Customer Retention and Performance Lead

hace 2 meses

Barcelona, España Ukio A tiempo completo

**About Ukio |**:
We are one of the most promising startups of 2023 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well.

Ukio's mission is to empower individuals to live where they want, when they want. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere.

Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.

**Our culture |**:
We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?

**Responsibilities |**:
Team Leadership and Performance Management:

- Oversee the senior agents team, providing leadership, support, and performance management to ensure consistent service quality.
- Drive the team's development, focusing on professional growth, coaching, and upskilling to ensure they can meet evolving guest demands.
- Monitor team KPIs, performance metrics, and ensure that service level expectations are consistently met or exceeded.

Outsourced Team Management:

- Lead the introduction and management of an outsourced Guest Experience Team responsible for administrative tasks and 24/7 service coverage.
- Ensure seamless coordination between the internal and outsourced teams, ensuring consistent service levels, particularly during late shifts.
- Track performance metrics of the outsourced team, ensuring they align with company standards and Service Level Agreements (SLAs) and address any service gaps or issues to maintain high-quality guest service.
- Negotiate contracts and oversee vendor performance improvement initiatives.

Operational Task Management:

- Oversee key operational processes such as the check-in process, ensuring efficiency and guest satisfaction at every touchpoint.
- Work closely with the Gops team to ensure operational tasks are handled effectively and consistently.

Process Optimization:

- Identify and implement opportunities to optimize processes within the Guest Experience and operational workflows.
- Drive efficiency improvements to streamline tasks, reduce redundancies, and enhance service quality.
- Introduce tools and methodologies that enable the team to work more effectively while improving the guest journey.

Reporting and Business Reviews:

- Provide regular reporting on team performance, key operational metrics, and guest retention trends.
- Lead Monthly Business Reviews (MBRs) with upper management, presenting performance updates, operational effectiveness, and key insights.
- Propose data-driven improvements to leadership based on operational analysis and guest feedback.

**About You |**:

- Experience: 4-6 years of experience in a guest retention, performance management, or operational leadership role, ideally in a customer-focused or hospitality environment.
- Team management: Proven experience managing and developing high-performing teams, with the ability to lead both internal and outsourced teams.
- Vendor and partner management: Strong experience in managing external vendors and partners, with a focus on SLAs, quality control, and contract negotiation.
- Operational expertise: Experience overseeing operational tasks such as check-ins, quality audits, and administrative processes, with a strong focus on efficiency and process optimization.
- Data-driven mindset: Strong analytical skills, with the ability to interpret performance data and make informed decisions to improve operational effectiveness.
- Communication and collaboration: Excellent communication skills, able to work effectively across multiple teams and present fin

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