Marketing and Customer Experience Manager

Marketing and Customer Experience Manager

• Marketing and Customer Experience Manager

Opening Date 17 February 2026

Closing Date 24 February 2026

Reporting to - Managing Director

To support the delivery of effective marketing activity and an excellent end‑to‑end customer experience across Western Marinas, helping to attract, retain and engage customers while strengthening the brand and reputation of the business.

Marketing Strategy & Communications

· Develop and deliver a cohesive marketing and communications strategy across all divisions (marinas, brokerage, dredging).

· Lead content creation for digital channels including social media, website updates, and customer newsletters.

· Ensure consistent brand identity and tone of voice across all customer touchpoints.

· Monitor and evaluate marketing performance, reporting insights and recommendations to senior management.

· Manage relationships with external suppliers (designers, printers, digital support, etc.) as required.

Customer Experience Leadership

· Act as the business-wide lead for customer experience, setting standards and driving continuous improvement.

· Map and refine the customer journey across all services and locations.

· Oversee customer feedback, reviews, and communications, ensuring timely and professional responses.

· Support marina teams in delivering consistently high levels of customer service.

Events & Community Engagement

· Lead the planning, promotion, and delivery of customer, community, and stakeholder events.

· Build and maintain strong relationships with local clubs, partners, and community organisations.

· Ensure events support brand objectives and enhance customer loyalty.

Sustainability & Accreditation

· Lead Western Marinas’ sustainability strategy and environmental initiatives.

· Manage applications, renewals, and compliance for marine industry and environmental accreditations.

· Coordinate data collection, reporting, and internal communications related to sustainability performance.

· Act as the internal champion for environmentally responsible practices.

Management, Administration & Governance

· Provide strategic insight and operational support to the senior management team.

· Manage budgets related to marketing, events, and sustainability activities.

· Maintain accurate documentation and reporting for marketing, accreditation, and compliance purposes.

· Support business planning, presentations, and internal communications.

· Undertake any other reasonable duties consistent with the role, as requested by the Marina Manager or Company Directors

· Participate fully in mandatory and role‑specific training, including health and safety and refresher training

· Maintain personal competence relevant to the role

· Comply with all Western Marinas policies, procedures and safe systems of work

· Use company systems and equipment responsibly and in accordance with guidance

· Act as a professional ambassador for Western Marinas at all times

· Contribute to a positive, respectful and inclusive working environment

This role has primary control of their own diary management as long as it meets the role requirements and expectations.

Core Working Pattern

Full-time, Monday–Friday. Standard business hours (e.g. 9am–5pm)

Flexible Location

Home-based, with regular travel to Western Marinas sites (Cardiff, Aberystwyth and Watchet, Somerset)

Travel

Expected to travel to marinas across the estate for customer experience reviews, events, and content gathering — frequency to be agreed but likely 2–4 times per month.

Occasional evening or weekend work required to support marina events, launches, or community engagement activities — with time off in lieu given.

Flexible Hours

Some flexibility to adjust start/finish times around workload, events, or travel (e.g. later start following an evening event).

Remote Working Constraints

Can work remotely for planning, content creation, customer insight analysis etc., but must be available during agreed core hours for meetings or customer issue escalation.

Availability / Responsiveness

Must be contactable and able to…