Lead the full retention funnel: design lifecycle campaigns, automated email and in - app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross - functionally to improve product adoption and long - term retention.
About the role
- Customer Retention Team Lead elevating guest experience while leading Senior Guest Relations Managers at hospitality startup. Focused on operational excellence and guest satisfaction in multiple portfolios.
Responsibilities
- Lead, coach, and develop a team of Senior Guest Relations Managers, fostering strong ownership, accountability, and high performance.
- Set clear expectations, define best practices, and ensure consistent service standards across all assigned portfolios.
- Conduct regular performance reviews, feedback sessions, and development plans for team members.
- Act as an escalation point for complex or high-impact guest cases.
- Oversee the end-to-end guest journey across multiple portfolios, ensuring a consistently high-quality experience.
- Ensure proactive management of operational risks, guest satisfaction, and property uptime.
- Drive resolution of systemic issues by leading post-case reviews and implementing scalable, long-term solutions.
- Balance guest experience excellence with operational efficiency and cost control.
- Own and monitor key operational, guest experience, and financial KPIs at team and portfolio level.
- Use data and internal dashboards to identify trends, risks, and improvement opportunities.
- Lead initiatives to improve processes, tools, and ways of working across Guest Relations.
- Ensure budgets and operational targets are met sustainably.
- Partner closely with Operations, Sales, Property Management, Quality, and other stakeholders to align priorities and improve end-to-end performance.
- Represent Guest Relations in cross-functional projects and strategic initiatives.
- Contribute to the definition and evolution of company-wide service standards and playbooks.
Requirements
- 5–8 years of experience in hospitality, operations management, property management, or customer-facing roles, with proven leadership responsibility.
- Experience leading and developing teams in fast-paced, operational environments.
- Strong analytical mindset with a track record of managing and improving KPIs using data.
- Excellent stakeholder management and cross-functional collaboration skills.
- Outstanding communication skills in English and Spanish.
- A third language (French, German or Portuguese) is a big plus.
- Comfortable making decisions, prioritizing at scale, and operating with a high level of autonomy.
- Empathetic, structured, and detail-oriented, with a strong commitment to guest experience excellence.
- Experience with CRM or case management tools (e.g., Zendesk, HubSpot, Salesforce).
Benefits
- Private Health Insurance with ALAN
- Flexible retribution with Payflow
- UKIO Anniversary gift
- Team buildings and office events
- Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
- Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn!
- An amazing internal culture and no dress code!
- International working environment with many different nationalities!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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