Own the global guest retention and repeat-booking strategy across multiple luxury travel brands and markets. Lead guest journey mapping, segmentation, lifecycle marketing, reactivation, personalization, loyalty initiatives, and retention KPIs. Coordinate Marketing, Sales, Guest Loyalty, Guest Relations, data, and technology teams while managing guest data governance, gifting, budgets, and regulatory compliance. Use booking, engagement, NPS, and CRM data to identify opportunities, build business cases, and improve the post-booking guest experience.

Owns the complete lifecycle of application support tickets, including triage, prioritization, first- and second-line resolution, escalation, and closure. Investigates data and configuration issues using SQL and .NET knowledge, identifies code defects, maintains known-issue documentation, produces ticket trend reports, and serves as the liaison between business users and the Technology team. The role is office-based in London and requires strong analytical, communication, stakeholder-management, and SLA-prioritization skills.

Design and sell bespoke luxury vacations across Latin America, managing the full guest journey from inquiry and itinerary creation through booking and post-travel follow-up. The consultant provides personalized service, meets sales targets, maintains destination expertise, manages CRM and reservation systems, resolves guest issues, supports marketing initiatives, and represents Scott Dunn at training, trade shows, events, and familiarization trips.