Guest Experience Manager | Management Suite
Full Time | 40 hours/week
Job Description
Job Title: Guest Experience Manager
Location: Silverburn, Glasgow
Hours: 40 hours per week – typically Mon to Fri with weekend work as required
About Silverburn
Silverburn is Scotland’s leading retail and leisure destination with a wide range of renowned international brands, restaurants, and entertainment experiences. We pride ourselves on the quality and competitiveness of our offer, and our mission is to elevate every guest experience.
Since 2022 Silverburn has been owned by Henderson Park and Eurofund, asset managed by Eurofund and property managed by Workman.
Job Purpose
The Guest Experience Manager leads the Guest Services team at Silverburn Glasgow to deliver a consistently, accessible and commercially supportive guest experience. The role owns the day-to-day operation of the Guest Services Desk and Shopmobility, whilst also acting as a centre wide point of escalation, a key liaison with retailers and Workman.
This is a hands‑on management role, The Guest Experience Manager is expected to split their time between active presence on the Guest Services Desk, the mall floor and time in the Management Suite on planning, reporting and stakeholder work. They lead, coach and develop a team of 8 Guest Services Advisors, and are the first point of contact for escalated guest issues, retailer queries and Shopmobility matters.
Key Responsibilities
Leadership and Team Management
- Lead, motivate,coachand develop the Guest Services team, setting clear service standards and leading by example.
- Foster a positive and collaborative team environment and ensure the team is appropriately resourced at all times.
- Manage staffingrotas, performance reviews,objectives, personal development plans,trainingand coaching.
- Attend training and development activities and ensure continuous development opportunities for the team.
Guest Experience & Service Excellence
- Champion guest service excellence across the centre, influencing and supporting all departments to deliver world‑class service.
- Monitor guest service delivery, statistics, feedback, complaints,complimentsand mystery shopping results, conducting regular service healthchecksand reporting findings to management.
- Continuously review and challenge service delivery standards, recommending and implementing improvements and innovative guest services.
- Lead on responding to guest compliments and complaints, ensuring they are tracked, resolvedprofessionallyand escalated where necessary.
Operations & Compliance
- Oversee the day‑to‑day operation of the Guest Services Desk and Shopmobility service.
- Ensure all Guest Services and Shopmobility policies, procedures and documentation remain up to date and compliant.
- Take responsibility for management of the Safe Child safe scheme, ensuring itremainseffective,promotedand understood by retailers and centre teams.
- Ensureaccuratereporting, audits, records and compliance with all centre procedures and standards.
- Working closely and in partnership with the Retail Business Manager build and maintain excellent relations with retailers and assist in retailer initiatives, utilising the skills and expertise of the Guest Service team. Support with sales collection and retailer communications as required.
- UtiliseKinexio (formerly known as Mallcomm)to support retailer communications and engagement.
- Lead the promotion of mystery shopping across centre teams and support retailer participation.
- Liaise with Marketing and Commercial teams to raise awareness of services, events and initiatives, and support event delivery whenrequired.
- Support the effective delivery of the Silverburn Gift Card service in partnership with the Marketing Team.
- Attend weekly and monthly management meetings, communicating opportunities,risksand service improvement initiatives.
General
- Undertake any other reasonable duties as required to meet the needs of the business
- Attend any training and development courses as necessary
- Act as (when required on a rota basis) the Duty Manager for the centre. (Full training will be provided).
Skills and Experience
- Proven experience in a customer‑facing management role
- Strong people management and leadership experience
- Excellent coaching, delegation, and team development skills
- Strong communication and problem‑solving abilities
- Ability to lead in a fast‑paced, customer‑focused environment
- Competent IT skills (Word, Outlook, Excel) to efficiently prepare any reporting necessary
- Experience in shopping centre, retail, or hospitality sectors
- Experience managing large or multi‑functional teams
- Knowledge of customer experience strategy and service excellence frameworks
What We Will Do for You
- Continuous Learning: Access to tailored training programs, workshops, seminars, and industry conferences to enhance your skills and stay updated with the latest security trends.
- Growth Opportunities: Pathways for career progression and new challenges within our organization, fostering a culture of growth and advancement.
- Performance Recognition: Acknowledgment of your achievements and outstanding performance through various recognition programs, creating a positive and motivating work environment.
- Supportive Leadership: Guidance, mentorship, and resources from our committed leadership team to support your success and help you thrive in your role.
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