Customer Director

Customer Director

Customer Director (Central Europe HUB Team)

Are you a marketing and sales leader who thrives in the customer (experience) area? And is your interest piqued by working in the international entertainment industry as a Customer Director? Then we are looking for you!

What you will be part of:

You will be part of the Customer Organization, leading the Customer Central Europe HUB team with the mission to build a high performing sales, marketing and customer experience organization to grow our 3 parks in Central Europe, namely Slagharen in the Netherlands, Movie Park in Germany, and Bobbejaanland in Belgium. You will be part of an ambitious transformation project, both organizationally and digitally, which includes a new accommodation development in one of the parks, in close cooperation with the rest of the customer organization. Furthermore, along with your team, you will be managing the design, development and implementation of sales and marketing strategies to achieve the Central Europe Hub parks' objectives of visitors, revenue, per capita and ROI. Whilst doing so, you will be working closely with the Parks Directors, Customer Parks team, Centre of Expertise, Parks GM and Operations, and the rest of the organization to align actions and achieve common goals to improve the parks' customer experience.

Your role and responsibilities:

  • Lead your organization in the design, implementation and iteration of the sales, marketing and customer experience parks plan with the support of CoE to achieve ticketing revenues;
  • Lead the lodging commercial strategy and call centre;
  • Lead Germany Hub Annual Pass strategy to design and implement, through test and learn approach, a playbook of sales and marketing strategies focused on product value, to achieve Germany Annual Pass revenue goals;
  • Lead the definition of sales and marketing strategies by channels: commissions, pricing and rebates with support from the Revenue Management CoE;
  • Lead the development of the online sales channel and drive the digital transformation strategy with support from CoE Performance Marketing and CoE E-commerce (web, app, social media, digital communications);
  • Lead the development of a content strategy closely aligned with the Centre of Excellence to deliver content to each channel (web, social, media, promos...), with the support of high quality creative agencies;
  • Leading the design of the strategy for tour operators, distributors and B2B partnerships, controlling commissions, preventing cannibalization of our own channels and maximising the visibility of the Central Europe HUB's parks and lodging;
  • Support the team in identifying best in class processes, tools and actions using benchmarking to gain in efficiency, productivity, focus and savings;
  • Develop Customer Service and Feedback strategy, along with the centre of expertise, to ensure a globally aligned relationship with parks customers;
  • Lead the development and improvement of the customer in-park experience by ensuring the monitoring and analysis of customer feedback through reviews and NPS, closing the loop with various stakeholders to drive action plan and continuous improvement;
  • Design event sales organization and strategies to maximise efficiency, revenue and return on investment;
  • Leading the development and implementation of the CRM strategy in cooperation with Performance Sales CoE, with a focus on A/B testing to maximise CRM revenues;
  • Ensuring documentation, tracking, consolidation and reporting of actions to HUB peers to enable synergies and exchange of best practices between the rest of the HUB parks and the rest of the organization;
  • Coordinating, preparing and presenting periodic sales and marketing actions and results to C-level.

Your qualifications and skills are:

  • BSc or MSc in the field of Business Administration, Marketing, Hospitality, or equivalent;
  • At least 10 years of experience as Sales and Marketing Director in an internationally operating company, preferably in the hotel or leisure industry;
  • Digital knowledge of CRM, Paid Media, Social Media, Content;
  • Working experience with Microsoft Office;
  • High level of initiative and being able to work with low level of supervision;
  • Excellent skills in communication and presentation, analytical ability and decision-making, leadership and motivation, and coordination and project management;
  • Fluent in the Dutch, German and English language;
  • Willingness to travel internationally between the three sites in the Netherlands, Germany and Belgium (ideally, you are based in the Netherlands).

Interested?

Do you think you would fit this position perfectly and do you want to start a career at Slagharen? Please let us know if you are interested and push the blue “solliciteren” button. For further information and questions, please do not hesitate to contact Ryan Sonder at [email protected]