THG is one of the world's leading online beauty and wellbeing retailers, home to premium brands such as lookfantastic, ESPA, GlossyBox, and Myprotein; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity. Our 4,500-plus employees represent 66 nationalities and work in offices located in 10 cities around the globe.
Our culture is fast- paced and unique, we recognise great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to THG and play a part in driving the Group forward on its truly exciting journey. We invest in the development of our people to help everyone achieve their full potential.
At THG we have recently added to our health, wellbeing and hospitality portfolio with the acquisition of The Eclectic Collection. King Street Townhouse Hotel and Great John Street Hotel are based in the thriving city centre of Manchester, thus providing a great platform to further enhance THG’s ever-growing brand in the marketplace.
As the Head of Customer and Brand Experience you will report directly into the divisional CEO and be responsible for owning the complete end-to-end customer experience and deliver exceptional, 5-star industry service across our properties such as Hale Country Club, King Street Townhouse and Great John Street Hotel. The successful candidate will be responsible for highlighting and implementing significant enhancements to the end-to-end customer experience through improvements to the overall customer journey. You will partner with the divisional CEO and General Managers across our portfolio to deliver on the overall customer and brand strategy.
You will be responsible for ensuring that our vision is delivered across the portfolio to ensure standards are maintained. If necessary, lead the culture shift with clear development plans set in place to enhance the customer experience and brand exposure. You will be responsible for implementing and driving customer satisfaction across all engagement touchpoints and set clear measurements.