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Customer Experience Manager

Ascot Racecourse
Location Ascot, UK
Posted 19/12/2016
Closes 18/01/2017
Sector Leisure & Health, Venues & Suppliers
Function Events & Operations, Event Planning & Competition Management, Venue Management & Spectator Services
Contract Type Permanent
Hours Full Time
Salary Up to £45000

Job Description


It means more at Ascot. Everything is in its place as we meticulously apply the finishing touches to create breathtaking occasions at the iconic Ascot Racecourse. We strive to deliver an uplifting guest experience; an experience which always anticipates our guest’s needs and is seemingly effortless. We are custodians of over 300 years of history, we have a duty to respect and celebrate our heritage which makes us original. We always look and act the part. We are smart, stylishly turned out and courteous, communicating with respect. This is the Ascot Way.


The Customer Experience Manager will be working very closely with the Head of Operations and Events to deliver outstanding and safe raceday experiences 26 days of the year.  You will be working with the Planning Team and the Operational Contracts Manager to bring customer experience through the entire planning and execution of all racedays and non-racing events.  To innovate, create and deliver racedays and non-raceday events that continually ‘Raise the Standard’. 

This is an incredibly diverse role, covering all aspects of customer experience across  raceday planning and includes, but is not limited to: Security, Car Parking, Traffic Management, Mobility Plans, Health and Safety, Accreditation, Medical Services, Local Agency Management, CCTV, Heliports, Racecard sales, Staff handbooks, Site Dressing, Big Screen Hire, Entertainment and Bands and Furniture. 

Close liaison with other departments especially the marketing department to ensure that the pre-event journey is consistent with on-site delivery and then working closely with the insight team to ensure possible operational improvements are discussed and delivered in the future.  Other departments that deliver the customer experience and therefore will require close liaison include grounds, facilities and the catering partnership.  The Operations team holds the master plan for the day and this role will be responsible for ensuring seamless delivery across all aspects of the on-site customer journey.


The successful candidate will be a motivational leader of both contracted and full-time staff.  They will know how to get the best out of the permanent team by coaching them to successful delivery.  Whilst this is a very active role the right candidate will understand the value of knowing the detail but also being able to take a bird’s eye view of the tasks ahead of them.  They will be an expert at putting the customer at the centre of everything and ensuring that they work seamlessly with the rest of the Operations team to deliver this in budget.

They should be able to grasp concepts quickly and to work at a fast pace to suit not only the department, but also the Organisation.  They will be a practical and efficient problem solver and will be used to working in a close knit team and will understand the importance of communication both in the team and across the wider business.

Attention to detail should be a key attribute of the successful candidate, as well as being highly organised.  The right person for this role will naturally bring order and system to their workplace and surroundings and will understand the importance of the aesthetics of delivery in all that they do.

Ultimately, the successful candidate will be able to stand in for the Head of Operations and Events in meetings and will be able to make the appropriate decisions for the business.  This will require an inquisitive mind that wants to learn and grow with the department and into the role.  They will have suitable gravitas and will have acted at a senior level in their current role.


Alongside a very competitive salary, you will be able to take advantage of a great package. We offer complimentary tickets for each race day that you can give to friends or family, discounts in selected stores on Ascot High Street, as well as a Pension Scheme and Life Assurance. We are also keen to support employees with opportunities to grow and develop within Ascot Racecourse.

Ascot Racecourse

Ascot Racecourse is an English racecourse, located in the village of Ascot, Berkshire, used for thoroughbred horse racing. It is one of the leading racecourses in the United Kingdom, hosting 9 of the UK's 32 annual Group 1 races.