Job Description

Lead, Inspire & Elevate Owner Experience - Become Our Next

Owner Success Manager

!

Salary:

Up to 33,280 per annum

Working Days & Hours:

Monday to Friday (occasional weekends) - 37.5 hours per week.

Working Location:

Chester Head Office - Hybrid working available post probation.

Team:

Owner Success

Reporting to:

Senior Manager - Owner Success

Closing Date: Friday 12th December

About the Role

Ready to make a real impact? As our new Owner Success Manager, you'll champion outstanding service for our property owners, leading a talented team of Account Managers who build trusted partnerships and deliver unforgettable owner and guest experiences. If you're a natural leader with a passion for people, improvement, and exceptional hospitality, this is your moment.


You'll be shaping a team that goes above and beyond,driving performance, enhancing relationships, boosting retention, and delivering those memorable 'unreasonable hospitality' moments our owners love.

What You'll Do

?? Lead, coach, and motivate a team of Account Managers to deliver best-in-class service. ?? Act as the go-to expert for complex owner queries, strengthening relationships and ensuring high satisfaction. ?? Keep detailed, accurate records across owner and booking profiles. ?? Set clear performance goals and drive continuous improvement across your team. ?? Spot opportunities to grow owner value through personalised upselling and service. ?? Escalate urgent issues thoughtfully and effectively. ?? Boost our Net Promoter Score by nurturing positive, long-lasting owner relationships. ?? Create and deliver training, coaching, and onboarding for new team members. ?? Partner with senior leaders and departments across the business to align on retention strategies and big-picture goals.

Live our values every day: One Business One Team, Keep It Simple, Grow & Learn, Sustainable Impact.

What You'll Bring:

? Strong, proven experience in account management, customer service, or managing large client portfolios ? Inspiring leadership skills with a track record of driving performance and delivering results ? Excellent communication and relationship-building abilities ? Demonstrated success in boosting owner retention, increasing lifetime value, and improving NPS ? Outstanding organisational skills and the ability to juggle multiple priorities ? A proactive, solutions-focused mindset and passion for continuous improvement

Bonus Points For:

Experience in holiday letting or hospitality Strong local knowledge Confidence handling high-net-worth or luxury clients Phone & face-to-face customer experience Quick adaptability to new systems and processes

Why You'll Love It Here:

Annual performance based bonus 33 days holiday (including bank hols) + extra days with long service Your birthday off, just because! Two paid volunteering days each year Proud to be a BCorp - committed to people & planet Enhanced Maternity & Paternity leave (24 weeks maternity, 3 weeks paternity at 100% pay) Generous discounts on stays for you, family & friends Employee savings scheme 24/7 mental health support + health cash plan Loads of training & development opportunities + Long service awards

About Sykes Holiday Cottages

Sykes Holiday Cottages is all about helping people make amazing holiday memories. What began as a small, family-run business 30 years ago, has grown into a team of 1,700 passionate people, now part of the Forge Holiday Group.


Today, we look after over 23,400 holiday homes across the UK and Ireland, from romantic hideaways for two to epic getaways for 20+. We're proud to be B Corp certified, which means we're serious about doing business the right way, creating fair, inclusive, and sustainable travel experiences for everyone.




We value

diversity and inclusion, bring your authentic self to work! Need adjustments for the recruitment process? Just ask, our team is happy to help.

Apply today and turn your passion and drive into success!