The Manager of Account Management & Client Success will oversee host performance and satisfaction, develop management strategies, conduct business reviews, optimize property listings, and onboard new hosts. They will collaborate cross-functionally and act as a point of escalation for host issues, focusing on growth and maintaining strong relationships with hosts.
We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.
Responsibilities:
- Proactive performance management and retention of the hosts in your portfolio
- Develop differentiated management strategies across your portfolio to aid growth.
- Ensure selected hosts have an account plan which includes: Revenue and occupancy growth targets, A 12-month lettings strategy, A pricing strategy that considers seasonality, letting options, occupancy etc.
- Conduct regular business reviews considering performance against their account plan
- Organise viewings and support our central lettings team to help grow our long-term lets offering
- Review and optimize property listings to increase host revenue
- Build case studies from data sets that can be used to inform and influence hosts
- Collaborate cross functionally to share market knowledge and data i.e Sales, Case Management etc
- Act as a point of escalations for case managers when major issues with host satisfaction arise
- Onboarding of new high hosts, or other initiatives focussed on expansion of existing portfolio.
- Understanding of data and information analysis
- Ability to run and interpret multiple reports
- Experience in team management and KPI setups
- Proficient in managing customer service
- Resilient and adept at de-escalating customer issues
- Experience in operations management, including maintenance and cleaning
- Knowledge of growth metrics, revenue management, and commercial contracts
- Capable of reporting on cases and account management
- Broad skillset with a mature demeanor
- Project management experience
- Hiring and termination capabilities
- Mini general manager mindset
- Mature and composed under pressure
🎁 Benefits:
- Enviable company culture – we’ve put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work.
- Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
- Enhanced Parental Leave – Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender
- Pension - We provide a pension scheme for all permanent employees, in line with government requirements
- MacBook – For business use
- 33 days paid holiday (including public holidays) – plus an extra day off on your birthday (because who wants to work on their birthday
At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.
Houst London, England Office
14 St John's Square, London, United Kingdom, EC1M 4NL
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