Director of Planning and Customer Success

Civana Wellness Resort & Spa•Carefree, AZ

6d•Onsite

About The Position

CIVANA's mission is to inspire mindfully, measurably greater wellness in all who crave it. The CIVANA model is shaped by a wellness philosophy that serves everyone: happiness first, healthiness always. This is delivered via a curated wellness program that focuses on connecting mental, physical, emotional and spiritual needs, providing guests with tools they can take with them wherever they go, and build upon each time they return. ACCOLADES • 2026 Newsweek’s World’s Most Extraordinary Spas • 2026 The Zoe Report Readers’ Choice Awards: #5 Best U.S. Yoga Retreat • 2025, 2024, 2023, 2022, 2021, 2020 Travel & Leisure World's Best Award - Top 10 Destination Spa • 2025, 2024, 2023, 2022, 2021, 2020, 2019 USA Today Readers' Choice Award - Top 10 Best Spa Resort • 2025, 2024, 2023, 2022, 2021, 2020 Conde Nast Traveler Reader's Choice Award - Top Destination Spa in the US • 2025, 2024, 2023 TripAdvisor Traveler's Choice Award • 2025, 2024, 2023, 2022 U.S. News & World Report - Best Hotels in the US • 2024 Oprah Daily Hotel O-Wards - Top Wellness Resort to Find 2024 Your (Higher) Purpose • 2024 Reader’s Digest - 20 Best Wellness Retreats to Help You Relax and Recharge • 2024, 2023, 2022 OpenTable Diners' Choice Award • 2023 Women’s Health Travel Awards - Best Yoga Retreat in the World • 2023 Men’s Health Travel Awards - Top Relaxation Destination • AAA Four Diamond Rating • AAA Inspector’s Best of Housekeeping Award WHY YOU’LL LOVE WORKING AT CIVANA • Affordable health insurance starting the 1st of the month following hire date • Complimentary shift meal • Complimentary access to wellness classes & programming • Generous Team Member & Friends & Family Resort rates and discounts • 401K Retirement Plan with Matching Department: Marketing Reports To: CMO Location: Carefree, AZ THE ROLE Lead 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.

Requirements

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

Responsibilities

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
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
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
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
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