Guest Experience Manager

Raise Away

2d•$60,000 - $70,000•Remote

About The Position

RAISE AWAY provides kick-ass fundraising solutions to nonprofits and schools, specializing in luxury travel. The Guest Experience Manager, also referred to as a Journey Weaver, is responsible for creating memorable travel experiences for Charity Trip Winners. This role involves meticulous coordination, personalized touches, and acting as a constant companion throughout the traveler's journey, from pre-planning to post-trip feedback. The Journey Weaver will liaise with vendors, manage travel itineraries, offer upgrades, research add-ons, and provide on-call concierge services. This position also involves problem-solving, contributing to service improvement, managing tasks in CRM, and participating in team projects and meetings. The role requires a self-starter who can manage their schedule effectively in a 100% remote environment.

Requirements

Self-starter, 100% remote means no babysitter; you manage your schedule like a grown-up
Experience in product development, design, or other similar role developing experiences for consumers
Strong verbal and written communication skills, with experience presenting
Time management and organizational skills - must have
Accepts feedback well and grows from it
Proactive and an independent problem solver
Customer service skills is a must

Nice To Haves

Past experience in the travel industry a plus
Growth mindset…this is the way
Proficient in Google Workspace is a plus but not required
Prior Hubspot knowledge is a plus
Experience in hospitality or Customer Service is a plus

Responsibilities

Email and phone outreach to Trip Winners
Coordinate travel dates with vendors or internal team
Reach out to Trip Winners after their trip for feedback
Manage travel itinerary for trip winners, including flights, activities, tours, dinners and anything else the client might need
Offer additional nights or upgrades to Trip Winners
Research and book add-ons with vendors
Identify ways to improve the guest experience
Provide on-call concierge services for Trip Winners
Address any Trip Winner needs outside the packaged experience
Participate in problem-solving and presenting solutions to the team
Manage tasks and input data in CRM (Hubspot)
Help Booking Team with quarterly projects
Attend quarterly team gatherings; at least three will be in Southern California
Participate in weekly meetings, Slack, and Asana projects