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.
