Head of Guest Relations & Customer Experience - Fully Remote

Placements24; Klerksdorp; Hybrid; ZAR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Competitive salary

Remote work stipend

Health, dental, vision insurance

Career growth opportunities

Flexible hours

Annual reviews and salary adjustments

Access to CX tools

Job summary

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.

Responsibilities

• 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.

Skills

Guest relations

Customer experience

Remote team leadership

Data analytics

Communication skills

Education

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

Master's degree preferred

Tools

CRM systems

Data analytics tools

Job description

About the Role

Our client, a leader in the online travel and hospitality services sector, is looking for an experienced and visionary Head of Guest Relations & Customer Experience to lead their customer-centric initiatives. This is a critical, fully remote role responsible for defining and implementing strategies that ensure exceptional guest experiences across all touchpoints of our digital platform and partner properties. You will champion customer satisfaction, manage the guest relations team, and leverage data analytics to drive continuous improvement in service delivery. The ideal candidate will have a deep understanding of customer journey mapping, loyalty programs, and conflict resolution within the hospitality or tourism domain. As a remote-first leader, you will excel at building and motivating distributed teams, fostering a culture of service excellence through virtual collaboration and communication. This position offers the unique challenge of shaping the customer experience for a global brand, entirely from your remote workspace. We are committed to building a team that thrives on innovation and a passion for creating memorable experiences for every traveler.

Key Responsibilities

• Develop and execute comprehensive strategies for guest relations and customer experience enhancement.
• Lead, mentor, and manage a high-performing, geographically dispersed guest relations and support team.
• Define key performance indicators (KPIs) for customer satisfaction and service quality, and monitor performance against these metrics.
• Analyze customer feedback, reviews, and data to identify trends, pain points, and opportunities for service improvement.
• Implement best practices in customer service, loyalty programs, and complaint resolution.
• Collaborate with product, marketing, and operations teams to ensure a consistent and positive customer journey.
• Oversee the resolution of escalated customer issues, ensuring timely and satisfactory outcomes.
• Develop training materials and programs for customer-facing staff to enhance service skills and product knowledge.
• Champion a customer-centric culture throughout the organization, advocating for guest needs.
• Manage budgets and resources allocated to guest relations and customer experience functions.
• Utilize advanced analytics and reporting tools to track customer sentiment and operational effectiveness.

Requirements

• 10+ years of experience in customer experience, guest relations, or a related leadership role within the hospitality, tourism, or travel technology industries.
• Proven track record of developing and implementing successful customer experience strategies that drive satisfaction and loyalty.
• Demonstrated experience in managing and leading remote teams.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Deep understanding of customer journey mapping, CRM systems, and customer support best practices.
• Bachelor's degree in Business, Marketing, Hospitality Management, or a related field; Master's degree preferred.
• Experience with customer feedback platforms and survey tools.
• Ability to work effectively in a fast-paced, dynamic, and remote work environment.
• Strategic thinker with a passion for innovation in customer service.

Benefits

• Highly competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance coverage.
• Generous remote work stipend and technology support.
• Significant opportunities for professional growth and leadership development.
• Flexible working hours within a remote-first culture.
• Annual performance reviews and salary adjustments.
• Access to cutting-edge tools and resources for customer experience management.
• Retirement savings plan with employer contributions.