Join to apply for the Customer Journey & OTA Lead role at The Stoke Travel Co.
Overview
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.
Responsibilities
- Own and improve the guest experience from first interaction through post-trip engagement.
- Enhance customer service excellence and OTA performance across platforms such as Booking.com, Hostelworld, Expedia, Viator, and GetYourGuide.
- Ensure listings are accurate, optimised, and conversion-driven.
- Act as a bridge between Marketing, Sales, and Operations, identifying friction points and proactively implementing improvements.
- Research, test and implement new ideas to improve customer service and gastos journey.
Must-Haves
- 2+ years of experience in customer service, hospitality, travel, or OTA management.
- Hands‑on experience with at least one major OTA (Booking.com or Hostelworld preferred).
- Strong spoken and written English and Spanish.
- Highly organised with excellent attention to detail.
- Calm under pressure, festivals don’t care if you\u Shadow may be having a bad day.
- Confident in making decisions and owning outcomes.
Nice-to-Haves
- Experience in hostels, tours, or festival travel.
- Familiarity with channel managers or PMS systems.
- Experience managing interns or junior staff.
- Based in Barcelona or willing to relocate.
Why Work With Stoke
- Fast‑paced, fun, slightly chaotic, young company.
- Real ownership and responsibility from day one.
- Direct impact on sales and guest experience.
- A team that works hard and doesn’t take itself too seriously.
Please email resumes to ****** if you are interested. We are looking for an ASAP start date.
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