Marketing and Customer Experience Manager

Marketing and Customer Experience Manager

• Marketing and Customer Experience Manager

Location Wales and South West England

Opening Date 17 February 2026

Closing Date 24 February 2026

Reporting to - Managing Director

1 Job Purpose

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.

2 Key Responsibilities

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.

2.1 Standard Company Responsibilities

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

3 Working Hours

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 respond to urgent social media or public-facing customer issues in a timely manner - but not expected to be "always on". A clear escalation rota or protocol may be appropriate.

4 Stakeholders

Stakeholder

Interaction

Line Manager

Internal

Regular reporting on activity, priorities, performance and ideas

Colleagues

Internal

Collaborative working with marina teams, operations and central functions

Marina Managers

Internal

Liaise with each marina manager regarding events and customer experience at each marina

Central Management

Internal

Ensure budgets and spend for events, promotions etc are within agreed limits.

Providing updates, insights and support for strategic initiatives

Customers

External

Managing communications, feedback and engagement

External

Liaising with agencies, designers, printers and digital suppliers

Industry (e.g. Harbour Authority)

External

Enhance brand presence and reputation

Build industry contacts

Benchmark and deliver customer experience to industry standards and best practice

5 Values in Practice

How the role is expected to demonstrate company values:

Value

How it Applies in This Role

Safety

Ensuring communications are clear, accurate and support safe behaviour across marina sites

One Team

Working collaboratively across locations and functions to deliver joined up messaging

Treating customers, colleagues and partners professionally and considerately

Customer

Championing the customer voice and driving improvements to the customer experience

Community

Supporting community engagement, events and positive local relationships

6 Person Specification

Proven experience in marketing, communications, or customer engagement.

Knowledge and interest in marine industry or strong transferrable skills from leisure, tourism or hospitality sectors.

Strong writing skills with the ability to adapt tone of voice for different audiences.

Experience in customer journey mapping and service improvement.

Strong copywriting and content creation skills.

Analytical skills to interpret customer feedback and marketing data.

Excellent communication and stakeholder management skills.

Ability to work independently with initiative and flexibility.

Alignment with Western Marinas' values.

Highly organised, with proven ability to manage multiple projects.

Confident working independently and advising senior managers.

Event management experience.

Knowledge of brand development and loyalty programmes.

Experience in sustainability, CSR, or accreditation processes.

Proficiency with marketing tools (Canva, Mailchimp, Meta Business Suite, etc.).

Experience working in a multi-site organisation.

Western Marinas is committed to diversity and inclusion. We welcome applications from all backgrounds and will consider adjustments that can be reasonably accommodated within the requirements of the role.

Address Home Based with regular travel to 3 sites (Cardiff, Aberystwyth and Watchet, Somerset)