Customer Experience Senior Specialist

Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.

Accountabilities :

• Design and implement the Host Loyalty Program in partnership with the manager.
• Manage the claims process, ensuring fair and timely compensation for hosts.
• Coordinate the Host Advisory Board, organizing sessions and tracking action items.
• Analyze host feedback and usage metrics to identify areas for app enhancements.
• Develop tailored experiences and support packages for professional hosts (5+ units).
• Support onboarding and ongoing training for new hosts, ensuring consistent engagement.
• Track host happiness and retention metrics, reporting insights to leadership.
• Partner with the guest experience team on policy reviews and unified service initiatives.

• Bachelor’s degree in Business, Hospitality or related field.

• 4+ years’ experience in customer/host experience or operations roles.
• Experience in program management or product management.
• Proficiency in analyzing data and using CRM/digital tools.
• Strong interpersonal and communication skills.