Care Strategy Lead Care Berlin, Germany

GetYourGuide Global Services GmbH; Berlin; Hybrid; EUR 120.000 - 155.000; Vollzeit

Benefits dieser Stelle

Annual personal growth budget

Hybrid working model

Global remote work options – 30 days a

Discounts on GetYourGuide activities

Zusammenfassung

GetYourGuide is seeking a Senior Strategy Lead for Partner Support & Success in Berlin. You will own the strategic agenda, translate partner feedback into actionable roadmaps, and lead cross-functional initiatives that improve partner experience and GMV.

The role requires building compelling business cases, defining KPIs, and driving AI-enabled processes. You’ll work with Product, Supply, and Care leadership to shape long-term strategies, experiment with new workflows, and scale programs across

Qualifikationen

• 7+ years of experience in strategy, customer success, or related field in fast-paced settings.
• Proven track record of owning and delivering strategic programmes end-to-end.
• Strong cross-functional influence with senior stakeholders without direct authority.
• Analytically sharp with data-driven decision making, KPI definition, and narrative building.
• Demonstrated experience as an AI power user applying AI for synthesis and workflows.
• Deep empathy for external stakeholders to improve experience and outcomes.
• Excellent written and verbal English communication, able to tailor narratives for varied audiences.

Aufgaben

• Define and own a stakeholder segment of the Care strategy, setting direction for partner and supplier support and success.
• Own the quarterly Voice of Partner process; translate insights into product, supply, and Care actions.
• Set and own partner target-setting; track CSAT, GMV contribution, contact rate, and resolution quality.
• Lead the strategy for long-term projects in partner support and success; build business cases and roadmaps.
• Own high-impact programmes to operationalise the partner strategy from definition to delivery.
• In early months, absorb best practices from supplier space and adapt for partners.
• Influence GetYourGuide teams across functions by representing partner perspectives in forums.
• Leverage AI to accelerate strategic work with custom workflows and reporting.
• Identify gaps in Care for partners and turn them into roadmap-ready initiatives.

Kenntnisse

Strategy

Customer success

Cross-functional influence

Data-driven

AI Power User

Stakeholder management

English communication

Jobbeschreibung

Change the way the world travels

Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.

Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.

Team mission

The Care team at GetYourGuide exists to make every interaction with our platform - for travellers, suppliers, and partners - feel effortless, trusted, and human. We sit at the intersection of customer experience, operational excellence, and business strategy, and we play a critical role in ensuring that the people who power our marketplace can thrive on it. From how we design our support channels to how we measure and improve satisfaction, Care is a strategic function that directly shapes GetYourGuide's reputation and growth.

Within Care, the Care Experience & Strategy team drives the thinking and direction behind how we support our stakeholders at scale. We translate company strategy into Care roadmaps, lead cross-functional initiatives that improve the experience of travellers, suppliers, and partners, and ensure that data and insight - not assumption - guide every decision we make. As Senior Strategy Lead for Partner Support & Success, you will be asenior individual contributor, owning the strategic agenda for how Care serves and grows our supplier and partner relationships, with direct impact on stakeholder satisfaction and GMV.

Your mission

• Define and own a stakeholder segment of the Care strategy, starting with partner and supplier support and success -setting the direction for how we engage, support, and grow these relationships, and translating company OKRs into a clear, prioritised Care roadmap

• Own the quarterly Voice of Partner process: further develop how we capture, synthesise, and act on partner feedback at scale, and ensure those insights create meaningful feedback loops into Product, Supply, and Care leadership

• Set and own partner target-setting - defining and tracking CSAT and other success metrics (e.g. GMV contribution, contact rate, resolution quality) on a yearly and quarterly basis; diagnose root causes and translate findings into strategic recommendations

• Lead the strategy definition for long-term, transformational projects in our partner support and success space - owning the vision, the business case, and the cross-functional alignment needed to move from ambition to roadmap

• Own specific high-impact programmes to operationalise our partner strategy - taking initiatives from definition through to delivery and measurable outcomes

• In your early months, lean into the supplier support space to absorb existing best practices and ensure they are effectively transferred and adapted for the partner context

• Influence collaborating teams across GetYourGuide - particularly Product and Supply - by representing the partner perspective in cross-functional forums and shaping decisions that affect partner experience upstream

• Leverage AI to accelerate strategic work: synthesise unstructured partner feedback, build custom workflows for insight capture and reporting, and actively drive AI adoption and capability-building across the Care team

• Identify structural gaps in how Care currently serves partners and turn them into roadmap-ready initiatives with clear business cases, success metrics, and stakeholder alignment

Your toolkit

• 7+ years of experience in strategy, customer success, or a related field in a fast-paced environment (e.g. marketplace, SaaS scaleup, consulting, or B2B platform); experience in global or multi-market contexts is a plus

• Proven track record of owning and delivering strategic programmes end-to-end - from problem definition through to measurable business impact

• Strong cross-functional influence skills: you can move senior stakeholders in Product, Supply, and commercial teams without direct authority, and build credibility through insight and rigour

• Analytically sharp and data-driven: you define KPIs, interrogate data, and build a clear narrative from both quantitative and qualitative signals

• Demonstrated experience as an AI Power User - you actively use AI for strategic synthesis and analysis, build your own workflows and automations, and help others in your team do the same; concrete examples of impact are a must

• Deep empathy for external stakeholders (suppliers, partners, customers): you are driven by improving their experience and can connect that to business outcomes like CSAT and GMV

• Excellent communication skills in English, written and verbal - you can tailor a strategic narrative for a frontline team and a VP in the same day

• Comfortable operating in ambiguity: you can structure messy problems, create clarity, and move teams forward without perfect information

Extras that give you an edge

• Background in customer success, partner success, or service design in a marketplace or platform environment

• Experience in online travel, e-commerce, or two-sided marketplace businesses

• Familiarity with support tooling and data platforms (e.g. Zendesk, Salesforce, SQL/BI tools, CSAT measurement frameworks)

• Experience building or scaling a voice-of-customer or voice-of-partner programme

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development

• Work from anywhere in the world for 30 days per year

• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.

• Opportunities to collaborate and socialize with a quarterly team event budget

• Access to leading AI tools plus the resources and budget to get the most out of them

• Monthly transportation and fitness budget

• Discounts for you, your friends, and family on GetYourGuide activities

• Language reimbursement program

• Health and wellness benefits

And more…

We’re an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with your application.