Department: Marketing
Reports To: CMO
Location: Carefree, AZ
THE ROLELead our Guest Experience Guides - a team handling thousands of monthly touchpoints across phone, email, chat, and text. Run it as a guest success center, a revenue center, and a curator's studio all at once.
WHAT YOU'LL OWN1. Lead the Team- Lead, manage, and hold the team accountable
- Hire, develop, and retain Guest Experience Guides to a defined "raver" profile
- Run the weekly team L10, own scorecards, and performance manage with care
- Define goals, training, and operational processes for a best-in-class guest success team
2. Run the Guest Success Center- Manage thousands of monthly touchpoints across phone, email, chat, and text - no dropped guests, leads, or dollars
- Own staffing, queue management, response times, and channel strategy
- Act as the Zendesk SME - workflows, reporting, and more
- Drive innovation in tools, tech, and service models that scale with growth
3. Drive Revenue- Hit monthly targets
- Identify selling, upselling, and cross-selling opportunities - rooms, spa, classes, F&B, retail, packages
- Build closing skills and train the team in the power of soft selling
- Treat every touchpoint as a revenue moment without it ever feeling transactional
4. Curate Intentional Stays- Champion guest happiness pre-arrival - treat guests as human beings, not numbers
- Drive customer loyalty and healthy guest sentiment scores
- Make every Guide a walking encyclopedia of CIVANA - classes, healers, treatments, rooms, dining, journeys
- Build the knowledge systems (playbooks, training, certifications, content library) that power curated stays
5. Be the Voice of the Guest- Develop, monitor, and report on KPIs against satisfaction, quality, and revenue goals
- Bring guest insight and conversion data into the weekly Marketing L10
- Collaborate with Design and Marketing to improve the pre-arrival journey
- Partner with Brand, Performance, Group Sales, and Delivery for a flawless handoff to property
WHO YOU ARE- An operator and a humanist - equally at home coaching a tough call or rebuilding a Zendesk workflow
- A data lover who runs the business from dashboards and tells stories with numbers
- A closer who builds closers without crushing the soul of the work
- A guest fanatic who believes hospitality is about how you make someone feel, in addition to the technical steps of delivery
WHAT YOU BRING- 5+ years leading customer success, contact center, reservations, or guest services - hospitality, wellness, luxury, or premium DTC preferred
- Proven track record running high-volume, multi-channel operations (10,000+ monthly touchpoints or comparable)
- Deep, hands-on Zendesk proficiency - able to act as company SME
- Demonstrated revenue ownership - closing, upselling, cross-selling, sales discipline
- Strong analytical chops - KPIs, scorecards, data-driven decisions
- Strong coaching and leadership skills
- Experience with cross-functional collaboration
- Genuine love for wellness, hospitality, and human connection
