Head of customer experience jobs in HastingsCréer des alertes d'emploi

We’re not hiring people to fill a seat or add to our headcount. We’re hiring people to craft our culture, ethos and success. This is a big deal for us, and we know it’s a big deal for you: a new role defines how you spend your days, who you spend them with, and what your future looks like. Together, we’ll shape each other’s entire trajectory. That deserves thoughtfulness, empathy and respect. It’s why this job description is deliberately detailed. We want you to know exactly what you’re stepping into. The challenges, the opportunities, the quirks of the role, and the kind of impact you’ll have. Us Crafted is a series of life-friendly hotels and clubs where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. Crafted at Powdermills in East Sussex opened in November 2025 as our first hotel, with several more planned in the coming years. More specifics will follow as planning and pieces fall into place. So, for now, here’s the sentiment behind Crafted… It’s easy to get overwhelmed by life. To switch to autopilot and go through the motions. We’re busy but not on the things we love doing, we spend more time on our phone, and we misplace our bounce and spark. In short, Dr Evil’s stolen our mojo. We all need a tune up now and again. To escape to somewhere that makes us feel totally at ease. Not so we can step away from life, but so we can come back to it. This is where Crafted comes in. Our aim is to create a network of connected destinations that people come back to again and again because it’s where they feel good about life. Somewhere to work on life, come together, and connect locally. You Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able. As Head of Wellness, you’ll be the driving force behind all wellness-related activities, offerings, and experiences at the hotel. Our internal thought leader; growing and curating workshops, classes, practitioners, talks, treatments, experiences, products, partnerships, retreats, content creation, members and staff events. To start with, this role will be very hands-on with an expectation to be delivering classes yourself but we offer the opportunity to grow alongside the company as we expand our offer at the first site as well as the wider portfolio, offering significant scope to shape Crafted’s future strategy for wellness and expanding the facilities at Powdermills. We’d also like you to have input into shaping other sites, constantly listening and learning from our guests and members as well as tracking wider consumer trends and innovations. We want Crafted to be a place where people feel safe and secure to try new things but also enable our regulars to maintain a balanced life with healthy routines and foster a sense of community through shared experiences. This key wellness role will also act as a social facilitator to help build our community and act as a constant source of feedback to listen and learn what’s working and what needs changing to continually improve and evolve our offer. That all said, as Head of Wellness, your primary responsibilities will be to: • Lead the wellness offering at the hotel, overseeing activities, indoor and outdoor across the estate, including treatment rooms, studio, gym, lakeside spaces and padel courts but also getting creative with the fields, woodland and lakes we are fortunate to own., • Develop and manage wellness programs, including yoga, Pilates, lakeside activities, outdoor fitness, meditation, hot & cold contrast experiences and more., • Serve as the central point of contact for all wellness-related inquiries, bookings, and experiences., • Run and manage the studio, treatment rooms, and gym, ensuring all spaces are clean, fully equipped, and inviting at all times, • Create an engaging calendar of wellness activities and innovate with unique offerings such as sunrise yoga by the lake, full-moon meditations, and mindfulness hikes., • Work with the cultural programmer to blend creativity and wellness by curating experiences, such as art therapy workshops, pottery classes in the craft barn, and journaling sessions by the firepit., • Very importantly, managing and monitoring the class schedules, wait lists, hotel guest & member experience to ensure this dials up and down with demand and feedback., • Recruit and manage a network of wellness professionals, from yoga instructors and fitness trainers to massage therapists. Creating and communicating class and spa schedules/bookings supported by the online booking platform., • Responsible for the management of the wellness online booking platform, • Oversee treatment rooms, including scheduling, maintaining equipment, and ensuring therapists provide exceptional service., • Work closely with the hotel’s guest services team to integrate wellness seamlessly into the broader guest journey, ensuring guests feel rejuvenated during their stay. Incorporating wellness touches in the guest rooms and around the hotel., • Work with the marketing team to sell classes, promote wellness events, and highlight key offerings to guests and members., • Drive revenue growth by identifying new wellness trends and offerings that resonate with our audience., • Oversee day-to-day wellness operations, ensuring all spaces and equipment are well-maintained and ready for use – gym, fitness room, spa, sauna, ice bath areas at the barn and around the site., • Incorporate eco-conscious elements into wellness programs, such as outdoor activities that connect guests to nature or workshops., • Collaborate with the wider team on programming and event strategies that combine wellness with Crafted’s ethos., • Deliver exceptional customer service, addressing guest and member feedback promptly and professionally. We’re looking for someone with: • Minimum 3 years of experience in wellness, hospitality, or related industries., • Proven experience managing wellness programs, facilities, and teams., • Strong organisational skills to manage schedules, memberships, and a variety of offerings., • A passion for wellbeing, creativity, and connecting people to experiences that enrich their lives., • Outstanding communication and collaboration skills., • A proactive, hands-on approach., • Knowledge of current wellness trends and the ability to integrate them into offerings., • Commercial and operational awareness to drive revenue and guest satisfaction., • Flexibility to work varying shifts, including nights, weekends and holidays. Together We hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original. To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or to new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact. Three values we’ll expect you to live by: • Enjoy it: it’s still work, but if you’re having fun then so are our guests. It’s ok if you’re humming behind the bar or moving with the music., • Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands. Always keep an eye out., • Improve it: ask for feedback (and don’t be scared of what follows), and be curious. We’ll give you plenty of chances to learn and develop. Note: positive Environmental, Social and Governance (ESG) principles are integrated across these three values. Contact Details :

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