Senior Manager, Digital Platforms & Experience

Senior Manager, Digital Platforms & Experience

The Senior Manager, Digital Platforms & Experience Solutions is responsible for leading the configuration, customization, and delivery of Aspire Lifestyles’ digital platform into tailored, client-specific solutions across 
the Americas.

This role does not build products from the ground up—instead, it owns the end-to-end translation of client needs into scalable digital experiences, ensuring platform capabilities are activated in 
ways that align with each client’s brand, customer experience goals, and business objectives.

Acting as the bridge between client vision, digital platform capabilities, and internal execution, this role drives solution design, implementation, and ongoing optimization across multiple digital channels including web, mobile, messaging, and integrated systems.

This is a highly visible, client-facing role requiring strong strategic thinking, cross-functional leadership, and the ability to influence both internal and external stakeholders.

Key Responsibilities 

Digital Client Solution Strategy


Translate client business objectives and user experience goals into digital solution strategies and platform configurations

Define and champion tailored digital experiences that align with both client expectations and Aspire’s platform capabilities

Identify opportunities to enhance client value through continuous improvement and feature optimization

Platform Solution Ownership


Own the end-to-end delivery of digital client solutions, from requirements definition through implementation and optimization

Lead the customization and configuration of Aspire’s digital platform across multiple channels

Ensure solutions are delivered on time, within scope, and aligned with defined business outcomes

Client Partnership & Engagement


Serve as a primary digital solutions partner to clients, building strong, trusted relationships

Communicate effectively with senior client stakeholders, translating technical capabilities into business value

Advocate for client needs while balancing scalability and alignment with global platform standards

Cross-Functional Leadership


Partner closely with Engineering, Product, Operations, Marketing, and Project Management teams to drive successful execution

Collaborate with Group Digital to understand platform roadmap, capabilities, and constraints

Align internal stakeholders around solution priorities, timelines, and delivery expectations

Solution Design & Requirements Management


Lead the development of clear, actionable business requirements and user stories

Translate complex business needs into structured platform configurations and workflows

Ensure documentation is comprehensive, accurate, and supports scalable delivery

Continuous Improvement & Innovation


Drive a culture of continuous improvement across client solutions, processes, and ways of working

Identify opportunities to enhance efficiency, scalability, and client experience

Contribute to the evolution of Aspire’s digital platform by surfacing insights and recommendations

Job Profile

Knowledge, Skills & Competencies 

• Proven ability to manage client-facing deployments across multiple channels simultaneously

• Strong understanding of omnichannel customer experience design

• Ability to translate client business needs into platform configuration requirements and user stories

• Strong verbal and written communication skills, including ability to present to senior client stakeholders 

• Experience working across web, mobile, chat and messaging channels

• Strong accountability with a track record of on time and on budget delivery

• Desire to work collaboratively with stakeholders and teammates

• Ability to gain a quick understanding of business needs, new processes, and applications 

• Strong evidence of problem solving and analytical skills

• Ability to deliver clear requirements documentation and user stories

• Work closely with the client, Group team and design experts in coordinating tasks and deliverables

• Manage issues escalated by identifying resources, tracking status, and following issues to their conclusion

• Operates effectively in a fast paced Agile B2B environment

• Comfortable navigating ambiguity between a global platform and local client needs 

• High trust builder with both client and internal teams

• Results-oriented approach with a “can-do” attitude and strong prioritization under competing client deadlines

• Passion for continuous improvement and innovation 

• Experience with Confluence and JIRA

Work Experience & Qualifications 

• High School Diploma or Equivalent Required. 

• 10+ years’ experience in Digital Product, omnichannel, or client solutions management in large organizations, preferably in a B2B environment

• 5+ years’ experience working in an Agile environment using tools such as Jira and Confluence

• Experience in travel & hospitality strongly preferred 

• Web experience required; API and messaging channel experience a strong plus

• Knowledge of WCAG and/or PCI security processes desirable

Language Requirements


• Ability to communicate in English (verbally and written) in a polished and professional manner is required.



Travel, Schedule & Availability 

• This position may require travel up to 5%. 

Work Environment & Physical Requirements 

• Must have a dedicated, quiet, and private workspace free from distractions.

• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

• Reliable high-speed uninterrupted internet connection meeting minimum company standards.

• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

This job description outlines the types of responsibilities the incumbent is required to perform.

The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review