Customer Success Head

Customer Success Head

Our client is a global tech-enabled platform with a strong presence in the United States that facilitates implementing and managing large-scale Alternative Rental operations (i.e., Guest Suits, Short-Term, mid-Term, and Corporate Rentals) for major residential Property Managers. 

Their expertise addresses the challenges of managing larger apartments and high-floor units, which often face higher vacancy rates due to niche market demands. 

We are helping them find a CUSTOMER SUCCESS HEAD who will be dedicated to ensuring an exceptional experience throughout the entire customer journey. You would play a pivotal role in maintaining customer satisfaction and loyalty by managing interactions across multiple channels, coordinating with internal teams, and addressing customer needs.

Key Responsibilities:

• Support strategic decision-making through data-driven insights
• Track and manage customer interactions across all touchpoints
• Define and monitor key performance indicators (KPIs) to track guest satisfaction and operational efficiency
• Monitor guest touchpoints to detect gaps, weaknesses, and areas for improvement throughout the whole guest experience
• Collaborate with other departments to streamline processes impacting the customer experience
• Oversee the guest service team, ensuring luxury service across all properties
• Assign tasks and resources efficiently, identifying opportunities for operational improvement
• Collaborate on designing optimized processes that enhance guest satisfaction and increase guest retention.
• Collaborate with other departments to streamline processes impacting the customer
• experience 
• Oversee the guest service team, ensuring luxury service across all properties
• Maintain customer satisfaction by addressing inquiries and complaints across various channels
• Coordinate with the sales and guest service teams to ensure consistent messaging and responses
• Develop reports and provide insights into customer journey trends to improve experience quality
• Develop and implement action plans and compensation strategies to promptly resolve guest issues
• Lead, motivate, and manage the Customer Success team to achieve performance targets and high standards
• Implement scalable improvements to increase operational efficiency
• Work closely with the company CEO to align guest experience initiatives with the company’s strategic goals

Qualifications:

• Education: Bachelor’s or higher in Hospitality Management or a closely related field
• Experience: At least 5 years in a leadership role within the luxury hospitality sector, team management experience preferred
• Skills: Exceptional leadership and team management, outstanding communication skills, customer focus, attention to detail, critical thinking skills, proficiency with CRM software (HubSpot preferred), native-level English proficiency, strong problem-solving and decision-making capabilities
• Ability to thrive in a fast-paced environment, adapt to change, and manage multiple priorities effectively
• Metrics Knowledge: Experienced in utilizing performance metrics in hospitality to drive continuous improvement and team motivation
• Prior experience with renowned luxury hotel brands is highly advantageous
• Strong skills in designing and implementing processes focused on efficiency and customer satisfaction

Benefits

• Salary: +10,000,000 COP
• Work schedule: Monday to Friday, 8:00 AM to 5:00 PM, with the expectation of flexibility to address potential emergencies during weekends
• Professional growth and development opportunities
• Supportive and collaborative work environment
• Optional part-time remote work after initial training
• Office presence 3 times a week after 1 week of full-time training
• Salary: +10,000,000 COP
• Colombian Holidays (flexibility to address potential emergencies during these days)
• Full equipment: computer, mouse, headsets. Monday breakfast, Friday lunch included
• Afiliación ARL
• Afiliacion EPS
• Caja de compensacion (Compensar)

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