Team Manager

Do you thrive by growing a fantastic team, and thus ensuring excellence in customer service throughout the guest journey at LEGO House? Would you like to be part of a unique house that proudly is represented as the LEGO brand lighthouse?

Then grab this opportunity to unleash your leadership visions while you craft unique experiences across the LEGO® House.

" In this newly established and unique position, you will work with a highly motivated team to shape the delivery of memorable guest experiences before, during, and after their visit", says Senior Guest Experience Manager Amer Mahmutovic

Join the Guest Experience department at LEGO® House

At LEGO® House, you will be responsible for guiding one of our five Guest Experience teams. Your will be responsible for and Lead the Guest Service team of permanent and flexible colleagues, involved in operating our information desk, the welcoming area; LEGO Square, LEGO House phone line and Zendesk. These areas are first point of contact with our guests and thus extremely important to ensure a consistent and high-quality experience.

More specifically, you will be working hands-on with our strategic goals focused on improving and renewing the guest experience with both digital and physical features. Doing so, you will work closely together in a product team with an agile mindset who processes input from our guests that enable us to innovate the guest experience across the LEGO® House.

Direct your team in creating the best guest experiences

As Team Manager, you will be spearheading a team of 8 play agents and 2 supervisors. Your main focus is to make sure they thrive and are able to deliver the best hosting experience to our guests. Therefore, you spend most of your time in and around the house – side by side with your team and our guests.

In short, you make sure the daily operations and experiences happen as they should. Brick by brick and smile by smile.

Moreover, your key responsibilities will be to:

• Participate in our weekly operational meeting with the Guest Experience leadership team
• Enhance an agile product way of thinking and working in team
• Ensure implementation and ongoing development on new ticketing system
• Optimize workflows and implement a data driven approach in the team to ensure the best guest experience
• Align tone-of-voice with LEGO Group customer service
• Coordinate with various stakeholders i.e. marketing and digital experience teams to ensure promotional consistency and message alignment across all channels

You will be working during some weekends and have a bi-weekly house-responsible shift where you handle unforeseen challenges e.g. alarms, guest complaints etc.

Pragmatic leader with a creative approach

You have a practical yet playful approach to problem-solving as you face challenges with curiosity and an enthusiasm for exploring innovative solutions. You possess the expertise to facilitate a culture of collaboration and empower your team to reach new heights in guest satisfaction.

To succeed in this position, we imagine that you have:

• A background within the travel industry, hotel or restaurant management or any other business area focused on sales and service – or you may have an educational background as a service & experience economist (Service- & Oplevelsesøkonom), communication or similar
• Expertise in the visitor and entertainment market, with a focus on maximizing customer satisfaction and enjoyment
• Great communication skills, including speaking and writing English - Danish fluently would be advantageous

Feeling inspired? Apply today!

This is a full-time position that offers a unique opportunity to inspire and develop the builders of tomorrow. Join us in creating extraordinary Learning Through Play Experiences that embody LEGO Brand values. Apply now and embark on an exciting journey with us!

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What’s in it for you? Here are some of what to expect:

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellness – We want you to be your best self, so you’ll have access to a lot of wellbeing initiatives and programs, both physically and mentally.
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached, you’ll be rewarded through our bonus scheme.
• Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week if it is compatible with your role. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.
• Social events - Our staff association invites all employees to a wide range of social gatherings. There is something for everyone's taste, New Year's party, carnival fun, ice skating, and much more.

About LEGO® House

LEGO® House is an experience house in Billund, Denmark, celebrating the LEGO brick and the LEGO idea. The 12,000m2 is filled with 25 million LEGO bricks ready to give LEGO fans of all ages the ultimate LEGO experience.

_In LEGO House we are not only working on making memorable and magical LEGO experiences for all our guests, but also on being the best place to work for all employees. Here you can be your true self at work every day and you will be appreciated for exactly who you are. We strive to create a diverse, dynamic and inclusive culture of play, where everyone feels safe, valued and they belong.

_As an employee at LEGO House, you are part of a team of passionate and dedicated specialists and leaders who, across teams and functions, are committed to creating world-class LEGO experiences for everyone visiting the house. We have a fundamental belief that to deliver this, LEGO House needs to be the best place to work for all employees. It is like a coin where the one side does not go without the other.

_When recruiting future colleagues, we focus not only on recruiting colleagues who match the job description and profile. A match with the LEGO House values and culture is also a requirement, and by joining the team you get the opportunity to have an exciting career with a much-loved brand where personal development and purpose in what you do, goes alongside passing on fantastic LEGO moments to our guests.

Go explore LEGO® House - The world's best play date to learn more about our mission, workplace, people and culture.