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Head of Owner Success

Posted 16 hours 14 minutes ago by Sykes Cottages

Permanent

Full Time

Other

Cheshire, Chester, United Kingdom, CH1 1

Job Description

Head of Owner Success

Location: Chester, with UK-wide travel

Salary: Up to £80,000 + Annual Bonus + Excellent Benefits

Reporting to: Portfolio Director

About Us

Sykes Holiday Cottages is a business with big dreams and bold ambition. With over 30 years of industry experience, over 15 regional brands, and more than 23,000 holiday homes across the UK and Ireland, we've become one of the UK's fastest-growing holiday let agencies.

What started as a family run business has grown into a vibrant team of passionate people delivering exceptional experiences for guests and property owners alike.

Part of Forge Holiday Group, we're building a culture where ambition, creativity and collaboration thrive.

We value diversity and inclusion and encourage everyone to bring their authentic self to work. Need adjustments during the recruitment process? Just ask - we're happy to help.

About the Role

We're looking for an experienced and commercially focused Head of Owner Success to lead and shape our owner proposition.

Reporting to the Portfolio Director, you'll take ownership of the Owner Success strategy, leading a national, multi-layered team across Sykes based in Chester and our Regional Brands. You'll use data, owner insight and AI powered tools to drive growth, improve retention and deliver exceptional owner experiences.

This is a senior role with regular UK travel and the opportunity to influence strategy and drive performance at the highest level.

What You'll Be Doing

Lead and develop high performing teams across Owner Success and Property Services
Shape and deliver the long term Owner Success strategy
Own key performance metrics including Portfolio Growth, Owner Retention, NPS and P&L performance
Build strong relationships with key and strategic property owners
Drive operational excellence and collaborate across Commercial, Marketing, Technology and Operations
Represent Sykes across the UK through owner engagement, regional visits and industry events

What We're Looking For

We're looking for a strategic and commercially minded leader who combines big picture thinking with operational excellence and has the credibility to influence at senior level.

You'll bring:

Significant experience in a senior leadership role within Owner Success, Customer Success, Account Management, or a related field
Experience within the holiday, travel, property management, marketplace, or a similar customer focused sector would be highly advantageous
A proven track record of building, leading and scaling high performing teams, with experience developing talent and driving a strong performance culture
Strong analytical capability and experience using data, insights and performance metrics to drive decision making and improve outcomes
Exceptional communication and influencing skills, with confidence engaging and building alignment across senior stakeholders and executive teams
Experience operating with a strong commercial mindset in an operational environment, balancing customer outcomes with business performance
Confidence presenting and influencing at leadership and board level
A willingness to travel regularly across the UK

Our Benefits