The Role:

We are seeking a Customer Experience Manager to design and lead an exceptional service journey for both our guests and our owners. This role is central to our mission of creating memorable stays for our guests while ensuring our owners feel valued, informed, and confident in our partnership.

The right candidate is not just a customer service professional but a strategic architect of customer journeys—someone who understands human psychology, customer retention, and the power of digital tools and automation. This individual will combine empathy with process design, ensuring that our brand delivers consistency, care, and measurable results.

Key Responsibilities:

• Guest Experience
  • Map and optimize the end-to-end guest journey, from online discovery to post stay communication.
  • Develop messaging strategies for each stage of the guest lifecycle: booking, arrival, in-stay, departure, reviews, and re-engagement.
  • Oversee the implementation of CRM (HubSpot) guest touchpoints, ensuring automation supports a seamless and personalized experience.
  • Collaborate with the tech team to leverage AI-driven customer service, continuously measuring and refining output.
  • Drive guest retention and rebooking rates through experience design, personalization, and upselling opportunities.
• Owner Experience
  • Lead the owner onboarding journey, ensuring expectations are set, managed, and exceeded.
  • Build structured communication plans to foster long-term relationships and trust.
  • Balance proactive and reactive communication with owners, addressing concerns before they become issues.
  • Monitor and refine processes that enhance owner retention and satisfaction.
  • Establish transparent metrics to track onboarding success and long-term owner engagement.
• Team Leadership
  • Manage, coach, and develop two customer service personnel to deliver exceptional service standards.
  • Oversee AI customer service operations, ensuring responses meet company standards for accuracy, empathy, and consistency.
  • Foster a culture of continuous improvement, encouraging innovative thinking an  data-driven decision-making.

Success Metrics:

• Guest Rebooking Rate – Percentage of guests returning for repeat stays.
• Owner Retention Rate – Percentage of owners renewing and staying with our company.
• Customer Satisfaction – Measured via feedback, surveys, and reviews.
• Process Efficiency – Improved communication flow through automation and AI adoption.

Requirements:

• Bachelor’s degree in Business, Hospitality, Marketing, or related field (Master’s a plus).
• 3+ years of experience in customer experience design, process management, or service operations.
• Proven ability to design and implement customer journeys, automations, and CRM-based processes.
• Hands-on knowledge of CRM platforms (HubSpot preferred) and comfort working alongside tech teams to build digital solutions.
• Track record of measurable impact on customer retention, satisfaction, or re-engagement.
• Strong leadership and coaching skills with small teams.
• Excellent communication, empathy, and analytical problem-solving.