Group Customer Experience Coach

Key Relationships

CEO, Customer Experience & Growth Director, Operations & Estates Director, People & Talent Director, Regional Operations Directors, GMs and HoDs.

Frequent travel to clubs.

TCC is the UK’s leading owner and operator of premium country clubs, with a portfolio of outstanding golf, health & wellness and hospitality destinations across England.

Our clubs combine golf, health & wellness, accommodation, food & beverage, events and leisure to create welcoming destinations where members, guests and visitors can enjoy exceptional experiences.

Over recent years, we have continued to evolve through investment in our clubs, our people and our proposition, alongside a successful programme of organic growth and strategic acquisitions.

As we enter the next phase of our journey, our ambition is clear:
We believe our future success will be defined not simply by the quality of our facilities, but by the quality and consistency of the experiences we deliver every day.

To inspire every team across TCC to deliver experiences that our members, guests and visitors genuinely remember, recommend and return for.

The Group Customer Experience Coach will play a pivotal role in helping us achieve this ambition.

Reporting to the Customer Experience & Growth Director, with regular engagement with the CEO, this highly visible, field‑based role will coach, inspire and develop our teams to consistently deliver exceptional customer experiences across every one of our clubs.

Working alongside GMs, HoDs and frontline teams, you will use customer insight, Net Promoter Scores (NPS), team engagement surveys, mystery shopping, operational observations and industry best practice to continually raise standards, strengthen customer loyalty and support commercial performance.

This is not an auditing role. It is a coaching and performance role, embedding a culture where exceptional customer experiences become everyone’s responsibility and where we continually challenge ourselves by asking: IGEGE – Is Good Enough Good Enough?

We don’t stand still. We don’t accept mediocrity. We continually look for better ways to serve our members, guests and each other.

• Coach and develop GMs, HoDs and frontline teams to continually improve customer experience across Golf, Health & Wellness, Food & Beverage, Accommodation, Events and Reception.
• Deliver engaging coaching sessions, workshops and practical in‑club training that inspires behavioural change and raises standards.
• Support leaders to create high‑performing, customer‑focused teams.

• Champion and embed The Club Company’s CARE Values (Caring, Ambitious, Respectful, Energised) so they become visible behaviours in every customer interaction.

Use customer insight, NPS, team engagement surveys, mystery shopping, operational observations and industry benchmarking to identify opportunities and drive continuous improvement.

• Translate insight into practical coaching and action plans that improve customer satisfaction, member retention, team engagement and commercial performance.

Spend the majority of your time in our clubs, experiencing the customer journey first‑hand, engaging with members, guests and teams, coaching leaders and identifying opportunities to continually elevate the customer experience.

Promote innovation and consistency by identifying and sharing outstanding examples of customer experience across the Group, continually challenging the status quo and encouraging clubs to learn from one another.

• Higher CSAT and NPS.
• Improved member retention and loyalty.
• Greater consistency of customer service across every club.
• Increased participation and secondary spend through exceptional service.
• Improved mystery shopping results.
• Higher team engagement.
• Greater confidence in premium pricing through consistently exceptional customer experiences.
• A culture that continually challenges itself through IGEGE.

This role is about influence, inspiration and raising standards through people. We’re looking for an…