Director of Planning and Customer Success

Why Work at CIVANA

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

The Role

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.

What You'll Own

• Lead the Team
  
• 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
  
• Run the Guest Success Center
  
• 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
  
• Drive Revenue
  
• 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
  
• Curate Intentional Stays
  
• 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
  
• Be the Voice of the Guest
  
• Develop, monitor, and report on KPIs against satisfaction, quality, and revenue goals
  
• Collaborate with Design and Marketing to improve the pre-arrival journey
  
• Pearform cross-functional collaboration with Brand, Performance, Group Sales, and Delivery for a flawless handoff to property

  Who You Are

  • 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

    What You Bring

    • 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
      
    • Experienced in 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