Head of Guest Experience & Loyalty (Remote)

Placements24; Klerksdorp; Hybride; ZAR 1 000 000 - 1 600 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Remote work stipend

Health, dental, vision insurance

Career growth opportunities

Flexible hours

Annual reviews and salary adjustments

Access to CX tools

Résumé du poste

Placements24 is seeking a Head of Guest Relations & Customer Experience for a globally focused online travel and hospitality platform. This fully remote leadership role will shape guest journeys across our digital platform and partner properties, driving satisfaction and loyalty from a distributed team.

You will champion analytics, loyalty initiatives and service excellence while collaborating with product, marketing and operations.

Qualifications

• 10+ years in customer experience or guest relations leadership within hospitality, tourism, or travel tech.
• Proven ability to lead remote teams and drive customer satisfaction.
• Strong analytical skills to translate data into actionable insights.
• Excellent communication and stakeholder management.
• Experience with CRM systems and customer feedback platforms.

Responsabilités

• Develop and execute guest relations and customer experience strategies.
• Lead a geographically dispersed guest relations team.
• Define KPIs for customer satisfaction and service quality.
• Analyze feedback and data to identify trends and improvements.
• Implement best practices in service, loyalty, and complaints.
• Collaborate with product, marketing, and operations for a consistent journey.
• Oversee resolution of escalated issues with timely outcomes.
• Develop training programs for customer-facing staff.
• Advocate for a customer-centric culture across the organization.
• Manage budgets for guest relations and customer experience.
• Utilize analytics and reporting tools to track sentiment and effectiveness.

Connaissances

Guest relations

Customer experience

Remote team leadership

Data analytics

Communication skills

Formation

Bachelor's degree in Business, Marketing, Hospitality Management, or related field

Master's degree preferred

Outils

CRM systems

Data analytics tools

Description du poste

Placements24 is seeking a Head of Guest Relations & Customer Experience for a globally focused online travel and hospitality platform. This fully remote leadership role will shape guest journeys across our digital platform and partner properties, driving satisfaction and loyalty from a distributed team.

You will champion analytics, loyalty initiatives and service excellence while collaborating with product, marketing and operations.