Director of Customer Experience CG

About the role

Our client is an early‑stage aviation venture developing a high‑end leisure‑focused carrier serving the Southeast, Caribbean, and select Latin American destinations. The founding group brings together leaders from luxury hospitality, yachting, and private aviation, with the ambition of delivering a guest experience that rivals five‑star resorts and ultra‑luxury cruise lines. The role provides an opportunity to define and operationalize every guest‑facing touchpoint, from booking through arrival, in close partnership with the CEO and executive team.

This role calls for a hospitality executive who understands that brand promises are kept (or broken) in the operational details, and who can translate vision into trainable, scalable, repeatable standards.

• Define the end‑to‑end guest journey, including digital, ground, in‑flight, and post‑flight touchpoints
• Develop service standards, brand voice guidelines, and signature experience moments that differentiate the carrier
• Establish guest segmentation, personalization frameworks, and loyalty program design in partnership with marketing
• Design food and beverage programs, curate amenity kits, in‑flight entertainment, soft product, and cabin ambiance details
• Define ground experience standards, including private terminal partnerships, lounge experiences, and curbside service
• Build cabin crew and customer‑facing service training curriculum, mystery shopper protocols, and performance feedback loops
• Establish service recovery protocols, guest issue resolution frameworks, and guest‑facing performance metrics
• Build the guest feedback infrastructure, including post‑flight surveys, NPS tracking, and qualitative research
• Report guest experience performance to the executive team and board

• 10+ years of progressive customer experience or service leadership in luxury hospitality, premium aviation, or ultra‑luxury travel
• Demonstrated success defining and launching guest experience programs at a brand known for service excellence
• Strong command of service design methodology, training program development, and operational execution
• Track record of translating brand vision into measurable frontline behaviors
• Bachelor's degree in Hospitality, Business, or related field; advanced degree a plus

• Prior experience at a Forbes Five‑Star or AAA Five‑Diamond hospitality brand
• Background in private aviation, premium charter, or ultra‑luxury cruise environments
• Experience launching a new brand or new service category
• Multilingual capability, particularly Spanish or Portuguese

• Base Salary: $190,000 to $240,000 annually + Performance‑Based Compensation
• Comprehensive health, dental, and vision insurance (employee and family coverage)
• 401(k) retirement plan with employer contribution
• Flexible paid time off (PTO) policy

Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status.