Team Lead Retention

At Amenitiz were on a mission to simplify hospitality management whether its in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.

Empowering over 14000 hoteliers worldwide were more than just another SaaS scale-upwere revolutionizing one of the worlds oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba Toast Zendesk Delivery Hero Revolut and Loom weve been recognized as a TravelTech Titan and one of Wireds hottest start-ups.

Our team nearly 300 strong is based in beautiful Barcelona. At Amenitiz we cultivate a culture of positivity and personal growth. Our team members are enthusiastic thrive on ownership and excel in collaboration. Every day we lead by example prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.

About the role

As the Retention Team Lead you will play a crucial role in driving customer retention and satisfaction. You will oversee a team dedicated to reducing churn implementing effective retention strategies and ensuring customers remain engaged with our services. Your leadership will be key in guiding your team managing daily operations and reporting on retention performance to senior management.

Your missions

• Team Leadership & Support:
  • Lead mentor and support the Retention Specialists to achieve performance goals.
  • Ensure all customer churn requests are handled promptly and effectively.
  • Foster a customer-centric culture within the team encouraging proactive engagement to prevent churn.
• Retention Strategy Execution:
  • Implement and refine retention strategies to improve customer loyalty.
  • Offer personalized solutions tailored to customers needs and concerns.
  • Collaborate with other departments to enhance the customer experience.
  • Develop and execute high-impact customer loyalty programs ensuring long-term satisfaction.
• Customer Feedback Management:
  • Address negative reviews on platforms like Trustpilot and other review sites.
  • Work towards improving the companys online reputation by resolving customer issues effectively.
  • Analyze feedback to identify trends and propose improvements.
• Performance Monitoring & Reporting:
  • Track and analyze key retention metrics ensuring a minimum individual retention rate of 30%.
  • Maintain high data quality standards ensuring accuracy in reporting.
  • Provide regular updates to senior management on team performance and customer retention trends.
• Continuous Improvement & Innovation:
  
  • Identify opportunities to enhance customer satisfaction and retention efforts.
  • Propose test and implement new strategies for improving retention outcomes.
  • Stay updated with industry best practices and emerging trends in customer retention.

About You:

• You have significant experience in customer-facing roles (4 years)
• You have experience leading a team. We want to impact our peoples lives by providing them support with amazing people management skills
• You are empathic caring and can leverage those aspects to lead a team.
• You have a continuous improvement mindset keeping in mind KPIs and finding ways to challenge current processes.
• You have a proactive hands-on attitude and a willingness to propose test and implement new processes to enhance retention efforts.
• You are persistent and resilient with a demonstrated ability to navigate challenging customer retention scenarios.
• You have excellent verbal and written communication skills in English. Additional languages are a plus Previous experience with CRM tools

Our Benefits

• Competitive salary We recognize your hard work and celebrate your success with exciting performance-based incentives.
• Comprehensive health & wellness coverage Your physical and mental well-being matter and weve got you covered.
• Stock options Be a part of our success with real ownership in Amenitiz.
• A vibrant office in the heart of Barcelona Our spacious office comes with daily fresh fruit great coffee after-work drinks and a nice patio with endless sunshine.
• Unforgettable team experiences From sailing the Mediterranean and Cirque du Soleil shows to poetry cooking and magic workshops we love bringing the team together.
• Get paid whenever you want No need to wait until the end of the monthaccess your salary anytime.
• Flexible benefits Save on meals childcare transportation and training with our tailored remuneration options.
• Grow with us Join a dynamic fast-growing and international team (35 nationalities) with limitless career opportunities.
• Fuel your curiosity Well buy you ANY book you want plus weve built an inspiring library to keep your learning on track.

If youre a strategic thinker with a passion for driving growth and innovation we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!