PAs 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. /ppbr/ppAt the core of this role is customer service excellence and OTA performance. You will manage and evolve how we communicate with guests, while also fully owning our OTAs (Online Travel Agency) platforms. These including Booking.com, Hostelworld, Expedia, Viator / GetYourGuide. You’ll be ensuring listings are accurate, optimised, and conversion-driven. /ppbr/ppWorking closely with the Marketing, Sales, and Operations teams, this role acts as the bridge between what we promise online and what guests experience on the ground. You’ll be expected to identify friction points, spot patterns in guest feedback, and proactively implement improvements that increase satisfaction, reduce issues, and drive stronger reviews and repeat bookings. /ppbr/ppWe are looking to revolutionise how we handle customer service and the customer journey at Stoke, moving away from reactive inbox management and toward a structured, thoughtful, and guest-obsessed system. Someone open-minded, analytical, customer-focused, and willing to research, test, and implement new ideas will thrive in this role. /ppbr/ppWHO WE ARE LOOKING FOR /ppbr/ppMust-haves: /pulli2+ years of experience in customer service, hospitality, travel, or OTA management /liliHands-on experience with at least one major OTA (Booking.com or Hostelworld preferred) /liliStrong spoken and written English and Spanish /liliHighly organized with excellent attention to detail /liliCalm under pressure, festivals don’t care if you’re having a bad day /liliConfident in making decisions and owning outcomes /li /ulpbr/ppNice-to-haves: /pulliExperience in hostels, tours, or festival travel /liliFamiliarity with channel managers or PMS systems /liliExperience managing interns or junior staff /liliBased in Barcelona or willing to relocate /li /ulpbr/ppWHY WORK WITH STOKE /ppbr/pulliWe are a fast-paced, fun, slightly chaotic, young company /liliReal ownership and responsibility from day one /liliDirect impact on sales and guest experience /liliA team that works hard and doesn’t take itself too seriously /li /ulpbr/ppPlease email resumes to if you are interested. We are looking for an ASAP start date. /ppbr/ppbr/p