CUSTOMER JOURNEY

hace 7 horas

Cataluña, España The Stoke Travel Co. A tiempo completo

As The Stoke Brands Co continues to grow and evolve, we're looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups and reviews.At the core of this role is customer service excellence and OTA performance. You will manage and evolve how we communicate with guests, while also fully owning our OTAs (Online Travel Agency) platforms. These including Booking.com, Hostelworld, Expedia, Viator / GetYourGuide. You'll be ensuring listings are accurate, optimised, and conversion-driven.Working closely with the Marketing, Sales, and Operations teams, this role acts as the bridge between what we promise online and what guests experience on the ground. You'll be expected to identify friction points, spot patterns in guest feedback, and proactively implement improvements that increase satisfaction, reduce issues, and drive stronger reviews and repeat bookings.We are looking to revolutionise how we handle customer service and the customer journey at Stoke, moving away from reactive inbox management and toward a structured, thoughtful, and guest-obsessed system. Someone open-minded, analytical, customer-focused, and willing to research, test, and implement new ideas will thrive in this role.WHO WE ARE LOOKING FORMust-haves:2+ years of experience in customer service, hospitality, travel, or OTA managementHands-on experience with at least one major OTA (Booking.com or Hostelworld preferred)Strong spoken and written English and SpanishHighly organized with excellent attention to detailCalm under pressure, festivals don't care if you're having a bad dayConfident in making decisions and owning outcomesNice-to-haves:Experience in hostels, tours, or festival travelFamiliarity with channel managers or PMS systemsExperience managing interns or junior staffBased in Barcelona or willing to relocateWHY WORK WITH STOKEWe are a fast-paced, fun, slightly chaotic, young companyReal ownership and responsibility from day oneDirect impact on sales and guest experienceA team that works hard and doesn't take itself too seriouslyPlease email resumes to if you are interested. We are looking for an ASAP start date.

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