Head of Onboarding

hace 2 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 Onboarding** at Amenitiz, you’ll play a pivotal role in scaling and optimizing our onboarding processes as we continue to grow. This position is crucial for ensuring that our onboarding approach is seamless, consistent, and deeply integrated with our customer satisfaction and retention strategies. You'll work closely with senior leaders to align our onboarding initiatives with the company’s broader 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 build a scalable onboarding organization, ensure a consistent customer experience, and continuously upskill the team to meet the growing demands of our customers.

**Your missions**
- Take ownership of the customer onboarding process, ensuring it is a top priority in our company strategy. Work closely with the C-level team to align onboarding efforts with broader business goals and contribute to customer success.
- Transform onboarding from a mere phase into a core value at Amenitiz. Ensure every interaction during onboarding sets the foundation for long-term customer satisfaction and loyalty.
- Utilize data to monitor key onboarding metrics such as churn at onboarding, client satisfaction, and onboarding efficiency. Leverage these insights to continuously enhance the onboarding process.
- Work with various teams across the company—Product, Marketing, Sales, and Customer Care—to ensure our onboarding strategies are well-integrated and aligned with the overall customer journey.
- Advocate for the customer during the onboarding phase, ensuring their feedback directly influences our onboarding strategies and business decisions.

**Your profile**
- +2 years of relevant experience in a similar role, leading customer success teams, with a track record of high NPS scores.
- Demonstrated ability to scale customer processes in fast-paced, high-growth settings.
- Experience in building and managing high-performing teams, fostering a collaborative and positive culture.
- Ability to align strategies with broader company objectives, with a focus on detail-oriented implementation.
- Customer-Centric mindset with experience in developing onboarding strategies that drive customer satisfaction and retention, with measurable outcomes.
- Proven track record in developing and training teams, promoting internal talent.
- Ability to embody and enforce company culture and values, influencing team behaviors and work practices. Excellent communication skills 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 interna

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