Remote Senior Guest Experience Strategist

Placements24; Cape Town; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Remote work

Job summary

Placements24 seeks a Senior Guest Experience Manager to lead customer-centric initiatives in a fully remote role. You will design, refine strategies to ensure exceptional guest journeys across touchpoints, champion the voice of the customer, and collaborate with marketing, operations and product teams.

A strong hospitality background and proven CX leadership are essential. You will analyze feedback, oversee training programs, and drive service excellence while fostering loyalty and innovation in

Qualifications

• Master's degree required in a related field.
• 7+ years in guest relations or customer experience in hospitality or tourism.
• Proven success in developing and implementing CX strategies.
• Exceptional communication, interpersonal and problem-solving skills.
• Ability to work autonomously and manage multiple projects remotely.
• Experience with CRM systems and feedback analysis tools.

Responsibilities

• Develop and execute a comprehensive guest experience strategy aligned with company objectives.
• Analyze guest feedback from surveys, reviews, and direct interactions to identify improvement areas.
• Design and implement staff training to enhance customer service and brand standards.
• Collaborate with marketing, operations, and product teams to ensure a cohesive guest journey.
• Manage and resolve escalated guest issues professionally and efficiently.
• Stay updated on industry best practices and trends in guest experience management.

Skills

Communication

Problem solving

Team collaboration

Autonomy

Remote work

Education

Master's degree in Hospitality Management/Business/Marketing

Tools

CRM systems

Job description

Placements24 seeks a Senior Guest Experience Manager to lead customer-centric initiatives in a fully remote role. You will design, refine strategies to ensure exceptional guest journeys across touchpoints, champion the voice of the customer, and collaborate with marketing, operations and product teams.

A strong hospitality background and proven CX leadership are essential. You will analyze feedback, oversee training programs, and drive service excellence while fostering loyalty and innovation in