Manager, Account Management & Client Success

Were Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hasslefree for everyone using technology to disrupt the shortterm 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 fulltime 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 longterm 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
  • Good written and verbal communication in English
  • Ability to run and interpret multiple reports
  • Experience in team management and KPI setups
  • Proficient in managing customer service
  • Resilient and adept at deescalating 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