Digital Journey Manager - Minor Hotels Eu&Am - Madrid

What will be your mission?

The Digital Journey Manager will be responsible for the design, evolution and implementation of the end‑to‑end digital customer journey across Minor hotel brands.
Reporting to the Customer Experience area (part of Brand Strategy & Customer Experience department), this role will play a key part in shaping consistent, seamless and brand‑aligned digital experiences throughout the guest journey.

The position combines strategic journey design with strong execution and cross‑functional coordination, acting as the business owner of all key digital guest experience initiatives.

What will you do?

• Define and evolve the digital customer journey by brand, from pre‑stay to post‑stay, ensuring alignment with brand positioning and customer experience principles.
• Lead the end‑to‑end design and implementation of digital journey initiatives, including (but not limited to):
  • Self-check-in
  • Online check‑in & Online check‑out
  • Digital check-in model, digital registration and identification flows
  • Web stay experience
  • Mobile key and in‑stay digital services
  • IA chat service / Digital concierge
  • In room TV and entertainment
  • Digital signage
  • Upselling, screens monetization and cross-selling opportunities
• Act as journey owner for digital touchpoints, translating customer needs, CX insights and brand strategy into clear functional and experience requirements.
• Coordinate internally with cross‑functional teams (IT, e‑Commerce, Digital, Operations, Revenue, CRM, Marketing, etc.) and external partners to ensure successful delivery and scalability of digital projects.
• Work closely with technology teams to ensure customer‑centric experience, operational feasibility and brand consistency across all solutions.
• Define KPIs and success metrics related to the digital journey, monitor performance and identify continuous improvement opportunities.
• Support pilots and roll‑outs across different hotel formats and regions, ensuring proper change management and adoption.
• Ensure continuous improvement.
• Contribute to the documentation of digital journey standards, guidelines, and best practices.
• Stay up to date on digital hospitality trends and best‑in‑class benchmarks, identifying opportunities to enhance the guest experience.

What are we looking for?

Experience:

• Proven experience (8+ years) in digital customer journey, digital CX, product or experience roles, ideally within the hospitality or travel industry.
• Previous experience in a hotel chain or hospitality group will be highly valued.
• Strong understanding of digital guest touchpoints across the hotel journey (booking, arrival, stay, departure, post‑stay).
• Experience leading cross‑functional digital projects, working with IT, digital product, e‑commerce and operations teams.
• Solid understanding of UX, service design and customer‑centric methodologies.

Qualifications:

• Degree in Business Administration, Digital, Marketing, Hospitality Management, Engineering or a related field.
• A master’s degree or postgraduate qualification in Digital Transformation, Customer Experience, Service Design or Hospitality Management will be considered a plus.
• Fluent English and Spanish (written and spoken).
• High knowledge of Excel, PowerPoint, Word.
• A marketing and business driven mindset, including analytical skills and great attention to detail.
• Good technological knowledge will be valued.
• Exposure to cross functional or transversal projects
• Ability to combine strategic thinking with operational execution.
• Excellent stakeholder management and communication skills.

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.
• Career development opportunities full of national and international challenges.
• Wide range of training programmes to enhance your skills.
• Wellbeing initiatives, including flexible working conditions.
• Team member recognition programmes, including Memorable Dates.
• Ability to make a difference through our sustainability programme and volunteering initiatives.
• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.