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About the Role

Bob W is seeking a Customer Experience Lead to own and enhance the guest journey, treating it as a product to be designed and improved. This role connects brand standards, guest experience, and commercial outcomes, working within the Marketing team while collaborating across departments. The focus is on making the guest experience unmistakably Bob W, from loyalty programs to local partnerships and property readiness.

Responsibilities

Own the Inner Circle Loyalty Programme: Develop strategy for CRM journeys, member value, and referral mechanics using tools like Twilio Segment and Revinate to drive repeat bookings and lifetime value.
Lead Opening Readiness: Partner with Property and Ops teams to ensure every new launch is on-brand and guest-ready, coordinating everything from photography and content to in-property standards.
Co-own the Guest Insight Loop: Aggregate signals from guest feedback sources (Intercom, Revinate) and translate them into prioritised, actionable improvements across the business.
Support building the Local Partner Network: Collaborate with the Real Estate and Operations teams to source and onboard neighbourhood businesses that shape guest experience, building a structured partnership program.
Govern Guest Communications: Maintain and evolve high standards for all guest-facing touchpoints, including Intercom macros, Messenger templates, and transactional emails.
Support Supply-Side Credibility: Help shape the narrative that positions Bob W as a professional, trusted operator for real estate owners and landlords.
Protect Local Reputation: Manage community relations at the property level, ensuring Bob W remains a "good neighbour" through proactive communication and local engagement.
Drive Efficiency with AI: Integrate AI tools into daily workflow for insight synthesis, reporting, and production, improving quality and speed.
Align Cross-Functional Operations: Participate in and help shape cross-functional rhythms that keep brand standards, guest experience, and operational reality aligned.

Requirements

Managed a loyalty or retention programme with full commercial accountability, demonstrating ability to design guest journeys that measurably drive LTV, referrals, and repeat bookings.
Comfortable orchestrating lifecycle communications and synthesising guest signals using tools like Twilio Segment, SendGrid, Revinate, and Intercom.
Build influence through results rather than hierarchy, acting as a natural connector between Ops, Real Estate, E-Commerce, and Guest Services.
Translate high-level brand strategy into actionable standards that stick, with a relentless focus on details and follow-through.
Track record of coordinating complex workstreams (content, photography, and standards) to ensure new locations or properties open flawlessly.
Can turn messy guest feedback and CRM data into clear, prioritised action plans, using AI tools to speed up synthesis and reporting.
Built structured partner networks or community relationships, managing pipelines with clear criteria to ensure every partnership adds genuine value.
Understand that guest experience is a business engine and can clearly articulate the link between brand investment and occupancy or supply-side credibility.
Use AI tools as a standard part of daily workflow to improve efficiency, reporting, and production quality.
Self-starter who manages own scope and priorities, anticipating bottlenecks in a fast-paced, multi-market environment before they occur.
Excellent written and spoken English is essential.
Fluency in German or another European language is a significant plus.

Skills

Twilio Segment
Revinate
Intercom
SendGrid
AI tools

Location

London, UK

Work Type

Hybrid

Experience Level

Salary/Compensations

£64,000-£80,000

Benefits

Employee stock option plan (ESOP)
Unlimited holiday policy
Free nights and generous discounts at Bob W locations across Europe
Voluntary health insurance
Access to the Oliva mental well-being platform
Sports compensation
Development and growth opportunities, including a discretionary L&D budget
Regular team events

About the Company

Bob W offers hotel-grade consistency with local character, blending comfort, local flair, and sustainability. Apartments are carbon offset and located in interesting European neighborhoods.
Bob W is building a new kind of stay: five-star comfort, local flair, and always a step ahead on sustainability.

Equal Opportunity

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.