Client Success Manager, Pass the Keys
London
£32k
+ Bonus scheme available after passing probation
More information about location
3 days a week in office
Short-term property rental management platform
Open for applications
Short-term property rental management platform
101-200 employees
Open for applications
£32k
+ Bonus scheme available after passing probation
More information about location
3 days a week in office
101-200 employees
Company mission
To create opportunities in every corner of the world, for its hosts, guests, and people.
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.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2022
$1.6m
LATE VC
Jun 2020
$0.7m
SEED
Total funding: $4.5m
Company benefits
- Work remotely or in the office
- Fast-growing, mission-driven startup
- Shareholder options
- 30 Days holiday ( inc Bank Holidays)
- Birthday off
- Flexible working policy
Company HQ
Finsbury, London, UK
Leadership
Alexander Lyakhotskiy
(Co-Founder & CEO)Experience as Business Project Consultant for Ineum Consulting. Senior Business Analyst for McKinsey & Company from 2010 to 2013.
Zoe Duong Vu
(Co-Founder)Experience as Head of Growth for Pass The Keys from 2015 to 2018. Business Director of Pardus Family Office since 2019.
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