JOB VACANCY
GUEST EXPERIENCE MANAGER

JOIN THE TEAM

If you’d like to travel the world and join our team to deliver extraordinary ‘pinch-me’ moments, we’d love to hear from you. We’re looking for our Guest Experience Manager. Details below.

PURPOSE OF THE ROLE

The purpose of the Guest Experience Manager role is to act as the main point of liaison with LeBlanq prospective customers and guests to ensure that they have a first-rate experience throughout their customer journey with LeBlanq from initial interest through to booking, in-event and beyond.

Reporting to the Global Experiences Director, this is an exciting role combining event production with guest relations, administration and prospective sales development.

The role would ideally suit someone from an events/ experiential/ luxury travel/ concierge and customer engagement background.

ROLES & RESPONSIBILITIES

GUEST RELATIONS

Act as the main point of contact for customer queries, making call-backs, responding to emails, problem-solving as required and building strong guest relations.
Manage bespoke booking transactions through LeBlanq’s online booking platform.
Work with Marketing team to develop best practice in LeBlanq’s CRM in order to maximise team efficiency, build insightful profiles of our guests and provide clear and timely communications.
Produce and supply guest profiles/ requirements to inform event production and route/ ride management.
Input on requirements for customer communication journey, ensuring that guests are provided with the necessary information and LeBlanq has collected necessary information from guests in a timely manner.
Work with the Global Experiences Director and Marketing team to create and manage a post-event guest relations programme to collect feedback and encourage future bookings.

SALES DEVELOPMENT

Act as the main point of contact for customer sales enquiries and customer queries, making call-backs and responding to enquiries informatively and persuasively to drive conversion.
Facilitate the use of partner places, utilising their discounts and contractual free places offered (if applicable)
As part of the wider team, help to source and create new avenues for business such as affiliate partnerships and other opportunities through social networks including LinkedIn and Instagram.

PRE-EVENT PRODUCTION

Compile guest and staff kit sizes to place orders with Rapha. Keep relevant team members updated with timelines.
Work with Global Experiences Director and Assistant Directeur Sportif to support the pre-event production of customer touch points such as:

Check in experience
Bike booking and set-up
Rider groupings
Ride stop production
Non-rider activity programme
Develop a hosting programme and brief team on booked guests.

DURING EVENT

Welcome guests at event and trouble shoot as required.
Manage a hosting programme through the event team to ensure that guests are hosted throughout the event, with special attention to LeBlanq’s best customers.
Manage ride stops including set-up, hosting and packing-up.
Assist with the management of sponsor activation touch points as required.
Assist with event logistics including build-up and break-down as required.

A range of other ad hoc tasks may be added as required, given the nature of a small team.

EXPERIENCE, EXPERTISE & ATTITUDE

A background in events, experiential, luxury travel, concierge, customer engagement or customer relationship management preferred.
Proficiency in Microsoft Office and Google Workspace suites, particular with regards to Excel and Google Sheets for data management
Experience of CRM systems advantageous.
Strong organisation and problem-solving skills with excellent attention to detail.
Strong relationship-building skills; happy to pick up the phone and speak to or write to customers in a professional, relationship-building manner.
A can-do attitude, self-motivation and a strong work ethic, since the role requires working from home for much of the time.
Willingness to travel internationally and be on the road for around 10 weeks of the year.
Willingness to get involved in all aspects of event production as required.
An international and premium outlook, reflective of our brand, product and global customer base.
Passion for, or experience in, any or all of cycling, culinary and luxury goods/experiences are strongly preferred!

SPECIFICS OF THE ROLE

The Guest Experience Manager will work on a full-time basis, remotely. They will be required to be available for in-person meetings in South West London one day a week, pre/ post event logistics at the LeBlanq Service Course in Surrey and for other ad-hoc meetings as required, so they would ideally be based within 1 hour travel time of Surrey/ South West London.

The Guest Experience Manager will be required to attend all events in the UK and abroad (normally 5-6 days away from home per event), so must have the necessary permissions and availability to travel.

Please send CV & Cover letter to sarah@leblanq.com

"Tranquil roads, Michelin-star feasts, and a stunning view of the rolling hills of Champagne from my luxurious suite. I could get used to joyriding..."

NICOLAS - GENT

"I never thought I'd be on first name basis with Sir Chris Hoy, but that's what's so brilliant about joyriding with LeBlanq..."

CHRIS - BELFAST

"The ride routes were breathtaking, the food was out of this world and the accommodation was beyond luxurious."

ANNA - PARIS

JOB VACANCY GUEST EXPERIENCE MANAGER