Vacancy - Customer Experience Manager - No Longer Available


The Customer Experience Manager will be working very closely with the Head of Operations and Events to deliver 26 outstanding and safe raceday experiences throughout the year, as well driving the customer experience for all Ascot produced events. Throughout the year, these include Luna Cinema, an outdoor theatre and will include the creation of brand new, large scale public events to be held on site all delivered to match a customer’s expectation of an event held at Ascot. 

This is a new role to the organisation and as such will need a dynamic self-starter who has a deep understanding of customer data and outstanding operational and solution finding skills.  We are passionate about delivering superb and memorable customer experiences and this role will be embedding the processes across all of the delivery teams.  It is a role based in Operations but with masses of interaction and communication across all departments to ensure that a united standard is delivered.

As well as the senior stake holder management 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 for all customers.  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 working closely with the insight team to ensure possible operational improvements are discussed and delivered in the future.  Working closely with other stakeholder managers to review and engage with the customer experience for box holders, fine dining customers and our annual members will also be part of the role.  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.



Responsible for overall delivery of raceday experience reflecting the values of ARL and driven by the insight and feedback captured from previous racedays

To be able to interpret customer feedback and data and then analyse and prioritise and identify the operationally achievable outcomes with appropriate time frames

To own and understand the On-site Customer Experience and Delivery for all customer groups across all their touch points including catering

To understand the operational delivery budgets and to maximize customer experience and solution finding within these budgets

To liaise with all stake holder managers from different departments to understand customer experience feedback and to rationalise and prioritise it and then influence and lead other delivery teams to achieve these improvements in suitably agreed time frames.

To be responsible for the sites presentation, ensuring it adheres to racecourse and brand standards

Oversee the schedule and delivery of the on-site entertainment in alignment with the 3 year strategy plan and work closely with the managers in the marketing and sales department to deliver relevant requirements. 

Continue to evolve, innovate and develop sustainable, raceday entertainment and design plans in line with the long term strategic vision of the racecourse and the post raceday marketing led insight

Working with the Training Manager to deliver a values training programme to all temporary staff to produce outstanding customer experienceWith the Event Build Manager ensure the delivery of temporary facilities is in line with customer expectation and values of Ascot

Design the customer experience wayfinding and ensure the signage team delivers suitable temporary signage across the site and the external contractors deliver the wayfinding signage strategy at Royal Ascot

Manage the customer behavioural management strategy with the Operational Contracts ManagerIn conjunction with the on-site labour team ensure that all furniture, barriers and signage are placed to deliver the best customer experience possible within budgetSponsorship liaison to ensure delivery of brand activation in line with agreed customer experience

Through active involvement in RCA operational groups and other venue visits, to ensure that Ascot Racecourse leads the way in customer experience.Work with the Event Project Manager where required to deliver outside racing eventsWork with the Event Project Manager to deliver operational customer experience excellence for C&E EventsGeneral support to the Head of Operations and Events



Such other duties as the Company may, at times, reasonably require.



Solid operational experience as this role sits within the Operations Department and the right candidate will be able to see relatively quickly those initiatives, suggestions and the feedback that can actually be delivered within budget

Minimum of 5 years’ experience of delivering customer experience based solutions in large scale events or multi-site venues

Ability to demonstrate previous customer experience delivery improvements as well as solution finding

Experience of delivering brand values and customer experience training to temporary staff

Experience of delivering customer experience values to Permanent Team

Understanding of Brand awareness and design and the impact on the customer

Budget Management of over £1,000,000

Excellent oral and written communication skills at all levels

Excellent administrative skills, budgetary and staff management experience



The successful candidate will be a proven, 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 across senior level stake holders and directors.


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.



A well motivated self-starter            

Positive attitude      

Common sense

Flexible attitude to the role

Attention to detail                  

Ability to work well under pressure



The jobholder should understand our values to enable them to promote Ascot as a first class leisure venue and to ensure that all customers receive the best possible level of service.  These include:


Lead the way


Make every moment delightful


Take care of the detail



In accordance with Health and Safety regulations the jobholder is required to take reasonable care for the health and safety of themselves and of the persons who may be affected by their activities. The jobholder must co-operate with the Company to enable them to meet their legal duties. This will include awareness of all Health and Safety issues relating to the role including risk assessment, emergency procedures, office safety and additional relevant training. This list is not definitive.


The jobholder will be required to work closely and courteously with colleagues from all internal departments of the Company, visitors, customers, the management team, participants in racedays and suppliers to support the department’s role.

This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not part of the contract of employment.

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Posted on Tuesday Mar 21