Care Strategy Lead

Responsibilities

• Define and own a stakeholder segment of the Care strategy, starting with
• partner and supplier support and success
• process: further develop how we capture, synthesise, and act on partner feedback at scale, and ensure those insights create meaningful feedback loops into Product, Supply, and Care leadership
• Set and own partner target-setting
• defining and tracking CSAT and other success metrics (e.g. GMV contribution, contact rate, resolution quality) on a yearly and quarterly basis; diagnose root causes and translate findings into strategic recommendations

Lead the strategy definition

• taking initiatives from definition through to delivery and measurable outcomes
• to absorb existing best practices and ensure they are effectively transferred and adapted for the partner context
• Leverage AI to accelerate strategic work
• Identify structural gaps in how Care currently serves partners and turn them into

Preferred

• online travel, e-commerce, or two-sided marketplace

Team mission

The Care team at GetYourGuide exists to make every interaction with our platform - for travellers, suppliers, and partners - feel effortless, trusted, and human. We sit at the intersection of customer experience, operational excellence, and business strategy, and we play a critical role in ensuring that the people who power our marketplace can thrive on it. From how we design our support channels to how we measure and improve satisfaction, Care is a strategic function that directly shapes GetYourGuide's reputation and growth.

Within Care, the

Care Experience & Strategy team drives the thinking and direction behind how we support our stakeholders at scale. We translate company strategy into Care roadmaps, lead cross-functional initiatives that improve the experience of travellers, suppliers, and partners, and ensure that data and insight - not assumption - guide every decision we make. As Senior Strategy Lead for Partner Support & Success, you will be a senior individual contributor, owning the strategic agenda for how Care serves and grows our supplier and partner relationships, with direct impact on stakeholder satisfaction and GMV.

Your mission

setting the direction for how we engage, support, and grow these relationships, and translating company OKRs into a clear, prioritised Care roadmap

Own the quarterly Voice of Partner for long-term, transformational projects in our partner support and success space - owning the vision, the business case, and the cross-functional alignment needed to move from ambition to roadmap

Own specific high-impact programmes to operationalise our partner strategy

In your early months, lean into the supplier support space

Influence collaborating teams across GetYourGuide particularly Product and Supply - by representing the partner perspective in cross-functional forums and shaping decisions that affect partner experience upstream: synthesise unstructured partner feedback, build custom workflows for insight capture and reporting, and actively drive AI adoption and capability-building across the Care team roadmap-ready initiatives with clear business cases, success metrics, and stakeholder alignment

Your toolkit

7+ years of experience in strategy customer success, or a related field in a fast-paced environment (e.g. marketplace, SaaS scaleup, consulting, or B2B platform); experience in global or multi-market contexts is a plus

Proven track record of owning and delivering strategic programmes end-to-end - from problem definition through to measurable business impact

Strong cross-functional influence skills: you can move senior stakeholders in Product, Supply, and commercial teams without direct authority, and build credibility through insight and rigour

Analytically sharp and data-driven: you define KPIs, interrogate data, and build a clear narrative from both quantitative and qualitative signals

Demonstrated experience as an

• AI Power User you actively use AI for strategic synthesis and analysis, build your own workflows and automations, and help others in your team do the same; concrete examples of impact are a must
• Deep empathy for external stakeholders (suppliers, partners, customers): you are driven by improving their experience and can connect that to business outcomes like CSAT and GMV
• Excellent communication skills in English, written and verbal - you can tailor a strategic narrative for a frontline team and a VP in the same day
• Comfortable operating in ambiguity: you can structure messy problems, create clarity, and move teams forward without perfect information

Extras that give you an edge

Background in customer success, partner success, or service design in a marketplace or platform environment

Experience in

businesses

Familiarity with support tooling and data platforms

(e.g. Zendesk, Salesforce, SQL/BI tools, CSAT measurement frameworks)

Experience

building or scaling a voice-of-customer or voice-of-partner programme

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with a quarterly team event budget
• Access to leading AI tools plus the resources and budget to get the most out of them

Monthly transportation and fitness budget

• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program

Health and wellness benefits

And more…

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture, check out ‘

how we hire

• ’ and ‘ life at GetYourGuide
• ’. If you have any further questions, please don’t hesitate to get in touch at [email protected]

We’re an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with your application.