• Own a portfolio of Growth and Strategic accounts from post-onboarding through long-term success • Translate customer goals into concrete success plans tied to operational and CX metrics • Diagnose performance issues and lead improvement plans with clear owners and timelines • Hold customers and internal teams accountable when progress stalls • Track and communicate impact clearly using data, not anecdotes • Master all product features, common use cases, and understand our integration capabilities • Explain technical concepts clearly to non-technical stakeholders • Understand complex automations and provide best practice recommendations • Consistently demonstrate new features to clients and tailor product updates based on specific needs • Understand the cost, headcount, and revenue implications of CX decisions • Engage confidently with senior stakeholders including CX leaders and executives • Identify expansion opportunities rooted in demonstrated value • Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact • Navigate procurement, pricing conversations, and contract tradeoffs with confidence • Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes • Bring structured, well-scoped customer feedback back to the product and engineering teams • Participate in cross-functional projects and develop strong internal partnerships • Mentor team members and influence others' professional growth • Lead training sessions with key stakeholders • Create customer-facing content, training materials, and improve existing documentation • Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases • Engage actively in our private Slack community as a thought leader and trusted resource

• Proactive account management of existing customers • Driving adoption and reactivation to improve software usage • Supporting onboarding of new customers • Clearly and courteously explaining digital solutions • Documenting activities in the CRM system • Assisting with trade shows and events

• Manage and optimise guest communication journeys across the portfolio. • Oversee lifecycle automations and guest communication workflows. • Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective. • Monitor guest journey performance and continuously identify opportunities for improvement. • Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly. • Own the creation and execution of all brand-level newsletters. • Write compelling and engaging copy for CRM communications. • Create newsletter layouts and supporting creative assets using approved brand templates and tools. • Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency. • Manage editorial calendars and campaign scheduling. • Oversee CRM activity across all properties. • Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines. • Support hotel teams with campaign planning, audience targeting, and CRM execution. • Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership). • Produce monthly CRM performance reports for the portfolio. • Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution. • Analyse campaign performance and provide actionable recommendations. • Ensure reporting standards are consistent across all properties. • Maintain high standards of database health and data quality.

• Serve as key support contact for providers, responding to inquiries and resolving issues in a timely and professional manner. • Build and maintain positive relationships with Marketplace providers to promote engagement and satisfaction. • Actively manage procedure additions and deletions, and create new bundles as needed. • Manage customer requests and follow established processes for issue resolution. • Monitor customer activity and proactively identify opportunities to improve the customer experience, including mitigating partner attrition. • Provide guidance on Marketplace tools, features, and best practices.