Client Success Manager, Edinburgh

November 30, 2024

Who Are We?

Pass the Keys is a fast-growing short-let management company, originally founded in London in 2015 and now UK wide across 70 locations in the UK and counting.
We manage hundreds of properties on multiple platforms including Airbnb, Booking.com and VRBO and our recently launched Direct bookings site.
We offer a fully managed service for our hosts and guests ( including Listing & Revenue Management, 24/7 Guest Services, & Cleaning & Maintenance services
Our Mission: “ We create opportunities in every corner of the world, for our hosts, our guests and our people”.

Role Overview:

We are looking for a proactive, self driven, customer focused individual to support our growing portfolio locally.

Using Pass the Keys internally developed technology, integrated CRM tools, and external booking platforms, the role includes client relationship management, listing and operational support, and commercial and revenue driven decision making.

The local industry is currently undergoing a period of transition with the roll out of local industry regulation, the role will include supporting the City Manager to manage client relations and include a high level of proactivity and expectation management during this period of change.

Living locally to Edinburgh, and being available to travel around the city as required to properties is a must!

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What You Will Be Doing?

Manage our relationships with hosts, providing them with world-class customer service to ensure maximised use of our services, and long term retention.
Manage day-to-day communications with providers and hosts, provide proactive solutions and solve issues while coordinating work with the City Manager
Set expectations with our clients as to what is operationally possible and actively work to retain them within the portfolio.
Gather quantitative and qualitative insights that can drive product improvements
Improve processes and contribute to the team’s vision and strategy as well as the overall company growth
Execute and communicate proactive account management with clients to maximise revenue for customers and the business.
Complete frequent portfolio reviews to add value to listings, and actively support and guide clients on guest & provider feedback to support end user experience.
Efficiently onboard new clients signed up by the Territory Manager and provide them with an outstanding customer experience
Ensure all Pass The Keys standard operating procedures are adhered to within daily practice, and we efficiently communicate to clients, when required, any business developments.

You will report directly to the City Manager and will be given the chance to take on more responsibility based on your skills and interests as Pass the Keys continues to grow rapidly.

Requirements

Bachelors degree (or equivalent qualification)
Flexible to work hours to meet business needs, and based on team rota structure.
Availability to travel within the local city operating area to visit our properties for viewings and upkeep requirements.

Be able to travel between East Fife and Edinburgh

Understanding of the Short Let industry and end user experience
Client Success experience +2 years

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