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.
At 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 such as Booking.com, Hostelworld, Expedia, Viator / GetupiGuide. You'll be ensuring listings are accurate, optimized, and conversion‐driven.
Working 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.
We 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.
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 organized with excellent attention to detail
Calm under pressure, festivals don't care if you're 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
We are a 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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