Relocation Experience Manager – EMEA

Hello! 🦜Thanks for checking out our job posting. You’ve already taken a tiny step towards being a part of our team – huzzah!We know that taking your next career step is as exciting as it can be exhausting. So, with that in mind, we’ve tried to keep our description simple and cliché-free to help you decide if PerchPeek and this role are a good match for you.About PerchPeekAt PerchPeek we dream of a borderless world where people have the freedom to live and work where they please. Where ideas and resources flow where they’re most needed unrestricted by national borders. We strive to create a world of opportunity for anyone, anywhere – one move at a time.Have you ever relocated? If so, you probably know how overwhelming it can be—immigration hoops, tax implications, housing, shipping, utilities, banking…the list goes on. No matter where in the world you go, relocating is complicated, time-intensive, and stressful. PerchPeek was conceived to change that.We’re building a streamlined Mobility ecosystem to empower businesses and individuals to move anywhere in the world. We support employers and employees through every stage of the relocation process, providing an affordable, scalable, high-value service, powered by technology and relocation expertise.About The RoleYou’ll be leading a team of our Relocation Coaches across the EMEA region. The core objective of this role is to ensure the quality of customer experience is consistently excellent and Relocation Experience team morale is high. The Relocation Experience Manager is accountable for the Relocation Experience delivery system. This is not a portfolio-carrying role. Instead, the Manager ensures:The team is high-performing and future-readyCapacity is proactively managedQuality and decision-making are consistent and defensibleEscalations are handled with authority and confidenceHigh-value clients experience operational credibility and trustThis role owns the health of the system — people, quality, risk and delivery integrity — enabling scalable, high-trust relocation support.Role ResponsibilitiesResponsibilitiesEverything you do will underpin the above objectives, so if it’s not on the list, but you can think of it, then it’s likely you’ll be doing it! But here are some specific responsibilities of the role:CUSTOMER JOURNEY MANAGEMENTService Delivery Quality Assurance & AuditEnsure global process adherence and high standards of delivery by:Monitoring case quality by evaluating a subset of coaches’ cases. Incl. identifying key clients and cases to monitorAccompany evaluations with meaningful, constructive feedback and appropriate trainingClient Delivery SuccessAct as key point of contact for designated portfolio of clients, collaborating on programme performance and addressing tactical client concernsSupport client implementations and onboarding, ensuring client policies are well documented and understood by team members responsible for delivering on services and appropriate supply chain is in place.Responsible for operational health of the programme - SLA attainment and programme performance, service consistency and quality and policy queries & decisionsEnsure consistent application of client policies and own clarifications of grey areas proactivelyAdjust service approach delivery where necessary and recommend delivery based improvementsEscalations & Risk DecisionsCollaborate with Relocation Coaches and other team members to solve complex relocation problems and enquiries.Serve as a point of escalation for customer cases and make balanced decisions on what’s best for the customer, client and PerchPeek as a business and to de-risk situationsOwn the escalation resolution and ensure lessons learnt are truly carried forward.PEOPLE MANAGEMENTCapacity ManagementManage team capacity planning and workloads, ensuring all customers receive high quality support and guidance from Relocation CoachesEnsure capacity planning is within reasonable margins of error.Provide additional capacity during short-term surges or peak periods.Recruiting & HiringHire, onboard and up-skill Relocation Coaches and Relocation Assistants according to team needs.Coach & Enable TeamSet the cultural tone and ensure PerchPeek’s values and the RX Mindset are felt amongst the team and that team members feel psychologically safe.Nurture a culture of quality and efficiency by providing RCs with expert guidance, sharing best practices and supporting the development of associated skillsKeep up-to-date with trends in customer service/success and relocation industry knowledge and proactively develop the relocation expertise and judgementManage and develop Relocation Coaches through 1:1s, performance reviews and conversations that support the individual’s growth and career development and progression.About YouRequired Skills & StrengthsIndividuals well suited to this role will demonstrate strengths in the following capabilities:Client & Commercial Acumen: You demonstrate an understanding of client priorities, commercial requirements of them and PerchPeek, and demonstrate sound judgement in balancing trade offs.Excellent and Fast Critical Judgement: You are comfortable interpreting complex guidelines or contractual frameworks and being the final decision-maker when risk, policy complexity or client sensitivity is involved.Risk Decision Authority: You have owned high-stakes or complex operational escalations and made defensible decisions under ambiguity.Delight Customers: You are an advocate of maximising customer outcomes whilst balancing individual needs with policy and scalability.Lean into Change: Energised – not just in a fast paced environment, but most crucially with a high-change load and in ambiguous environments. We are learning and adapting a lot, so you must be motivated, not drained, by this.High EQ: You demonstrate strong self-awareness and empathy, building trust quickly with both team members and clients. You navigate difficult performance conversations, sensitive escalations and high-pressure situations with composure and maturity, creating psychological safety while maintaining high standards.People Management and Motivator: You set clear expectations, energise others around a shared standard of excellence, provide structured feedback and actively develop capability within your team.Highly Organised: You operate with strong structure and clarity, and are able to prioritise effectively in a high-change environment, balancing people leadership, risk decisions and operational delivery without things slipping through the cracks.Valuable Previous ExperienceWhilst not necessary, we're especially interested in candidates who have experience in the following areas:You have successfully led and developed a team of individual contributors (ideally 5+), improving performance, engagement and accountability — not just maintaining the status quo.You have built, maintained or improved quality frameworks, audit processes or performance standards, ensuring consistency and defensible decision-making across a team.You have managed demand versus capacity in an ever-changing environment, forecasting workload, balancing resources and proactively mitigating resourcing risks.You have led or contributed to operational service reviews or stakeholder conversations, presenting performance data, and maintaining credibility in high-value client interactions.You have operated across timezones & distributed teams whilst maintaining visibility and accountability across regions through automation, tooling, or flexing your working hours.You have managed fully remote teams over a sustained period - not a requirement, but definitely having developed the skills to drive accountability and team culture in a remote environment is helpful!Pay & BenefitsSalaryTotal compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, location and some role-dependent factors. We’ll be happy to discuss this during the interview process.The Perch PerksWork from Anywhere – PerchPeek is a fully distributed & remote company that supports employees working wherever they’d like to be (within the parameters of your role’s requirements). We offer an allowance to ensure your working environment suits you.Flexible Holiday and Leave – you’ll receive all statutory holiday plus wellbeing leave and flexible annual leave for you to rest, relax, or recharge as you see fit.Company share options – be a business owner and have your very own little piece of PerchPeek. Learning & Development Budget – so you can be proactive about learning something fun outside of your core role.Annual Onsite – we all take flight once a year and gather the flock together somewhere cracking to spark new ideas, connections and memories! In the past we’ve traveled to Tenerife, Barcelona, and Marrakech.Ready to be a Perchy?Firstly, no need for a cover letter (phew!). Please just share your resume and responses to the application questions. If we seem well-matched, you'll hear from us as soon as possible!We hope you’re as excited to apply as we are to hear from you - Good luck!