Role | Booking Experience & Optimization Manager

Location | London

Salary | Up to £45’000

 About Us

Lane7 are the fastest growing and the market leading boutique bowling business in the UK, with multiple venues currently across three brands.

 We’re looking for a passionate and hardworking Booking Experience & Optimization Manager to join us! We have ambitious and exciting plans for the future.

 The Role

 We are seeking a dynamic Booking Experience & Optimization Manager to take ownership of our booking system's customer journey. You will be responsible for delivering a seamless, high-converting booking experience, continuously refining and optimizing the process to drive increased conversion rates and customer value.

This role bridges customer experience, marketing, sales, and IT, requiring close collaboration with internal teams and external partners to ensure optimal performance of our booking platform.

 Key Responsibilities

 Booking System Management & Optimization:

• Oversee the performance, reliability, and user experience of the booking system.
• Continuously analyse the booking journey, identifying and implementing improvements to boost conversion rates and customer satisfaction.
• Collaborate with IT on system updates, integrations, and troubleshooting.
• Monitor booking trends, user behaviour, and drop-off points to refine and optimize the booking funnel.

Conversion & Revenue Growth:

• Identify opportunities to enhance the booking experience through upsells, cross-sells, and pricing strategies.
• Align with marketing to synchronize promotions, campaigns, and messaging within the booking journey.
• Develop and execute A/B tests to improve user engagement and conversion.
• Utilize data insights to propose enhancements that increase customer lifetime value.

Cross-Functional Collaboration:

• Partner with marketing to ensure a smooth transition from ads, emails, and social media to the booking system.
• Align the booking process with sales strategies and customer expectations.
• Collaborate with external vendors and partners on system integrations and third-party tools.
• Work with IT to maintain system stability, security, and performance.
• Coordinate with finance for seamless data and system integrations.

Customer Experience & Feedback Loop:

• Gather and analyse customer feedback to reduce friction and enhance ease of use.
• Develop strategies to minimize booking abandonment and improve user experience.
• Monitor customer service interactions related to bookings and implement solutions to reduce inquiries.
• Stay updated on industry trends and competitor benchmarks to ensure a best-in-class booking experience.

 Requirements

 Essential:

• Proven experience in booking systems management, conversion rate optimization (CRO), or digital customer experience.
• Strong analytical skills with the ability to turn data insights into actionable improvements.
• Experience collaborating cross-functionally with IT, marketing, sales, and external partners.
• Technical knowledge of booking platforms, payment systems, and integrations.
• Proficiency in Google Analytics, A/B testing tools, and UX optimization strategies.
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively.

Desirable:

• Experience in the hospitality, entertainment, or leisure industries.
• Familiarity with CRM and automation tools to enhance the booking journey.
• Basic knowledge of HTML, CSS, or other web technologies.
• Experience with Hotjar, FullStory, or Mixpanel is a plus.

 This role offers an exciting opportunity to make a significant impact on our customer journey and drive growth through a best-in-class booking experience. If you are analytical, creative, and passionate about optimizing digital experiences, we’d love to hear from you!

Working Arrangement

• Hybrid working (1-2 days per week) in our London office, with the rest of the week either WFH or in venue
• Travel to our Lane7 sites as required for the role with flexibility around working hours required
• Some hotel overnight stays as required to meet needs of the business
• You’ll work in a close-knit team in this broad and varied role

 What We’ll Offer

• Up to £45’000 salary per annum
• Private Health insurance & benefits through Vitality
• Friends and family discounts across the Lane7 Group
• Company contribution pension
• Cycle2Work scheme partnered with Halfords
• Octopus Electric Car Scheme
• Access to our team wellbeing app – to support in promoting mental health awareness and wellbeing in our teams.
• Refer a friend

 To Apply

 All candidates must be fluent in written and spoken English and have the right to work in the UK.

 If you are ready?  We would love to hear from you.

Role | Booking Experience & Optimization Manager

Location | London

Salary | Up to £45’000

 About Us

Lane7 are the fastest growing and the market leading boutique bowling business in the UK, with multiple venues currently across three brands.

 We’re looking for a passionate and hardworking Booking Experience & Optimization Manager to join us! We have ambitious and exciting plans for the future.

 The Role

 We are seeking a dynamic Booking Experience & Optimization Manager to take ownership of our booking system's customer journey. You will be responsible for delivering a seamless, high-converting booking experience, continuously refining and optimizing the process to drive increased conversion rates and customer value.

This role bridges customer experience, marketing, sales, and IT, requiring close collaboration with internal teams and external partners to ensure optimal performance of our booking platform.

 Key Responsibilities

 Booking System Management & Optimization:

• Oversee the performance, reliability, and user experience of the booking system.
• Continuously analyse the booking journey, identifying and implementing improvements to boost conversion rates and customer satisfaction.
• Collaborate with IT on system updates, integrations, and troubleshooting.
• Monitor booking trends, user behaviour, and drop-off points to refine and optimize the booking funnel.

Conversion & Revenue Growth:

• Identify opportunities to enhance the booking experience through upsells, cross-sells, and pricing strategies.
• Align with marketing to synchronize promotions, campaigns, and messaging within the booking journey.
• Develop and execute A/B tests to improve user engagement and conversion.
• Utilize data insights to propose enhancements that increase customer lifetime value.

Cross-Functional Collaboration:

• Partner with marketing to ensure a smooth transition from ads, emails, and social media to the booking system.
• Align the booking process with sales strategies and customer expectations.
• Collaborate with external vendors and partners on system integrations and third-party tools.
• Work with IT to maintain system stability, security, and performance.
• Coordinate with finance for seamless data and system integrations.

Customer Experience & Feedback Loop:

• Gather and analyse customer feedback to reduce friction and enhance ease of use.
• Develop strategies to minimize booking abandonment and improve user experience.
• Monitor customer service interactions related to bookings and implement solutions to reduce inquiries.
• Stay updated on industry trends and competitor benchmarks to ensure a best-in-class booking experience.

 Requirements

 Essential:

• Proven experience in booking systems management, conversion rate optimization (CRO), or digital customer experience.
• Strong analytical skills with the ability to turn data insights into actionable improvements.
• Experience collaborating cross-functionally with IT, marketing, sales, and external partners.
• Technical knowledge of booking platforms, payment systems, and integrations.
• Proficiency in Google Analytics, A/B testing tools, and UX optimization strategies.
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively.

Desirable:

• Experience in the hospitality, entertainment, or leisure industries.
• Familiarity with CRM and automation tools to enhance the booking journey.
• Basic knowledge of HTML, CSS, or other web technologies.
• Experience with Hotjar, FullStory, or Mixpanel is a plus.

 This role offers an exciting opportunity to make a significant impact on our customer journey and drive growth through a best-in-class booking experience. If you are analytical, creative, and passionate about optimizing digital experiences, we’d love to hear from you!

Working Arrangement

• Hybrid working (1-2 days per week) in our London office, with the rest of the week either WFH or in venue
• Travel to our Lane7 sites as required for the role with flexibility around working hours required
• Some hotel overnight stays as required to meet needs of the business
• You’ll work in a close-knit team in this broad and varied role

 What We’ll Offer

• Up to £45’000 salary per annum
• Private Health insurance & benefits through Vitality
• Friends and family discounts across the Lane7 Group
• Company contribution pension
• Cycle2Work scheme partnered with Halfords
• Octopus Electric Car Scheme
• Access to our team wellbeing app – to support in promoting mental health awareness and wellbeing in our teams.
• Refer a friend

 To Apply

 All candidates must be fluent in written and spoken English and have the right to work in the UK.

 If you are ready?  We would love to hear from you.