Job Description

[Employer hidden — sign up to reveal] is part of the [Employer hidden — sign up to reveal]. As Senior Guest Experience Manager (internally Senior Pier Manager), you will lead the guest experience across London piers (Tower, Westminster, Greenwich, Waterloo).

Essential Duties & Responsibilities

• Customer Experience Leadership: Lead delivery and continuous improvement of guest experience standards using customer satisfaction and revenue insights.
• People Management: Lead, develop and motivate Pier Managers and Team Leaders; manage performance and ER cases with HR.
• Operational Excellence: Deliver on-time departures, oversee ticketing/POS systems, cash control, and operational records.
• Safety & Compliance: Champion safety-first culture, lead risk assessments, ensure compliance with TfL/LRS procedures.
• Stakeholder Engagement: Maintain strong relationships with external stakeholders including LRS and trade unions.

Requirements & Qualifications

• Proven leadership of customer-facing teams in high-footfall, fast-paced environments (transport, attractions, retail, hospitality, tourism).
• Track record of driving NPS/CSAT improvements and commercial outcomes.
• Rostering and dynamic resource management experience.
• Training, coaching, and performance management across multi-site operations.
• Proficient in MS Office and familiarity with retail software platforms.
• Budget management and ability to interpret data.
• Excellent communication, problem-solving, and analytical abilities.
• Experience in unionised environments (desirable).

Additional Information

[Employer hidden — sign up to reveal] is an equal opportunities employer. Application deadline has passed. Apply via this link.