Job Description

Key Relationships

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

Frequent travel to clubs.

About The Club Company

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.

Mission

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

Role Purpose

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.

Key Responsibilities

Coach & Inspire

• 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.

Embed Our CARE Values

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

Use Insight to Drive Improvement - 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.

Live the Experience - 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.

Share Best Practice - 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.

What Success Looks Like

• 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.

Who We’re Looking For

This role is about influence, inspiration and raising standards through people. We’re looking for an exceptional coach with a passion for customer experience and a proven track record of developing high-performing teams. You’ll ideally come from a premium hospitality, leisure, hotel or customer-focused environment where service excellence is a genuine competitive advantage. You’ll bring outstanding coaching, interpersonal and presentation skills, with the credibility to influence everyone from frontline team members to GMs and senior leaders.

You’ll be energetic, highly visible and lead by example, with an infectious enthusiasm that inspires others to continually raise standards. Commercially minded and solutions-focused, you’ll use data, insight and observation to identify opportunities that improve customer experience and business performance.

Above all, you’ll have a genuine “can do” mindset. You’ll see opportunities rather than obstacles, challenge the status quo and believe that good enough is never good enough.

Why This Role Matters

This is one of the most important new roles within The Club Company.

Our ambition is to create experiences that differentiate us from our competitors, strengthen member loyalty, support premium pricing and make TCC the UK’s leading experience-led country club operator - you will play a key role in helping us achieve that ambition.

Our Philosophy - Facilities attract customers - Experiences retain them - People deliver them.

CARE is how we behave - IGEGE is how we improve.

Benefits:

• Complimentary access to our health club, group exercise classes, and discounted golf facilities.

• Bonus holiday days to reward long tenure - because we truly value commitment.

• Birthday Day off (conditions apply).

• A paid Volunteer Day to support causes you're passionate about (available after one year’s service).

• 70% off meals while on duty and 25% off when off-duty.

• 25% off retail.

• 25% off spa treatments (if booked and taken on the day).

• Discounted membership for a friend or family member, so your loved ones can enjoy the benefits too (available after probation).

• Access to our Employee Assistance Programme, to support any challenges you may face.

• Personal development programs to support growth for the considerable opportunities in our expanding group.

Full details of all benefits available on request.