CUSTOMER EXPERIENCE – DIGITAL GROWTH & RECOVERY SPECIALIST

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.JOB DESCRIPTION:We are looking for a strong digital profile to ensure the delivery of Customer Experience Design & Automation of Growth and Churn prevention programs, to drive revenue through digital+human orchestrated engagement and prioritized opportunities.We are in search of a creative, proactive, organized, and eager-to-learn individual, ideally with a background in the travel industry, to significantly contribute to the development of our digital-first commercial and operational model for both retail and wholesale clients.This role offers an exciting opportunity for someone who thrives on challenges, enjoys learning new technologies and methods to tackle complex problems for the first time, and can maintain both a detailed and high-level perspective on initiatives, programs, and roadmaps.You will work closely with the broader Customer Experience & Automation team, partnering with the Commercial and Operations functions, and coordinating with Product Management teams.The ideal candidate will be adept at quickly adapting to new situations and will have experience working in a dynamic, ever-changing environment. Resilience, enthusiasm, positivity, and innovative thinking are also essential qualities we are seeking. RESPONSIBILITIESAssist in defining the existing customer lifecycle initiatives together with Commercial and Operations, using the tactics and channels with a fundamental usage of automation to respond to each specific needs and to reach established business targets and objectives.Contribute towards the overall existing customer experience and automation strategy.Be accountable for the execution of some of the global service, adoption, growth and churn prevention programs and activities, working together with the wider Customer Experience Design & Optimization. Collaborating and ensuring delivery that fulfils the Digital Strategy, the department KPIS and to overall company 4 Years plan focusing on continuously improvement and innovation.Reporting, monitor and optimization activities to ensure on-time delivery, cost-efficiency, highest quality standards and the highest ROI.Capture Customer (Customer/User), Commercial and Operations feedback to find opportunities to automate and digitalize manual business processes related to increase overall client experience their efficiency and effectiveness.Collaborate with peer areas of Digital Sales & Automation and Hotel Experience Design & Optimization to share best practices and create synergies.Align objectives, technology & processes to develop the solutions to support the Onboarding, Adoption, Service, Growth & Recovery Programs Strategy.Co-design with Commercial area the Digital-first CX model and growth and retention automated programs to achieve business goals.MAIN SKILLSAt least 3 years’ experience in a lifecycle role, with responsibilities either on revenue maximization and churn reduction.Proficient in digital engagement platforms (ideally Sales Force Marketing Cloud, Appcues, Landbot and Salesforce)Previous experience with AI/ Generative AI tools and prompting knowledge will be advantageousChatbots deployment experience is a plusExperience in multichannel engagement programs (including e-mail, social media, in app, webinars, chatbot, whatsapp, etc.)Stong analytical skills and experience in conversion rate optimization tactics and toolsKnowledgeable of customer-centric design methodologies, Agile, Safe and LeanWriting and copy-editing experience with ability to work collaboratively with an in-house content teamGrowth hacking approach and mindset, with adaptability and flexibility to think beyond and come up with out of the box feasible solutionsExcellent presentation and negotiation skills with audiences of varied level of seniorityStrong communicator with great verbal and written skills both in Spanish and EnglishExceptional attention to detail, project management skills, program management and strategy definitionStrong computer and organizational skills, including advanced Excel and PowerPoint skillsHighly professional work ethic and outcome/delivery oriented, able to coordinate resource, time and stakeholders to deliver high-value results.You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment.Have the opportunity to build strong and lasting business relationships and friendships from around the world.Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.