Manager, Account Management & Client Success

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 portfolioDevelop differentiated management strategies across your portfolio to aid growthEnsure selected hosts have an account plan which includes: Revenue and occupancy growth targets, lettings strategy, pricing strategy that considers seasonality, letting options, occupancy etcConduct regular business reviews considering performance against their account planOrganise viewings and support our central lettings team to help grow our long-term lets offeringReview and optimise property listings to increase host revenueBuild case studies from data sets that can be used to inform and influence hostsCollaborate cross functionally to share market knowledge and data i.

e Sales, Case Management etcAct as a point of escalations for case managers when major issues with host satisfaction ariseOnboarding of new high hosts, or other initiatives focussed on expansion of existing portfolioRequirementsUnderstanding of data and information analysisAbility to run and interpret multiple reportsExperience in team management and KPI setupsProficient in managing customer serviceResilient and adept at de-escalating customer issuesExperience in operations management, including maintenance and cleaningKnowledge of growth metrics, revenue management, and commercial contractsCapable of reporting on cases and account managementBroad skillset with a mature demeanorProject management experienceHiring and termination capabilitiesMini general manager mindsetMature and composed under pressureBenefitsEnviable company culture - we've put time into getting our work culture just right.

Regular team social events, company-wide recognition of outstanding workEmployee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and moreEnhanced Parental Leave - Family comes first. We offer great parental leave to spend time with your new child, regardless of your genderPension - We provide a pension scheme for all permanent employees, in line with government requirementsMacBook - For business use33 days paid holiday (including public holidays) - plus an extra day off on your birthday (because who wants to work on their birthday