepared to ‘go the extra mile’ to deliver results and support the business
  • Self-motivated who is a self-starter
  • Completely guest centric with a clear ability to innovate coupled with commercial pragmatism
  • Mandarin or Arabic speaker would be beneficial
  • Experience in marketing to foreign nationalities

How to apply: please email your CV and cover letter to Michelle D’vaz Plant, Head of Marketing.