LaplandUK
Guest Experience Operations Coordinator
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Job Description for Guest Experience Operations Coordinator – Fixed Term 6 months
Company Overview
Founded in 2007 by Mike and Alison Battle, Lapland began with a simple but powerful purpose: to honour the wonder of childhood at Christmas. Frustrated by the poor quality of festive experiences available for their own four boys, the Battles set out to elevate this moment of childhood and reimagine the Father Christmas myth through original storytelling, meticulous set design, and emotionally resonant live theatre.
Their ground-breaking immersive show opened in 2007 and immediately captured the attention and hearts of parents nationwide. Powered by their purpose, the couple partnered with Hollywood set designers and West End performance professionals to produce an experience of unprecedented quality and detail. With an NPS of 72 (outperforming industry icons in the entertainment space), Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’ with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’.
Today, the Lapland Group is a fast-growing purpose driven entertainment business spanning the three pillars of Live, Product and Studios.
In 2024, Lapland’s eCommerce revenues grew tenfold, driven by the launch of magical at-home products like personalised Letters from Lapland…. (Advent calendar and soon, a Christmas Eve Experience?). These products extend the Lapland world into the home, deepening belief and connection beyond the physical experience. At the same time, our original story universe continues to scale through media. In 2023, Lapland launched its first podcast, Elfcast, which achieved No. 1 in the UK Family Charts and ranked in the global top 10 over Christmas. With plans to expand into audio and content year-round, our IP and characters are reaching audiences in new and emotionally resonant ways.
With immersive Live experiences, high-growth eCommerce, and a rapidly expanding original content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief, storytelling, and the enduring magic of childhood.
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Role Overview
The Guest Experience Operations Coordinator is responsible for developing and overseeing the strategic direction and operational excellence across three key guest touchpoints of the LaplandUK seasonal live show: the Welcome department, the Guest Relations department and the Golden Experience department. This role focuses on the bigger picture while ensuring seamless attention to detail and coordination between these departments. The ideal candidate must uphold LaplandUK's standards throughout the guest journey, driving consistency and excellence in every moment of the visitor experience. This is a hybrid role based at our Head office in London to begin with and then during Live will be split between London, Ascot and Manchester
Key Responsibilities
- Provide strategic leadership, planning and oversight for the Welcome Team, Guest Experience department and Golden Experience department.
- Execute Standard Operating Procedures (SOPs) ensuring all operational documentation is current and effectively communicated
- Manage and develop department supervisors and Managers who report directly into this position to include the Golden Experience Manager, Guest relations Supervisors and the Welcome Managers across both sites.
- Monitor, analyse and report on guest feedback, incidents, operational data and satisfaction metrics, identifying trends and opportunities to enhance the guest experience.
- Work closely with Event Control to align department goals with overall event objectives
- Resolve escalated guest concerns promptly and effectively, maintaining close communication with the Head Office Customer Service team and providing timely feedback, insights and recommendations to enhance the overall guest experience.
- Support the guest journey end-to-end
- Ensure consistent delivery of LaplandUK's magical experience across all touchpoints
- Have a thorough working knowledge of the relevant areas of operation to effectively troubleshoot and problem solve.
- Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and working in accordance with the relevant processes
- Deliver briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.
- Establish, lead and maintain a professional and positive working culture within the team, always acting as a role model.
- Oversee seasonal workforce planning, recruitment, training and staffing, ensuring resource levels meet operational requirements before and throughout live events, and proactively managing any staffing shortfalls in partnership with the People Operations Manager.
- Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.
- Recognise and promote good performance and attendance through reward & recognition offerings
- Ensure a safe and secure environment for both colleagues and guests.
- Assist the Management team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times.
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Required Experience
- Proven experience in guest operations management
- Strong leadership and team development skills
- Excellence in process development and implementation
- Outstanding problem-solving and analytical abilities
- Exceptional communication and interpersonal skills
- Experience with operational IT systems and digital tools
Desirable Experience
- A knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).
Salary
£35,000 per annum pro rata - Fixed Term 6-month contract (end of January 2027)
Benefits
- Flexible hybrid working (Minimum 3 days in London)
- Dog friendly office
- 20 days annual leave + bank holidays.
- Contribution towards further development and training
- Perks at work discount scheme
- Monthly team social events
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