Manager, Account Management & Client Success

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, lettings strategy, 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 optimise 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.

Requirements

• Understanding of data and information analysis
• Good written and verbal communication in English and French
• 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