Senior Guest Experience Leader — Remote & Loyalty Innovator

Placements24; Pietermaritzburg; Hybrid; ZAR 600,000 - 850,000; Full time

Benefits offered by this job

Remote work from anywhere in SA

Professional development and training

Home office setup support

Performance-based bonuses

Career advancement opportunities

Inclusive work environment

Job summary

Placements24 is seeking a Senior Guest Experience Manager to lead remote guest engagement strategies across digital touchpoints. You will design programs, analyze feedback, and drive loyalty initiatives while mentoring remote teams to deliver consistent service excellence.

The role emphasizes collaboration with marketing and operations, staying ahead of industry trends, and maintaining a strong online reputation in a fully remote environment.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
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Responsibilities

• Design and implement comprehensive guest experience strategies across various platforms.
• Analyze guest feedback and data to identify areas for improvement and innovation.
• Develop and manage customer loyalty programs and initiatives.
• Train and mentor remote-based customer service teams to ensure consistent service delivery.
• Collaborate with marketing and operations teams to align guest experience initiatives with business goals.
• Monitor industry trends and competitor activities to maintain a competitive edge.
• Manage online reputation and social media engagement related to guest satisfaction.
• Develop and maintain standard operating procedures for guest service excellence.
• Conduct regular performance reviews of guest experience metrics and report findings to senior management.
• Champion a culture of service excellence throughout the organization.

Skills

Remote team leadership

Analytical thinking

Stakeholder engagement

Communication skills

Education

Bachelor's degree in Hospitality Management

Tools

CRM software

Job description

Placements24 is seeking a Senior Guest Experience Manager to lead remote guest engagement strategies across digital touchpoints. You will design programs, analyze feedback, and drive loyalty initiatives while mentoring remote teams to deliver consistent service excellence.

The role emphasizes collaboration with marketing and operations, staying ahead of industry trends, and maintaining a strong online reputation in a fully remote environment.