Flóra Hotels
Flóra Hotels
Flóra Hotels

Customer Journey Manager

The Customer Journey Manager is responsible for designing, implementing, and optimizing the end-to-end guest experience — from discovery and booking through post-stay engagement. This role blends creative marketing strategy with hands-on guest insights to strengthen brand reputation, drive direct bookings, and ensure every touchpoint reflects our values and standards.

The Customer Journey Manager reports to the Director of Revenue and Marketing.

Helstu verkefni og ábyrgð
  • Oversee the full customer journey: discovery, booking, pre-arrival, stay, and post-stay experience.
  • Ensure consistent customer communication (emails, confirmations, reviews, loyalty messaging).
  • Manage online presence — website, social media, sales platforms, and digital reputation.
  • Creating and/or taking part in various marketing campaigns.
  • Track guest feedback on all platforms (Surveys, Google, TripAdvisor, sales platforms).
  • Coordinate with operations to fix any recurring guest issues or service gaps.
  • Work with the revenue team to align promotions with demand and pricing.
  • Report on guest satisfaction, online performance, and marketing results.
Menntunar- og hæfniskröfur
  • Minimum 3 + years of experience in a similar role
  • Driven mindset and just do it attitude
  • Strong communication and digital marketing skills
  • Organized, proactive and service focused
  • Strong analytical skills
  • Proficiency in English, both written and spoken
  • Experience in the travel industry is not necessary
Advertisement published23. October 2025
Application deadline3. November 2025
Language skills
EnglishEnglish
Required
Expert
IcelandicIcelandic
Optional
Advanced
Location
Hagasmári 3, 201 Kópavogur
Type of work
Skills
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Work environment
Professions
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