Manager, Account Management
il y a 2 jours
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
- Good written and verbal communication in English and French
- 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
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