Sr. Digital Strategist, Hospitality

How You’ll Make a Difference:

Klaviyo is seeking an industry-savvy marketing professional to drive adoption, retention, and expansion within the Hospitality vertical. You’ll serve as a trusted advisor to hospitality customers, helping them translate Klaviyo’s platform into measurable outcomes across guest engagement, loyalty, and revenue growth. 

This role is ideal for someone looking to bring their CRM experience, developed in-house and/or agency, into a role that can have revenue impact at scale. You’ll work with CSMs and hospitality customers directly to ensure industry and platform best practices are leveraged to drive customer outcomes.

This role is highly cross-functional to ensure we deliver a cohesive customer experience, from onboarding through renewal, while representing the voice of the customer internally to shape Klaviyo’s roadmap and go-to-market strategy.

Core Responsibilities

Onboarding & Value Realization

• Partner with Onboarding Services and Customer Success teams to deliver a seamless experience for complex, multi-system environments (POS, PMS/Reservations, loyalty, and e-commerce).


• Define success plans and milestones for hospitality customers to ensure early wins and sustainable growth.


• Collaborate with partners (e.g., Toast, Mews) to align activation plans and accelerate integration-led value.


• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

Customer Engagement & Strategic Guidance

• Serve as the go-to hospitality expert for customers, helping them design lifecycle programs tailored to restaurant and hotel operations from industry best practices


• Support strategic business reviews with marquee logos to deliver value and gain key market insights


• Build direct relationships with executives and marketing leaders with the brand to deepen Klaviyo’s footprint within key accounts.


• Drive cross sell opportunities and Product feedback to drive customer maturity and expansion.

Enablement & Education

• Develop and deliver hospitality-specific enablement materials for Customer Success Managers (CSMs) and Implementation Specialists, including best practices, playbooks, and data capture strategies.


• Translate industry trends into actionable insights for internal teams and customers (e.g., "Hospitality Benchmark Reports," "Why Now in Hospitality?").


• Contribute to the creation of hospitality-focused case studies, webinars, and thought leadership content.

Voice of Customer & Internal Collaboration

• Act as the customer’s advocate across Klaviyo, influencing product roadmap priorities, feature development, and partner integrations based on real-world needs.


• Collaborate with Product Marketing and Partnerships to develop narratives that reinforce Klaviyo’s leadership in hospitality lifecycle marketing.


• Participate in cross-functional GTM reviews to share customer feedback, identify enablement gaps, and recommend process improvements.

Who You Are:

• 7+ years of experience in the Hospitality space (hotel preferred, others considered).


• 7+ years of experience in CRM, email marketing, SMS marketing, owned channels, digital marketing or related fields.


• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient. 


• Bachelor's degree or commensurate experience.


• Demonstrated experience with Klaviyo or similar marketing automation platforms.


• Knowledge of Customer Data Platforms (CDPs) and their role in data-driven marketing.


• Proven experience in developing and executing successful data-driven marketing campaigns.


• Strong understanding of email and SMS marketing best practices and strategies.


• Strong communication and client-facing skills, with the ability to explain complex concepts to non-technical stakeholders.


• Analytical mindset with the ability to interpret data and provide actionable insights.


• Strong project management skills to oversee implementations and campaigns from start to finish.


• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.


• Ability to work collaboratively in cross-functional teams.


• Proven track record of driving successful marketing campaigns and achieving results as well as thought leadership.


• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.