Customer Experience Lead, Bob W
£64-80k
+ ESOP
Alternative to hotels & short-stay apartments
Be an early applicant
Alternative to hotels & short-stay apartments
201-500 employees
Be an early applicant
£64-80k
+ ESOP
201-500 employees
Company mission
To build a slicker alternative to hotels & short-stay apartments.
Role
Who you are
- Loyalty & Retention Expert: You have managed a loyalty or retention programme with full commercial accountability, demonstrating the ability to design guest journeys that measurably drive LTV, referrals, and repeat bookings
- Platform Fluent: You are comfortable orchestrating lifecycle communications and synthesising guest signals using tools like Twilio Segment, SendGrid, Revinate, and Intercom
- Cross-Functional Diplomat: You build influence through results rather than hierarchy, acting as a natural connector between Ops, Real Estate, E-Commerce, and Guest Services
- Operationally Disciplined: You translate high-level brand strategy into actionable standards that stick, with a relentless focus on the details and following through on resolutions
- Launch Specialist: You have a track record of coordinating complex workstreams (content, photography, and standards) to ensure new locations or properties open flawlessly
- Data-Driven Insight Miner: You can turn messy guest feedback and CRM data into clear, prioritised action plans, using AI tools to speed up synthesis and reporting
- Strategic Partner Manager: You’ve built structured partner networks or community relationships, managing pipelines with clear criteria to ensure every partnership adds genuine value
- Commercially Minded: You understand that guest experience is a business engine and can clearly articulate the link between brand investment and occupancy or supply-side credibility
- AI-Forward: You use AI tools as a standard part of your daily workflow to improve efficiency, reporting, and production quality
- Autonomous & Proactive: You are a self-starter who manages your own scope and priorities, anticipating bottlenecks in a fast-paced, multi-market environment before they occur
- Multilingual (Bonus): Excellent written and spoken English is essential; fluency in German or another European language is a significant plus
What the job involves
- Bob W is built on a simple but demanding idea: that every guest, in every property, should have a stay that feels distinctly Bob W
- As our Customer Experience Lead, you’ll be the person who makes that promise real
- This is a product marketing role at heart, you're thinking about the guest journey as a product to be designed and improved, not just managed
- You will connect the dots between brand standards, guest experience, and commercial outcomes, sitting within the Marketing team while building deep, influential relationships across Operations, Property, and E-Commerce
- You will be the dedicated owner of the Inner Circle, our loyalty programme, turning past guests into lifelong advocates through sophisticated post-stay and in-stay communications and referral mechanics
- Beyond the digital touchpoints, you'll build and manage the local partner network - the gyms, breakfast spots, and artisans that bring our "live like a local" philosophy to life - developing a planned pipeline across markets, setting clear criteria for fit, and ensuring the network operates as a genuine, active programme
- From ensuring every new property is "guest-ready" on opening day to shaping how we present ourselves to institutional landlords, you will ensure our standards stick across our rapidly growing network of multi-market properties
- We are looking for a strategic thinker who is comfortable applying the required operational follow-through
- You understand that a great guest experience isn’t just a brand output, it’s a commercial engine
- Whether you are synthesising guest insights via AI, refining our tone of voice in Intercom, or managing community relations at the property level, you will be the person who both sets and upholds the Bob W brand experience
- We embrace a flexible hybrid schedule that includes weekly touchpoints at our London office
- Own the Inner Circle Loyalty Programme: Develop the strategy for CRM journeys, member value, and referral mechanics using tools like Twilio Segment and Revinate to drive repeat bookings and lifetime value
- Lead Opening Readiness: Partner with Property and Ops teams to ensure every new launch is on-brand and guest-ready, coordinating everything from photography and content to in-property standards
- Co-own the Guest Insight Loop: Aggregate signals from guest feedback sources (Intercom, Revinate) and translate them into prioritised, actionable improvements across the business
- Support building the Local Partner Network: Collaborate with the Real Estate and Operations teams to source and onboard the neighbourhood businesses that shape our guest experience, building a structured partnership program that unlocks local marketing and promotional opportunities and helps build a stronger sense of community around each property
- Govern Guest Communications: Maintain and evolve high standards for all guest-facing touchpoints, including Intercom macros, Messenger templates, and transactional emails
- Support Supply-Side Credibility: Help shape the narrative that positions Bob W as a professional, trusted operator for real estate owners and landlords
- Protect Local Reputation: Manage community relations at the property level, ensuring Bob W remains a "good neighbour" through proactive communication and local engagement
- Drive Efficiency with AI: Integrate AI tools into your daily workflow for insight synthesis, reporting, and production, improving quality and speed
- Align Cross-Functional Operations: Participate in and help shape the cross-functional rhythms that keep brand standards, guest experience, and operational reality aligned
Application process
- We move fast, but we’re thorough. We want to ensure that we’re the right fit for you just as much as you are for us. Here is what you can expect:
- Introductory Interview: A first conversation with the Hiring Manager to discuss your background, your experience at the intersection of brand and ops, and the vision for the role
- Home Assignment & Presentation: A practical task to showcase your strategic thinking and platform fluency, followed by a presentation to some of our Commercial team members at our London office
- Final Values Fit: A conversation with our co-founder, Niko, and a member of the Marketing team to discuss our culture, our values, and how you’ll help shape the future of Bob W
- References & Offer: The final step before we officially welcome you to the team
Salary benchmarks
Our take
Bob W is a tech-first hospitality company that operates in very much the same space as AirBnB - offering short- to medium-term stays in serviced accommodation as an alternative to staying in a hotel or a short-term rental. Where it differs is in its attention to quality - its accommodations are carefully screened for the amenities on offer, and unlike AirBnB its user experience is standardised for both hosts and guests with an app that allows for contactless check-in and chat-based customer service.
The AirBnB model has experienced difficulties lately, with decreasing occupancy and returns to hosts as the novelty has worn off and costs have increased to match those of the traditional hotel sector. However, Bob W's focus on the longer stays and higher expectations of business travellers seems to have paid off, as demand for its city stay services are only growing despite the woes of the overall sector.
In 2024, Bob W closed a Series B funding round led by Flashpoint Ventures. It will use this to continue its expansion across Europe, already having a foothold in Helsinki, Tallinn, Madrid and London.
Freddie
Company Specialist at Welcome to the Jungle
Insights
114% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2024
$46.9m
SERIES B
Oct 2022
$24.6m
SERIES A
Total funding: $83.2m
Company benefits
- Quarterly bonus structure tied to performance
- The opportunity to re-invent the world’s largest industry by shaping a young and dynamic tech company with huge growth ambitions
- Unlimited holidays
- Voluntary Health Insurance
- Sports Compensation
- Smart and highly motivated colleagues
- Multicultural, diverse, and highly rewarding work environment
- Free nights at any Bob W location and plenty of opportunities to travel, mixing business with pleasure
- Employee Share Option Plan
Company HQ
Telliskivi, Tallinn, Harju County
Leadership
Niko Karstikko
(Co-Founder & Group CEO)Serial investor and entrepreneur. Was Transition CEO at POLKU, and Co-founder & CEO of SportSettter. Before that was Rapid Repsonse Manager at Barclays.
Sebastian Emberger
(Co-Founder & CSO)Was previously Head of Business Development for KIND Hörgeräte & Co. Before that was COO at Emberger Optik + Hörakustik.
Share this job