Manager, Account Management & Client Success

Houst

  • London
  • Permanent
  • Full-time
  • 19 days ago
Job Description:We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide - we're operating in over 20 cities globally, from Auckland to Lisbon, and there's a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.Responsibilities:
  • Proactive performance management and retention of the hosts in your portfolio
  • Develop differentiated management strategies across your portfolio to aid growth.
  • Ensure selected hosts have an account plan which includes: Revenue and occupancy growth targets, lettings strategy, pricing strategy that considers seasonality, letting options, occupancy etc.
  • Conduct regular business reviews considering performance against their account plan
  • Organise viewings and support our central lettings team to help grow our long-term lets offering
  • Review and optimise property listings to increase host revenue
  • Build case studies from data sets that can be used to inform and influence hosts
  • Collaborate cross functionally to share market knowledge and data i.e Sales, Case Management etc
  • Act as a point of escalations for case managers when major issues with host satisfaction arise
  • Onboarding of new high hosts, or other initiatives focussed on expansion of existing portfolio.
Requirements:
  • Understanding of data and information analysis
  • Ability to run and interpret multiple reports
  • Experience in team management and KPI setups
  • Proficient in managing customer service
  • Resilient and adept at de-escalating customer issues
  • Experience in operations management, including maintenance and cleaning
  • Knowledge of growth metrics, revenue management, and commercial contracts
  • Capable of reporting on cases and account management
  • Broad skillset with a mature demeanor
  • Project management experience
  • Hiring and termination capabilities
  • Mini general manager mindset
  • Mature and composed under pressure
Benefits:
  • Enviable company culture - we've put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work.
  • Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
  • Enhanced Parental Leave - Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender
  • Pension - We provide a pension scheme for all permanent employees, in line with government requirements
  • MacBook - For business use
  • 33 days paid holiday (including public holidays) - plus an extra day off on your birthday (because who wants to work on their birthday

Houst