We are currently working with a cool leisure business that is looking for a dynamic and results-driven Booking Systems Manager to join its team. In this key role, the successful candidate will be responsible for managing and optimizing the booking system's customer journey, ensuring a seamless and high-converting experience that drives increased conversion rates and customer satisfaction. This role will also involve identifying new sales opportunities, enhancing upsell strategies, and working closely with marketing and sales teams to align efforts in delivering a best-in-class reservations experience.
Key Responsibilities:
* Oversee the performance, reliability, and user experience of the reservations system.
* Continuously analyze the reservations journey to identify and implement improvements that boost conversion rates and customer satisfaction.
* Collaborate with IT teams on system updates, integrations, and troubleshooting.
* Monitor reservations trends, user behavior, and drop-off points to optimize the reservations funnel.
* Identify opportunities for upsells, cross-sells, and pricing strategies to enhance the reservations experience.
* Align with marketing teams to ensure promotions and messaging are effectively integrated within the reservations journey.
* Develop and execute A/B tests to improve user engagement and conversion.
* Partner with cross-functional teams including IT, marketing, sales, and finance to ensure smooth system performance and integrations.
* Gather and analyze customer feedback to minimize friction and enhance user experience.
* Stay updated on industry trends and competitor benchmarks to maintain a best-in-class reservations experience.
Requirements:
* Proven experience in booking systems management, conversion rate optimization (CRO), or digital customer experience.
* Strong analytical skills with the ability to translate data insights into actionable improvements.
* Experience working collaboratively with IT, marketing, sales, and external partners.
* Technical knowledge of reservations platforms, payment systems, and integrations.
* Proficiency in Google Analytics, A/B testing tools, and UX optimization strategies.
* Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Desirable Skills:
* Experience in the hospitality, entertainment, or leisure industries.
* Familiarity with CRM and automation tools to enhance the reservations journey.
* Basic knowledge of HTML, CSS, or web technologies.
* Experience with tools such as Hotjar, FullStory, or Mixpanel is a plus.
This is an exciting opportunity for an individual passionate about digital experiences, with the skills to optimize customer journeys and drive growth through a top-tier reservations experience. Interested candidates are encouraged to apply now!
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