Head of Customer Lifecycle

hace 4 meses

Barcelona, España Amenitiz A tiempo completo

At Amenitiz, we’re on a mission to democratise technology for independent hoteliers worldwide, from the bustling streets of Paris to the serene Uyuni Salt Flats in Bolivia.

Empowering over 12,000 hoteliers worldwide, we’re not just another SaaS scaleup - we’re revolutionising one of the world’s oldest industries. With over $50M raised from top-tier VCs backing disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we’ve been named a **TravelTech Titan** and one of **Wired's** hottest start-ups.

Starting in 2024 with a diverse team of 380+ across our Barcelona and Medellin offices, Amenitiz fosters a culture of positivity and personal development. Within our ranks, you’ll find enthusiastic individuals who thrive on ownership and collaboration.

Every day, we lead by example, putting client satisfaction first and fostering a culture of strong execution. We’re dedicated to making a positive impact wherever we go. Are you ready to take on a new challenge?

**About the role**

As the **Head of Customer Lifecycle** at Amenitiz, you’ll play a key role in shaping and driving our customer retention and satisfaction strategies. This position is crucial for ensuring that our approach to customer care is deeply integrated into everything we do. You'll work closely with other senior leaders to align our retention initiatives with the company’s overall goals.

If you’re strategic, data-driven, and passionate about enhancing the customer experience, you’ll thrive in this role. Your success will be measured by your ability to reduce churn, boost customer satisfaction, and improve the overall experience our customers have with Amenitiz.

**Your missions**
- **Strategic leadership**: Put customer care and retention at the heart of our company strategy. Work closely with the C-level team to ensure our retention efforts support our broader business goals.
- **Customer experience focus**: Make sure that customer care isn’t just a department but a core value at Amenitiz, ensuring every customer interaction builds loyalty and satisfaction.
- **Cross-functional collaboration**: Partner with teams across the company—Product, Marketing, Sales, and Customer Care—to integrate and align our retention strategies.
- **Voice of the customer**: Be the champion of the customer at the executive level, ensuring that their feedback shapes our business decisions.

**Your profile**
- A minimum of 3 years in a customer-facing role such as customer success, account management, or sales, with at least 2 years in a leadership position. Experience in SaaS is advantageous.
- A strong track record of achieving measurable outcomes in customer engagement, retention, and growth, backed by quantifiable results.
- Demonstrated expertise in working effectively with cross-functional teams, including Sales, Marketing, Product and Customer Support, to achieve shared goals.
- Strong strategic thinking capabilities, with experience in aligning retention strategies with broader company objectives in a high-growth, fast-paced setting. Fluent in English, with additional language skills being a plus.

**It sounds fantastic, but why Amenitiz?**

**We are building a great product**:
Managing and streamlining processes in the hospitality industry can be challenging for independent hoteliers, especially when it comes to handling reservations (overbookings) and reducing online travel agencies' (OTAs) fees.

We’ve built an all-in-one platform that provides property owners with everything they need to attract guests, handle bookings, grow revenue, and craft exceptional guest experiences as simply and easily as you can imagine.

**Some of our favorite perks include**
- Extensive medical, and wellness coverage to ensure you’re feeling great physically and mentally.
- We provide Stock Options that ensure you have ownership in our success.
- Our beautiful and spacious office is located right in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office, Gym, and everyday sunshine and views at the rooftop.
- We do monthly team-building activities. From sailing the Mediterranean Sea and shows like Cirque du Soleil, to poetry, cooking, or magic workshops.
- Forget about waiting till the end of the month to get paid. Access your salary any day you want
- Flexible remuneration: enjoy saving on restaurants, kindergarten, transport, and training.
- Energetic, fast-growing, and international environment (35+ nationalities).
- Eager to be inspired and learn? We will buy ANY book you want, while also having a deep library with amazing knowledge to trigger your growth.

With backing from investors such as Eight Roads, Point 9, Chalfen Ventures, Backed & Otium Capital, and having raised a $30M series A, we’re scaling our 12,000 hotelier portfolio, going deep on each of our five main markets, and more than anything, having a ton of fun, creating impact, and learnings along the way.

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