Customer Retention and Performance Lead

hace 2 meses

Barcelona, Barcelona, España Ukio A tiempo completo
About Ukio

We are a dynamic startup with headquarters in Spain, founded in Barcelona and now expanding to other European cities. Our mission is to empower individuals to live where they want, when they want, by disrupting the traditional residential real estate market.

We provide fully furnished and artfully designed apartments for stays starting at one month, removing all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc.

Backed by Europe's best Venture Capital firms, we are currently ranked in the top 10 startups in Spain by Linkedin and have successfully raised a Series A investment round of €27 million.

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.

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.

Responsibilities
  • 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.
  • 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.
  • 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.
  • 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.
  • 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 findings to senior leadership.
  • Problem-solving: Ability to handle complex guest issues, operational challenges, and vendor-related problems with a solution-oriented approach.
  • Continuous improvement: A track record of driving process improvements and implementing innovative solutions to improve service quality and efficiency.
  • Language: Fluent in English and Spanish. A third language (French, German or Portuguese) is a big plus.
Ukio's Life Benefits
  • Private Health Insurance with SANITAS
  • Flexible retribution with Payflow
  • UKIO Anniversary gift
  • Team buildings and office events
  • Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
  • Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn
  • An amazing internal culture and no dress code
  • International working environment with many different nationalities

We promote and value each individual's contribution. Diversity and inclusion are big topics for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution

We look forward to receiving your application
For more information about Ukio, visit us at www.ukio.com and to keep up to date with UKIO's news, follow us on LinkedIn and Instagram

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