Role Description Join us as the Guest Relations Manager and serve as the first and primary point of contact for all post-trip guest feedback. Guest feedback can be received by phone, email, letter, and through electronic post voyage survey. The Guest Relations Manager bridges frontline guest relations and company-wide guest experience analytics. This individual is responsible for directly engaging guests to resolve concerns and enhance satisfaction, while also leading the analysis of post-trip guest feedback and performance metrics. This role transforms feedback into insights and delivers executive-level reporting that informs strategic decision-making across the organization. This position requires strong analytical skills with experience interpreting survey data and performance metrics, active listening skills, excellent interpersonal skills, the ability to write and communicate with finesse, attention to detail, and the ability to respond carefully in a time-sensitive environment. Qualifications - B.A./B.S. required. - At least 5-10 years of work experience in guest relations/customer service, preferably in the luxury travel/expedition market. - Proven experience handling guest complaints and service recovery. - Strong analytical skills with experience interpreting survey data and performance metrics (Net Promoter Scores, Excellence Overall, and similar). - Strong skills in time management, handling multiple tasks, setting priorities, and meeting deadlines. - The ability to work independently as well as with others in a team environment. Requirements - Ability to become a proficient user of the company’s various systems including: Seaware reservation system and Salesforce. - Experience with survey platforms (e.g., InMoment, Forsta +, Qualtrics or other). - Proficiency with Microsoft Office Word, Excel, and PowerPoint. Benefits - Travel benefits for employees and their family. - Voyage of Discovery trips for employees to travel as guests. - Health insurance including Medical, Dental, Vision. - 401(k) plan with employer match. - Long-Term Disability, Life & AD&D Insurance. - Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care. - Pre-Tax Commuter Benefit. - 7-8 Paid Holidays. - 1 Floating Holiday Options. - Up to 15 days of vacation (pro-rated per anniversary year). - Parental Leave. - Sick/personal days per city & state ordinance. - Pet Insurance discount. Physical Demands While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms.

• Drive new business development by identifying, prospecting, and signing hotel partners around the world into The Guestbook's cash back rewards program • Build and manage a robust sales pipeline, accurately forecasting revenue and tracking progress against quota • Establish strong rapport with hotel decision-makers in order to maximize profitability and increase retention of accounts • Lead the full sales cycle from outreach and discovery through contract negotiation and close • Collaborate closely with the Partner Success Team to ensure a seamless handoff and onboarding experience for newly signed hotel partners • Analyze traveler needs, current market trends in travel, and potential partnerships from an ROI perspective • Assess current competitor offerings, seeking opportunities for differentiation • Represent The Guestbook at industry tradeshows, conferences, and events to build a pipeline of new hotel partners • Seek opportunities to create integrations and strategic relationships with industry partners

• Build and execute SOCi’s partner marketing strategy — co-marketing campaigns, webinars, and co-branded content • Activate partner-led customer advocacy — surfacing case studies, referrals, and testimonials that support conversion and prospect confidence • Coordinate partner events, sponsorships, and activations against clear ROI and pipeline goals • Run MDF (market development funds), SPIFFs, and partner incentive programs day-to-day, tracking spend against return • Bring recommendations and simple business cases for where to invest partner marketing effort, with forecasted pipeline impact • Adapt SOCi’s sales and product materials — decks, one-pagers, battlecards, demos, case studies — into partner-ready, co-branded, and white-labeled versions partners can confidently use to sell SOCi • Build repeatable templates and a self-serve resource hub so adaptation scales across many partners without starting from scratch each time • Create interactive, self-guided product demos (e.g., Navattic) for partner-led selling and training • Develop partner training and onboarding content that keeps product knowledge, positioning, and brand representation consistent across the ecosystem • Use AI tools to draft, adapt, and localize partner marketing and enablement materials faster — turning multi-day asset builds into same-day turnarounds • Build and document a reusable library of AI workflows and prompts so the team produces on-brand, partner-ready assets consistently and at scale • Manage partner communications — newsletters, product and roadmap updates, and inputs to business reviews — to drive engagement and retention • Serve as a key connection point across Sales, Product Marketing, Demand Gen, and Brand, keeping partner priorities aligned and surfacing partner feedback to Product

• Operate as an authority in behavioral health trends both clinically and within geographical market environments. • Build coordinated account plan strategies including understanding of account structures and patient flow, access landscapes, and emerging market/account trends. • Garner insights that anchor strategic account plans aligned to customer needs & brand strategies to deliver on local market opportunities. • Drive account plan development, ensure clarity on roles & responsibilities, champion our Neuroscience Ways of Working, and drive accountability across coalition teams to pull though account plans tactics. • Identify, engage, and develop relationships with population health decision makers who influence care within behavioral health marketplace and systems. • Integrate priority resources, engage internal key partners, and education that activate customers to increase patient access across care delivery, care coordination, trade, and payer accounts. • Proactively lead internally including field sales, home office, etc. to meet/complete brand marketing strategies and facilitate execution of account plans. • Consistently adhere to all company current compliance guidelines and policies.