This role is a 9 month maternity cover contract
You are responsible for building and maintaining productive partnerships with a portfolio of Hosts. As their first point of contact you will be relied upon to create a strong relationship through through regular catch-ups (in their homes where possible) and frequent personal communication.
Your objective is to engage your portfolio to achieve commercial outcomes, while also establishing trust in our service proposition. There is an operational component to this role, for example you will be an escalation point for major issues, working with the dedicated issue resolution team. An account manager at onefinestay requires you to be a hands on when relationship-building, quick thinking and have the ability to consistently find mutually resolved/satisfying results for both onefinestay and the Host. You will liaise with the commercial organisation on targets for increasing supply availability, agreeing financial arrangement and optimising your portfolio to meet demand.
Duties and responsibilities
Relational: achieving your key performance targets for maintaining strong partnerships with Hosts, these will include both outputs (phone calls, meetings and other communication) as well as outcomes (Host NPS, detractors). These are your key relationships to manage.
Commercial: achieving monthly commercial objectives (supply availability, Host churn) and supporting the Guest Sales team to meet specific demand, e.g. long stays. You are responsible for the management of your portfolio.
Operational: supporting onboarding of new Hosts by attending registration, acting as a ‘firm but fair’ escalation point and master communicator for Host issue resolution, e.g. damage, regular maintenance charges or home standards audits.
You’ll contribute to achieving overall objectives for guest and host experience (NPS) and have the opportunity to suggest and implement point improvements.
Qualifications and experience
Experience in account management, preferably somewhere you had direct interaction with a sophisticated customers or communities.
Commercial awareness and negotiation skills.
Excellent foresight, initiative and problem-solving experience.
Mature and personal: warm, naturally sociable and outgoing. Able to build a rapport with a diverse group of sophisticated members.
Dedicated: You have a natural ability to multitask and prioritise your workload.
Energetic and responsive: you thrive in a fast paced environment and communicate confidently
- Job type
- London, United Kingdom
- Sales & Marketing, Customer Service
- Starting in
- As soon as possible
- Contract duration
- 9 months
We’re bringing handmade hospitality to the world’s greatest cities. And we’re looking for talent to help us build it, evangelise about it, and deliver it to create great experiences. We’re doing something no one has ever done before and there are myriad things we need help with. Whether it’s to take care of our guests and our members (and their homes), sell onefinestay to homeowners and would-be guests, or refine our background operations, we’re setting ourselves the highest standards, scrutinising our processes and generally bending technology to our will.
Can you picture yourself bringing handmade hospitality to the world’s greatest cities? We’re looking for people who treat their work as a craft and want to make an impact from the first minute. Are you that special someone? Come. Join us - find out more at onefinestay.com/jobs