Care Strategy Lead

Change the way the world travels Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours. Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step. 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 • Define and own a stakeholder segment of the Care strategy, starting with partner and supplier support and success - 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 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 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 - taking initiatives from definition through to delivery and measurable outcomes • In your early months, lean into the supplier support space to absorb existing best practices and ensure they are effectively transferred and adapted for the partner context • 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 • Leverage AI to accelerate strategic work: synthesise unstructured partner feedback, build custom workflows for insight capture and reporting, and actively drive AI adoption and capability-building across the Care team • Identify structural gaps in how Care currently serves partners and turn them into 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 online travel, e-commerce, or two-sided marketplace 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 mo