Client Success Manager, Pass the Keys

London

£32k

+ Bonus scheme available after passing probation

Mid and Senior level

London

More information about location

3 days a week in office

Short-term property rental management platform

Job no longer available

Short-term property rental management platform

101-200 employees

PropertyB2BRentingSales

Job no longer available

£32k

+ Bonus scheme available after passing probation

Mid and Senior level

London

More information about location

3 days a week in office

101-200 employees

PropertyB2BRentingSales

Company mission

To create a global community of successful property managers who dominate their markets by delivering exceptional services for hosts and guests.

Job

Company

Role

Who you are

This role requires strong client management skills, commercial acumen, and a passion for hospitality and service excellence
Strong client management experience with a focus on customer satisfaction
Good commercial understanding and ability to support in driving financial performance
Performance-oriented mindset with a focus on continuous improvement
Ambitious, self-motivated, and driven to achieve results
Strong analytical and problem-solving skills
Excellent relationship-building abilities with all stakeholders
Exceptional written and verbal communication skills
Adaptable and flexible in responding to market changes and unexpected challenges
Solid understanding of industry-specific regulations, best practices, and trends
Local Knowledge: Familiarity with London is advantageous to better support hosts and guests
Industry Experience: Previous experience as an Airbnb or Booking.com host or guest is a plus
Flexible Availability: Willingness to work occasional weekends and flexible hours to meet business needs

What the job involves

As a Client Success Manager for the London Territory, you will be responsible for building and maintaining strong relationships with hosts, ensuring high levels of satisfaction and retention
You will take ownership of the financial and commercial performance of hosts' properties, support operational activities, and enhance the overall guest experience
Host & Client Relations: Work with the City Manager to manage relationships with hosts, providing world-class customer service to ensure maximised use of our services and long-term retention
Financial & Commercial Performance: Execute proactive account management with clients to maximise the commercial performance of properties and increase host revenue
Operations Support: Assist with day-to-day operational tasks, including managing on-the-ground teams and local suppliers
Stakeholder Collaboration: Work closely with internal teams and external partners to ensure seamless operations
Guest Experience Management: Provide a 5-star guest experience by working within PTK Guest Hospitality Standards and proactively solving issues
Client Onboarding: Efficiently onboard new clients, ensuring they receive an outstanding customer experience
On-Site Support: Conduct property inspections and drive properties toward success through active management
Standard Operating Procedures: Ensure all Pass the Keys SOPs are adhered to and effectively communicate business developments to clients when required
Key Performance Targets:
Achieve a Host NPS score of at least 50 per quarter
Maintain a year-on-year host retention score of +75%
Keep host churn below 3% per quarter
Ensure Airbnb guest review scores of 4.75+ and Booking.com scores of 8.6+ consistently
Onboard all pipeline properties before their scheduled Date of First Availability (DOFA)

Salary benchmarks

Our take

Hosting a property for short-term rental presents an excellent way for property owners to capitalise on vacant properties, but managing multiple listings can be difficult. Hosts must take care of property cleaning, customer service, check-ins, and listing management, generally depending on hiring workers local to each property in order to manage operations remotely.

Pass The Keys provides a short-term property rental management platform, allowing property owners to list and manage properties across 20 different marketplaces including Airbnb and Booking.com. The company also connects hosts with the workers and resources needed to ensure properties are cleaned and maintained to meet quality standards, whilst also managing all guest communications.

The stresses of hiring staff, managing properties, and communicating with customers can often stop short-term property rentals from being worthwhile despite its lucrative nature, and Pass The Keys has recognised that an all-in-one management platform would solve this problem. By isolating the complications of property management from owners, the company claims it can increase accessibility to the short-term rental market whilst helping businesses to scale portfolios with ease.