Senior Manager of Global Guest Experience

Luxury Segment of a Global Technology Company


Hospitality, Travel, Leisure


San Francisco, CA / New York, NY


Product Strategy



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Position details

Client / Situation

  • Our client is at the forefront of innovation for hospitality which acquired a global leader in luxury travel, aiming to combine the best of world-class technology and hospitality to create an unparalleled guest experience, with access to the world’s finest homes
  • They engaged us to find a Senior Manager of Global Guest Experience who will own thinking about how to holistically improve the guest journey, both online and offline, for luxury travelers

Objectives / Mandate

  • Develop, design, pilot, launch, and scale new models and approaches to the luxury guest experience
  • Partner with hosts (homeowners and property managers) and partners (boutique hotels, etc.) to build new approaches to deliver world class experiences
  • Develop and execute a strategy and service model capable of providing a bespoke level of service with consistent quality standards spanning hundreds of markets across the world
  • Work closely with multiple cross-functional partners, including product to develop tools to enable partners and guests, product marketing, engineering, design, research, data science, FP&A, legal, and global on the ground operations
  • Conduct qualitative and quantitative analysis and reporting and deliver insights to broader team, including executives

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