Head of Technology & Customer Systems

About The Luxe Nomad

The Luxe Nomad is Asia-Pacific’s largest luxury vacation rental management company. Under our portfolio we have an exclusive collection of private villas, chalets, and condo hotels, spanning over 1,400 rooms. Our curated selection can be found in idyllic destinations including Bali, Koh Samui, Phuket, Niseko, Rusutsu, and Furano. With a mission to inspire unforgettable holidays, we help guests travel better through memorable stays and genuine hospitality. Taking the guesswork out of your holiday, we invite you to “Dream a little. Travel a lot.”

The Luxe Nomad has a globally distributed team across Marketing, Sales, Reservations, Guest Experience, Revenue, Product, and Hotel Operations.

The opportunity

We’re reshaping our technology ecosystem to become more digitally enabled and to create a seamless digital experiences across the entire customer journey. As our Head of Technology & Customer Systems, you’ll be responsible for the technical leadership behind architecting, integrating, and evolving the core systems that power our customer lifecycle.

This is not a traditional “IT infrastructure” role. It is a hands-on technical leadership position focused on system architecture, integrations, and data, ensuring our PMS, CRM, CDP, websites, booking engine, Data Layer and marketing/attribution stack work together in a coherent, scalable way. You’ll work closely with (and report to) the VP of Product, sharing ownership of The Luxe Nomad’s technology roadmap.

We need someone pragmatic and delivery-oriented, able to distinguish between “ideal architecture” and the best achievable path forward, balancing time, cost, dependencies, and operational realities.

What you’ll be doing

Core architecture & technology oversight

• Co-own the Technology Roadmap with the VP of Product, ensuring technical decisions support strategic outcomes.
• Architect and sequence integrations across our core customer systems (PMS, CRM, websites, booking engine, Data Layer, CDP, marketing attribution).
• Maintain a high-level architectural view while staying deeply hands-on with implementation.
• Produce clear technical documentation and instructions for internal teams and external partners to execute.

Core customer systems procurement & integration

• Contribute to the technical evaluation and rollout of a new CRM and PMS.
• Be a key stakeholder in procurement decisions (CRM, PMS, CDP, AI chatbot), ensuring tools are technically vetted and aligned with the roadmap.
• Ensure clean integration patterns between systems and the marketing/data stack.

Customer Data Layer

• Lead the architecture and implementation of our Data Layer.
• Design and integrate APIs, schemas, data flows, and automation logic.
• Build customer-centric data models supporting identity stitching, lifecycle segmentation, and personalisation.
• Define events, tracking standards, and data flows between PMS/CRM/websites/booking engine/marketing tools.
• Partner with our future Data Engineer to shape longer-term data patterns and governance.

Analytics & marketing / product data tooling

• Support integration and configuration of web analytics and attribution tooling (GTM, GA4, behavioural analytics), collaborating with Growth and external partners.
• Lift the accuracy, reliability, and connectedness of customer data powering growth and operational decision-making.

Vendor & partner management

• Act as the senior technical contact for external vendors/partners.
• Provide technical guidance, documentation, and acceptance criteria with strong accountability and alignment.

Future workstreams (medium-term)

• Help design future-ready foundations for AI workflows and customer-facing AI experiences.
• Identify opportunities for workflow automation across operations, guest communications, and marketing.

What we’re looking for (skills & experience)

Essential

• 10+ years in technology roles, including 5+ years in senior/leadership positions.
• Strong hands-on capability in API development, system integration, data modelling, and architectural design.
• Experience delivering customer-centric architectures (ideally in travel, hospitality, or booking-based businesses).
• Strong database design capability (SQL/NoSQL) and event-driven data patterns.
• Demonstrated success integrating complex enterprise systems (PMS, CRM, CDP, marketing tools).
• Experience implementing or designing CDPs or centralised customer data layers.
• Familiarity with analytics tooling (GTM, GA4, behavioural tracking frameworks).
• Excellent technical documentation skills (clear instructions that enable delivery through teams and vendors).
• Strong judgement in making pragmatic trade-offs and sequencing competing priorities.

Desirable

• Hospitality PMS integration experience.
• Exposure to AI chatbots/LLM integrations and data readiness for AI.
• Experience working with distributed teams and external engineering agencies.

How we measure success (first 12–18 months)

You will be successful if you can deliver meaningful progress on:

• PMS procurement and rollout completed in a subset of the business.
• CRM procurement and rollout completed.
• A robust, scalable Data Layer that is architected and operational.
• Clean integrations established across PMS, CRM, Data Layer and booking engine.
• Significantly improved event tracking and marketing data capture.
• Clear, consistent technical documentation and Jira-based delivery instructions that improve partner outcomes.
• A solid foundation for future AI workflows and internal tooling is set.