Guest Experience Lead, evoTrip

Description

evo Purpose: To make life better by building community and igniting the adventurous spirit that lives within us all. evo is leading multi-channel retail brand that stands at the intersection of community, commerce, action sports and the outdoor lifestyle. This is personified by a distinctly curated product assortment and a creative approach to crafting highly differentiated customer experiences. We define success differently than most. Balancing our goals of (1) building an iconic brand and business (2) creating an extraordinary place and path for our employees and (3) leveraging our success to give back, helping to empower underprivileged children is paramount to evos success. We have a passion for community, sports and lifestyle, and a collective hunger when it comes to building a great company together.

The Job

The Guest Experience Lead - evoTrip, is a vital operational role for our growing adventure global travel business, centered on Mountain Biking and Snowsports in iconic destinations across the globe.  

This fast-paced and dynamic role is ultimately responsible for providing guests with a seamless and positively memorable experience from researching their trip, through booking, departure, and post-trip, whether taking a trip fully owned and operated by evo, or on a partner trip from one of our carefully curated partners.  

You will partner and interface with tour operators, guests, brands, suppliers, and internal evo teams to bring the best assortment of trips to our guests. Once trips are created and published you will oversee the communication between guests and evoTrip ensuring that customers receive a pre-trip experience that only evo can provide. You will liaise with suppliers and in-country teams/partners to ensure that guests' trip experience exceeds all expectations and solicit feedback and insights that improve future trips.  

As part of our growth strategy, this role will work with the Senior Manager evoTrip, to elevate and improve the end-to-end guest experience. You will also partner with our hospitality brands including Rhythm, evo Hotel, and The Journeyman Lodge to integrate evoTrip into brands.  

The Perks

• 100% paid health dental and vision*
• Paid vacation time*, sick leave, 40 hours volunteer paid time off
• Paid parental leave for birthing & non birthing parents
• Retail quarterly bonus program, profit share program* and long-term compensation program
• 401k matching
• Employee discount and access to pro deals on most the products we sell
• NGEY (New Gear Every Year): a new ski or snowboard setup to use for the season*
• Bike finance program and bike stipend
• Time together outside, volunteer activities, community events, ride days and annual retreat
• Flexible work schedules, remote work for eligible roles, and dog friendly offices
• Career pathing, leadership development, network development, training and performance feedback

Note: Availability of the benefits and perks may be subject to your location, tenure and employment type. The Company reserves the right to alter these benefits and perks in whole or in part at any time.

*Benefit not eligible for seasonal employees

The Opportunity

Operations

• Communicate new trips, evoTrip needs, and dependencies to cross-functional partners including marketing, e-commerce, and other departments as needed.  
• Liaise with partners and operators on new trips and inventory levels of existing trips  
• Ensure trips remain on budget. 
• Work with senior manager to identify needs for resources (tooling, process etc) that improve sales/reservations and the guest experience.    
• Works with merchandising team and/or brand partners to support on-trip experience and product activations as needed. 

Guest Experience

• Customer communications; from research/ booking/pre-trip/during/post-trip information with customers. 
• Converts trip sales through deep knowledge of our trips and service levels that only evo can provide. 
• Use customer feedback to recommend new ways to improve the guest experience. 
• Create a scalable program for gathering and using reviews.  
• Resolve customer issues as and when they arise throughout the guest journey  

Production

• Gather trip descriptions and photos needed to create trip product pages from tour operators, ensuring assets are all complete and up to brand standards. 
• Provide inputs to marketing briefs for evoTrip campaigns  
• Provide inputs to the eCommerce and creative teams for your digital content needs 
• Ensure acc