Director of Planning and Customer Success

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CIVANA Wellness Resort & Spa, Carefree, AZ, US

• 2026 Newsweek’s World’s Most Extraordinary Spas
• 2026 The Zoe Report Readers’ Choice Awards: #5 Best U.S. Yoga Retreat
• 2025, 2024, 2023, 2022, 2021, 2020 Travel & Leisure World's Best Award
  - Top 10 Destination Spa
• 2025, 2024, 2023, 2022, 2021, 2020 Conde Nast Traveler Reader's Choice Award
  - Top Destination Spa in the US
• 2025, 2024, 2023 Trip Advisor Traveler's Choice Award
• 2025, 2024, 2023, 2022 U.S. News & World Report
  - Best Hotels in the US
• 2024 Oprah Daily Hotel O-Wards
  - Top Wellness Resort to Find 2024 Your (Higher) Purpose
• 2024 Reader’s Digest - 20 Best Wellness Retreats to Help You Relax and Recharge
• 2023 Women’s Health Travel Awards
  - Best Yoga Retreat in the World
• AAA Inspector’s Best of Housekeeping Award

• Affordable health insurance starting the 1st of the month following hire date
• Complimentary shift meal
• Complimentary access to wellness classes & programming
• Generous Team Member & Friends & Family Resort rates and discounts
• 401K Retirement Plan with Matching

Department: Marketing

Reports To: CMO

Location: Carefree, AZ

Lead our Guest Experience Guides — a team handling thousands of monthly touchpoints across phone, email, chat, and text. Run it as a guest success center, a revenue center, and a curator's studio all at once.

• Lead, manage, and hold the team accountable
• Hire, develop, and retain Guest Experience Guides to a defined "raver" profile
• Run the weekly team L10, own scorecards, and performance manage with care
• Define goals, training, and operational processes for a best-in-class guest success team

• Manage thousands of monthly touchpoints across phone, email, chat, and text — no dropped guests, leads, or dollars
• Own staffing, queue management, response times, and channel strategy
• Act as the Zendesk SME — workflows, reporting, and more
• Drive innovation in tools, tech, and service models that scale with growth

• Hit monthly targets
• Identify selling, upselling, and cross-selling opportunities — rooms, spa, classes, F&B, retail, packages
• Build closing skills and train the team in the power of soft selling
• Treat every touchpoint as a revenue moment without it ever feeling transactional

• Champion guest happiness pre-arrival — treat guests as human beings, not numbers
• Drive customer loyalty and healthy guest sentiment scores
• Make every Guide a walking encyclopedia of CIVANA — classes, healers, treatments, rooms, dining, journeys
• Build the knowledge systems (playbooks, training, certifications, content library) that power curated stays

• Develop, monitor, and report on KPIs against satisfaction, quality, and revenue goals
• Bring guest insight and conversion data into the weekly Marketing L10
• Collaborate with Design and Marketing to improve the pre-arrival journey
• Partner with Brand, Performance, Group Sales, and Delivery for a flawless handoff to property

• An operator and a humanist — equally at home coaching a tough call or rebuilding a Zendesk workflow
• A data lover who runs the business from dashboards and tells stories with numbers
• A closer who builds closers without crushing the soul of the work
• A guest fanatic who believes hospitality is about how you make someone feel, in addition to the technical steps of delivery

• 5+ years leading customer success, contact center, reservations, or guest services — hospitality, wellness, luxury, or premium DTC preferred
• Proven track record running high-volume, multi-channel operations (10,000+ monthly touchpoints or comparable)
• Deep, hands-on Zendesk proficiency — able to act as company SME
• Demonstrated revenue ownership — closing, upselling, cross-selling, sales discipline
• Strong analytical chops — KPIs, scorecards, data-driven decisions
• Strong coaching and leadership skills
• Experience with cross-functional collaboration
• Genuine love for wellness, hospitality, and human connection