Awaze — демалыс орындарын жалға беруге бағытталған еуропалық саяхат және қонақжайлылық маркетплейсі. Компания NOVASOL, Cottages.com және Hoseasons сияқты брендтері арқылы 25-тен астам елдегі 110 000-нан көп нысаннан тұратын желіні басқарады және қолдайды. Оның платформасы қонақтарды демалыс үйлерімен байланыстырып, нысан иелеріне броньдар мен жалға беру операцияларын басқаруға көмектеседі, ал технология мен автоматтандыру компанияның тәсілінде маңызды орын алады.
Senior Customer Retention Lead
Lead data-driven efforts to reduce churn and strengthen relationships with owners across 24,000 vacation homes. Guide key account management and a cross-functional team of around 20 colleagues.
Сипаттама
- Lead retention efforts across seven European markets to reduce churn, improve save rates, and build lasting homeowner relationships.
- Use homeowner data, churn signals, and market insight to identify at-risk owners early and launch targeted retention actions.
- Set clear goals, track KPI performance, and turn findings into practical improvements.
- Develop retention through contact strategies, commercial solutions, and structured follow-up on homeowner feedback.
- Align Key Account Management with retention goals through segmentation, relationship development, and commercial follow-up.
- Ensure administrative operations support retention with efficient case handling, quality standards, and smooth processes.
- Resolve complex and escalated homeowner cases.
- Lead, coach, and develop a cross-functional team of around 20 colleagues.
- Continuously improve processes, systems, and ways of working.
- Deliver measurable improvements in net decline and save rates across seven markets.
- Build an engaged, results-focused team with clear goals and regular coaching.
Талаптар
- Substantial experience in customer retention, customer experience, account management, or commercial relationship leadership.
- A track record of leading and developing cross-functional teams in a complex, customer-focused organization.
- Strong commercial judgment and experience using data, KPIs, and customer insight to deliver measurable improvements.
- Experience working across multiple markets, geographies, or languages and building shared direction while respecting local differences.
- Strong communication and stakeholder management skills, including the ability to handle complex and sensitive commercial discussions.
- A structured, proactive, solution-focused approach, with ownership and the ability to turn strategy into action.
- Experience developing processes, performance routines, and teams in an organization undergoing change.
- Experience in vacation rentals, travel, hospitality, or real estate is an advantage.
- Familiarity with Salesforce and Genesys is an advantage.
- A record of reducing churn and improving retention is an advantage.
Артықшылықтар
- Discounts on holiday stays across the company’s brand portfolio.
- Hybrid work, with an expectation of at least three days per week in the office.
- Opportunities for professional and personal development, including progression across roles, countries, and areas of responsibility.
- Exclusive travel discounts at more than 100,000 properties across Europe.
- Competitive benefits tailored to local conditions in each country.