Head of Service

Appear Here is the leading marketplace for shortterm space working with everyone from industry leading brands such as Gucci NIKE and Apple to exciting startups. Our mission is to create a world where anyone with an idea can nd space to make it happen. Named one of Wired Magazine's ‘100 Hottest StartUps’ and The Financial Times’ most ‘Disruptive Companies’ Appear Here has become the goto destination to make innovative and creative retail ideas happen across the UK New York and Paris.

As a leader in the industry we are seeking a highly skilled and motivated individual to join our team as the Head of Service. This key leadership position will be instrumental in establishing and enhancing an ef cient customer service and experience framework with a focus on three core pillars: Customer Support Additions and Customer Experience.

Responsibilities:
Customer Service:
Contribute to the training and development of the team to ensure a high level of expertise and customer satisfaction.
Oversee and direct all customer service activities including managing emails calls and site reviews.
Monitor and optimize the overall performance of the customer services team. Collaborate with crossfunctional teams to ensure seamless customer support operations.

Revamp the Additions process to reintroduce offerings and boost Appear Here's revenue.
Establish strategic partnerships with thirdparty providers for additional trusted services. Negotiate the best deals with vendors and bring on new partners to enhance the Additions portfolio.
Collaborate with the nance department to manage expenses in alignment with budgetary constraints.

Customer Experience:
Revamp the Customer Experience Journey for Brand and Landlord stakeholders ensuring a seamless and memorable experience.
Collaborate with the Pro Team to enhance the quality of service provided to customers. Work closely with the Head of Sales and Supply to improve Landlord and Brand Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

Quali cations: