Senior Guest Experience Manager

Job description

The Role At Serravalle Designer Outlet, we are looking for an exceptional Senior Guest Experience Manager to elevate hospitality across the centre and make every visit feel welcoming, seamless and memorable. You will lead the full guest experience operation—from Guest Services, the Guest Lounge, Clienteling and personal shopping to family attractions, shopping services and premium parking—setting ambitious standards and ensuring they come to life every day. Leading three direct reports, an in-house team of around 16 and approximately 25 partner colleagues, you will combine strategic thinking with visible operational leadership and help shape the future of Serravalle’s guest-facing spaces. What You’ll Be Doing Define and deliver Serravalle’s guest experience plan, continually raising standards across the full guest journey. Lead, coach and develop the in-house team while holding outsourced partners accountable for quality and performance. Guide premium services and personalised guest journeys that strengthen satisfaction, loyalty and commercial results. Use guest feedback and KPIs to improve performance, resolve issues and identify new service opportunities. Own the Guest Experience budget, forecasting and cost control, balancing exceptional service with commercial value. Source and manage suppliers, ensuring guest-facing areas are beautifully presented, maintained and operated to the highest standards. Partner across Facilities, Tourism, Retail and luxury brands to deliver joined-up services and shape the redesign of key guest spaces. Participate in the centre duty management rota and respond confidently to operational incidents. Job Description To Be Successful You’ll Bring Significant leadership experience in luxury hospitality, ideally within a large hotel or resort group and across broad guest services, guest relations or operations. A strong record of leading sizeable in-house teams and outsourced partners, raising standards and developing people. Experience overseeing premium lounges, food-and-beverage environments and multiple guest amenities or leisure facilities. Commercial acumen, including budgets, forecasting, cost control, supplier sourcing and contract management. Experience opening, maintaining or redesigning guest-facing spaces, with the operational insight to influence effective design. Confidence using guest feedback and KPIs to make sound decisions and drive improvement. Excellent stakeholder skills and the ability to thrive in a complex, international organisation. Fluent Italian and English, with flexibility to work around centre trading requirements and join the duty management rota. Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 30%. 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 organisation. 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. #LI-KH1 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. The compensation offered will depend on demonstrated skills, experience, and location. We believe in transparency. Our pay ranges are based on market benchmarks and internal equity, ensuring equitable compensation for equivalent skill levels across roles. We're committed to creating an inclusive recruitment experience for everyone. If you need any adjustments or support during the application or interview process, please let us know. We're happy to work with you to ensure you can participate fully and showcase your skills and experience. Contact: McArthurGlen 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.