Guest Engagement Manager

h3About the role /h3pAs our Guest Engagement Manager, you will own MMV's first-party database strategy across Membership and Private Client Services. Your main objective is to grow the impact of our guest engagement programme on Village performance — acquiring new, high-quality members and private clients, encouraging them to visit and spend more, and building long-term loyalty through personalised engagement. /ppYou will define a new way of engaging with guests by understanding where they are in the customer journey and influencing their next steps to maximise relevance. Through clienteling at scale, you will ensure guests receive real value in exchange for their spend and data — earning richer insight in return and enabling us to continuously optimise our strategy, build a genuine community, and positively impact customer lifetime value. /ppYou will set the strategic direction and data-led priorities for the team, and ensure this translates into aligned action across Communications Content, Partnerships Experiences, Retail and Hospitality. /ph3Key responsibilities /h3pThe

key responsibilities
of this role will include the following: /pulliLead and develop the Guest Engagement team (Membership PCS Coordinator, PCS Manager) and drive the relevant KPIs for Membership PCS /liliDefine and deliver the Guest Engagement strategy, identifying and deepening growth opportunities across membership and private client segments /liliExpand the membership database through targeted recruitment initiatives and drive new-member growth as a core KPI /liliGuide and coach the PCS Manager to actively prospect and acquire new private clients, embedding acquisition alongside retention and clienteling as a core focus /liliMap and understand the guest customer journey, identifying where members and private clients are and influencing their next best action to maximise relevance and spend /liliAnalyse guest performance and behavioural data to identify loyalty drivers, risk of churn and segment opportunities — and translate these into concrete strategic and tactical action plans /liliOwn the Guest Engagement budget and set KPIs and objectives for Membership PCS moments /liliDeliver yearly and quarterly tactical action plans /liliDrive alignment across all different departments /liliStay ahead of trends and market developments relevant to loyalty, CRM and the private client landscape /li /ulh3About you /h3pWe are looking for an individual who can display the following experience and

skills:
/pulliProven experience in CRM, loyalty, membership or guest engagement, ideally in a (luxury) retail or hospitality environment /liliStrategic and data-driven mindset, with the ability to translate data dashboards and behavioural insight into clear recommendations and actions /liliStrong understanding of customer journey mapping and personalised engagement or clienteling strategies /liliExperience managing and developing a team, with the ability to build accountability and drive results through people /liliConfident in aligning and influencing stakeholders across multiple functions in a complex, fast-moving environment /liliEffective decision-maker who is comfortable with ambiguity and competing priorities /liliExcellent communicator with strong organisational skills /liliFluent in English; knowledge of Dutch and/or French is an advantage /li /ulh3There’s no one quite like us /h3pThe Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 12 Villages in Europe, China and New York as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams. /ph3What we do for you /h3pThe key to our success is the quality and commitment of our people. In return for your dedication and hard work, you’ll receive a generous salary and along with a competitive benefits package including 31 days annual leave, along with extra leave on your birthday and if you are getting married or moving, you will receive discounts throughout our villages, a very generous employee referral bonus, access to private medical and dental cover, along with many more benefits /ph3Come and live your story with us /h3pThe key to our success is the quality and commitment of our people. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen. We have huge ambition for what we can achieve together and we want to have fun /p