CUSTOMER JOURNEY & OTA LEAD

As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups and reviews. At the core of this role is customer service excellence and OTA performance. You will manage and evolve how we communicate with guests throughout their journey, ensuring seamless interactions across multiple touchpoints. This includes developing and implementing strategies for improving guest satisfaction, loyalty, and retention. Additionally, you will oversee the optimization of our online travel agency (OTA) presence to drive bookings and revenue growth. The ideal candidate will have a strong background in customer-facing roles, with experience in managing complex customer journeys and optimizing OTA performance. You should be able to demonstrate expertise in process improvement, data analysis, and stakeholder communication. If you are passionate about delivering exceptional customer experiences and driving business results through data-driven insights, we encourage you to apply for this exciting opportunity.