Empresas: Minor Hotels Europe & Americas

What will be your mission?

The Digital Journey Manager will be responsible for the design, evolution and implementation of the end-to-end digital customer journey across Minor hotel brands .
Reporting to the Customer Experience area (part of Brand Strategy & Customer Experience department) , this role will play a key part in shaping consistent, seamless and brand-aligned digital experiences throughout the guest journey.

The position combines strategic journey design with strong execution and cross-functional coordination , acting as the business owner of all key digital guest experience initiatives.

What will you do?

• Define and evolve the digital customer journey by brand, from pre-stay to post-stay, ensuring alignment with brand positioning and customer experience principles.
• Lead the end-to-end design and implementation of digital journey initiatives, including (but not limited to):
  • Self-check-in
  • Online check-in & Online check-out
  • Digital check-in model, digital registration and identification flows
  • Web stay experience
  • Mobile key and in-stay digital services
  • IA chat service / Digital concierge
  • In room TV and entertainment
  • Digital signage
  • Upselling, screens monetization and cross-selling opportunities
• Act as journey owner for digital touchpoints, translating customer needs, CX insights and brand strategy into clear functional and experience requirements.
• Coordinate internally with cross-functional teams (IT, e-Commerce, Digital, Operations, Revenue, CRM, Marketing, etc.) and external partners to ensure successful delivery and scalability of digital projects.
• Work closely with technology teams to ensure customer-centric experience, operational feasibility and brand consistency across all solutions.
• Define KPIs and success metrics related to the digital journey, monitor performance and identify continuous improvement opportunities.
• Support pilots and roll-outs across different hotel formats and regions, ensuring proper change management and adoption.
• Ensure continuous improvement.
• Contribute to the documentation of digital journey standards, guidelines, and best practices.
• Stay up to date on digital hospitality trends and best-in-class benchmarks, identifying opportunities to enhance the guest experience.

What are we looking for?

Experience:

• Proven experience (8+ years) in digital customer journey, digital CX, product or experience roles, ideally within the hospitality or travel industry.
• Previous experience in a hotel chain or hospitality group will be highly valued.
• Strong understanding of digital guest touchpoints across the hotel journey (booking, arrival, stay, departure, post-stay).
• Experience leading cross-functional digital projects, working with IT, digital product, e-commerce and operations teams.
• Solid understanding of UX, service design and customer-centric methodologies.

Qualifications:

• Degree in Business Administration, Digital, Marketing, Hospitality Management, Engineering or a related field.
• A master’s degree or postgraduate qualification in Digital Transformation, Customer Experience, Service Design or Hospitality Management will be considered a plus.
• Fluent English and Spanish (written and spoken).
• High knowledge of Excel, PowerPoint, Word.
• A marketing and business driven mindset, including analytical skills and great attention to detail.
• Good technological knowledge will be valued.
• Exposure to cross functional or transversal projects
• Ability to combine strategic thinking with operational execution.
• Excellent stakeholder management and communication skills.

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.
• Career development opportunities full of national and international challenges.
• Wide range of training programmes to enhance your skills.
• Wellbeing initiatives, including flexible working conditions.
• Team member recognition programmes, including Memorable Dates.
• Ability to make a difference through our sustainability programme and volunteering initiatives.
• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.

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