EXPERIENCE SUCCESS MANAGER MAYA LUXE RIVIERA MAYA

Who we are

We are leading villa rental company, offering over 150 beautiful properties across the stunning Riviera Maya, from North of Cancun to South of Tulum. We pride ourselves on providing highquality service and creating memorable travel experiences for our discerning clients, as well as focusing on community and sustainable initiatives within our region.

What youll do

In the role of Experience Success Manager, you will be responsible for ensuring that our guests receive exceptional service and enjoy a seamless an memorable experiences from start to finish. This role involves overseeing service delivery, and ensuring all guest needs are met promptly and efficiently. The Experience Success Manager will collaborate with various departments to enhance guests satisfaction and foster longterm loyalty.

Key responsibilities will include but not be limited to

Provider Relationship Management

Follow up regularly with existing experience providers to ensure high levels of satisfaction and performance.
Address any escalations or issues promptly, facilitating communication between providers and internal teams.
Ensure that partnerships remain aligned with our goals and expectations.

Operational Support

Work on the back end to update platforms with new products and offerings from experience providers.
Collaborate with internal teams to streamline processes and improve efficiency in managing experiences.
Document all guests feedback and complaints, analyzing trends to prevent future occurrences.
Develop, monitor and analyzing performance metrics to identify areas for improvement.
Prepare and present reports on guests satisfaction and service performance.

Partnership Alignment

Maintain open lines of communication with providers to ensure mutual goals are being met.
Organize regular checkins and feedback sessions to strengthen partnerships and address any concerns.
Share insights from provider feedback with relevant terms to drive continuous improvements.
Act as primary point of contact for onboarded experience providers, addressing inquiries, resolving issues, and fostering longterm partnerships.

Providers Onboarding

Guide new providers through the onboarding process, ensuring they understand the services available and how to access them.
Customize the onboarding process to meet the specific needs and preferences.

Price Reviews and Service Evaluation

Establish and maintain a systematic schedule for regular price reviews with service providers, execute these reviews, and meticulously track pricing changes over time.
Ensure Triparound and Neartail platforms are consistently updated with the most current pricing and service information.
Organize familiarization trips for the curator, host and sales team, allowing them to experience our service firsthand. This will enhance their ability to effectively promote and sell these offerings to clients by providing them with indepth knowledge and personal insights.

What were Looking for

Proven experience in relationship management, particularly with external partners.
Strong problemsolving skills and the ability to handle escalations effectively.
Excellent communication and interpersonal skills.
Familiarly with updating platforms or managing product offerings is a plus.
An analytical mindset to assess performance metrics and identify areas for enhancement.

Skills an competencies

Excellent communication and interpersonal skills.
Strong problemsolving abilities and proactive approach to issue resolution.
Exceptional organizational skills and attention to detail.
Ability to manage multiple tasks and priorities in a fastpaced environment.
Proficiency in using customer relationship management CRM software and other relevant tools.
Passion for providing exceptional service and creating memorable experiences for guests.
Empathy and understanding of client needs and preferences.

Working Conditions

Officebased with occasional visits to providers sites or other locations as required
Fluency in English is required

If youre interested in joining our team, please send your resume. Were exited to learn more abut your talents.


Bolsa de trabajo México ofrecemos puesto de Experience Success Manager para el sector de Administracion Oficina en la empresa Maya Luxe de Solidaridad. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.