Guest Experience Manager

Location: Remote work

About Raise Away

We provide kick-ass fundraising solutions to nonprofits and schools, specializing in luxury travel. Our core values are Fun, Unique, and Creative. Team core values: Empathy, Adaptability, and Reliability.

About the Role

Imagine a world where travel isn't just about going from one place to another but about unlocking the magic of the unknown. At Raise Away, we exist to create moments that linger in memory. We're not just planning trips; we're crafting spells that whisk Charity Trip Winners away to experiences beyond their imagination. As a Journey Weaver, you're the keeper of this magic, the architect of luxury, and the guide who ensures our travelers are well taken care of, every step of the way.

Your focus is not just destinations, but the hearts of those you guide. Armed with empathy and a white-glove touch, you'll tailor each adventure with personal details—birthdays, wine tastes, family nuances, among others. This role is about crafting not just trips, but about turning each vacation into a handcrafted journey of delight and individual exploration.

• Master of Memorable Journeys: Live into your passion for seamless coordination. As the main pillar between dreams and reality, you'll carry out each journey to perfection, liaising with vendors and sprinkling bespoke touches tailored to each Charity Trip Winner. Your role is to ensure the execution is as flawless as the planning, wrapping every trip in a bow of personalized care and professional excellence.
• Travel Guardian: From the first spark of anticipation to the afterglow of return, you'll be the constant companion for our Charity Trip Winners, guiding them through every phase of their journey. As a guide from pre-planning, to on-the-spot adjustments mid-trip, through to post-trip feedback, you ensure they enjoy a seamless and positive experience at every step.
• Solution Architect: You're adept at identifying challenges, crafting effective solutions, and sharing these insights with the team. Your role enhances every trip into a memorable adventure and contributes to the continuous improvement and evolution of our service.

Responsibilities

• Email and phone outreach to Trip Winners
• Coordinate travel dates with vendors or internal team
• Reach out to Trip Winners after their trip for feedback
• Manage travel itinerary for trip winners, including flights, activities, tours, dinners, and anything else the client might need
• Offer additional nights or upgrades to Trip Winners
• Research and book add-ons with vendors
• Identify ways to improve the guest experience
• Provide on-call concierge services for Trip Winners
• Address any Trip Winner needs outside the packaged experience
• Participate in problem-solving and presenting solutions to the team
• Manage tasks and input data in CRM (Hubspot)
• Help Booking Team with quarterly projects
• Attend quarterly team gatherings (vary across the globe, e.g., Africa in June 2026)
• Attend in-person team-only meetings twice per year
• Participate in weekly meetings, Slack, and Asana projects

Requirements

• Self-starter; 100% remote means no babysitter—you manage your schedule like a grown-up
• Experience in product development, design, or other similar roles developing experiences for consumers
• Past experience in the travel industry a plus
• Growth mindset
• Proficient in Google Workspace is a plus but not required
• Prior Hubspot knowledge is a plus
• Strong verbal and written communication skills, with experience presenting
• Time management and organizational skills—must have
• Accepts feedback well and grows from it
• Proactive and an independent problem solver
• Customer service skills is a must
• Experience in hospitality or Customer Service is a plus

Benefits

• A role at a kick-ass company
• Unlimited vacation
• Flexible work environment, 100% remote
• $60,000-$70,000 base salary (final number dependent on experience)
• Travel to amazing destinations around the world on our dime
• Health, dental, 401K, and life insurance
• Passport Program: get a Raise Away trip once a year on us, plus airfare
• Level Up: internal fund to help you grow personally and professionally