General Manager & Head of Customer Experience

Job title:

General Manager & Head of Customer Experience

Based at:
Sandown Park Racecourse

Contract type:
Permanent

Hours:

37.5 hours per week

We have a fantastic opportunity for an experienced and customer-focused leader to join Sandown Park Racecourse as General Manager & Head of Customer Experience. Responsible for leading the customer experience strategy across the London Hub while providing overall leadership of Sandown Park, you'll play a pivotal role in creating exceptional raceday and non-raceday experiences that drive loyalty, engagement and commercial success.

As a member of the Hub Leadership Team, you'll champion a one-team approach across the London racecourses, using customer insight, feedback and performance data to continuously raise standards across service, hospitality, entertainment, memberships and community engagement, ensuring every experience reflects excellence

The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National, The Cheltenham Festival & The Derby. Owning & operating 15 courses, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond.

As the largest commercial group in British racing, we are guided by our mission to act for the long term good of the sport. Every penny we make goes back into racing to promote excellence within Britain’s second biggest spectator sport. Our people are what makes this possible

At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.

• Lead Sandown Park Racecourse, driving exceptional raceday and non-raceday experiences while contributing to the success of the wider London Hub.
• Champion a Hub-first approach, ensuring decisions support the collective objectives and performance of all London racecourses.
• Lead, inspire and develop high-performing teams, fostering a culture of accountability, collaboration and continuous improvement.
• Oversee customer experience, community engagement, owner and trainer relations, memberships and entertainment strategies across the London Hub.
• Develop and deliver customer experience initiatives that improve satisfaction, loyalty and NPS performance.
• Shape and implement the business strategy for Sandown Park, aligning customer experience, commercial performance and operational excellence.
• Drive revenue growth and business performance, identifying commercial opportunities while maintaining strong financial discipline and operational efficiency.
• Build and maintain effective relationships with racing authorities, local stakeholders, industry partners and committee members.
• Lead community engagement activity across Sandown Park and the London Hub, strengthening local relationships and enhancing reputation.
• Work collaboratively with colleagues across the Hub to deliver a genuine One Team culture and outstanding experiences for customers, participants and stakeholders.

• Proven senior leadership experience within customer experience, hospitality, leisure, sport, events or a similarly customer-focused environment.
• A track record of leading high-performing teams and delivering outstanding customer and participant experiences.
• Passionate about creating memorable experiences and embedding a customer-first culture across every aspect of a venue or business.
• Skilled in using customer insight, NPS and feedback data to drive continuous improvement and measurable results.
• An inspiring…