Customer Experience Manager
We are excited to introduce a brand-new role, which we’re calling our 'Customer Experience Manager'. This is a full-time, permanent position at the heart of our operations. Working directly with the owners, you’ll be responsible for ensuring every visitor enjoys a memorable and positive experience with us.
We’re looking for a candidate with the right personality, attitude, and experience — someone who embodies the ethos of Kenyon Hall Farm. Specific qualifications are less important than the right values. If this sounds like you, read on to learn more!
About Kenyon Hall Farm:
Kenyon Hall Farm is a family-run business offering a unique countryside experience. Our farm features a farm shop, café, plant centre, pick-your-own experience and seasonal events. We focus on local produce, sustainable farming, and creating wholesome, educational and memorable visits for our guests.
Key Responsibilities:
As Customer Experience Manager you’ll play a key role across all visitor-facing aspects of the farm, working closely with all departments, especially the events team, to ensure a seamless and enjoyable customer journey. While you’ll have the freedom to shape this role as you progress, your core responsibilities include:
Experience Management
Send an email to [email protected] with ‘Customer Experience Manager’ in the subject line. Please attach your CV and include a brief description on why you’re well-suited to this role. Note: This is the first time we’ve recruited for this role, and we’re committed to selecting the best fit for our team. We can be flexible with the start date, shift patterns, and some specific responsibilities to accommodate the right candidate. Don’t hesitate to apply, even if you have questions about these finer details.
We are excited to introduce a brand-new role, which we’re calling our 'Customer Experience Manager'. This is a full-time, permanent position at the heart of our operations. Working directly with the owners, you’ll be responsible for ensuring every visitor enjoys a memorable and positive experience with us.
We’re looking for a candidate with the right personality, attitude, and experience — someone who embodies the ethos of Kenyon Hall Farm. Specific qualifications are less important than the right values. If this sounds like you, read on to learn more!
About Kenyon Hall Farm:
Kenyon Hall Farm is a family-run business offering a unique countryside experience. Our farm features a farm shop, café, plant centre, pick-your-own experience and seasonal events. We focus on local produce, sustainable farming, and creating wholesome, educational and memorable visits for our guests.
Key Responsibilities:
As Customer Experience Manager you’ll play a key role across all visitor-facing aspects of the farm, working closely with all departments, especially the events team, to ensure a seamless and enjoyable customer journey. While you’ll have the freedom to shape this role as you progress, your core responsibilities include:
Experience Management
- Oversee the entire customer journey, ensuring a smooth, safe, and enjoyable experience from entry to exit.
- Address and resolve customer feedback or complaints promptly and professionally.
- Enhance customer experiences during seasonal activities and events.
- Work with and supervise colleagues to oversee smooth day-to-day operations.
- Identify operational tasks and either action or delegate them appropriately.
- Handle technical duties such as managing online ticket releases (training will be given).
- Create professional signage, posters, and visitor instructions.
- Respond to telephone, email, and face-to-face inquiries.
- Identify and implement strategies to improve the customer experience.
- Stay informed about industry trends to keep Kenyon Hall Farm at the forefront of customer service.
- Gather and analyse customer feedback to inform business decisions.
- Inspire customer-facing teams across the café, farm shop, plants and events.
- Communicate effectively with all staff to ensure consistent customer service.
- Work with the marketing team to ensure customer-facing materials are on brand.
- Monitor team performance, providing coaching and feedback to ensure high standards.
- A values and purpose driven person.
- Proven experience in customer service or hospitality, with some level of management responsibilities, ideally in retail or visitor attractions.
- Strong leadership skills, with a commitment to maintaining high quality standards.
- Exceptional communication and interpersonal skills.
- A passion for delivering outstanding customer service and ability to handle challenging situations with professionalism and calm.
- A ‘do-er’ with enthusiasm to roll up your sleeves, get your hands dirty, and carry out whatever hands-on tasks are needed every day.
- Excellent organisational skills, accountability, reliability and the ability to self-supervise.
- Confidence with IT to perform technical duties after training.
- An innovative and creative person to develop our customer service offering and continue to take the business forward.
- A friendly, supportive, and picturesque work environment.
- Being part of a close-knit team within a well-respected, established and engaging family business.
- Opportunities to lead seasonal events at a senior level.
- Staff discounts on farm shop products and café offerings.
- Located close to the M6 and M62 for an easy commute, with free car parking.
- Flexible shift patterns: average 4 or 5 days per week across the year, with availability on most Sundays and school holidays required. More time off can be arranged during quieter periods.
- Competitive salary, dependent on experience, with opportunities for career progression.
Send an email to [email protected] with ‘Customer Experience Manager’ in the subject line. Please attach your CV and include a brief description on why you’re well-suited to this role. Note: This is the first time we’ve recruited for this role, and we’re committed to selecting the best fit for our team. We can be flexible with the start date, shift patterns, and some specific responsibilities to accommodate the right candidate. Don’t hesitate to apply, even if you have questions about these finer details.