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Client Experience Manager
Location
United States
Posted
14 hours ago
Salary
$85K - $100K / year
Seniority
Senior
Job Description
Client Experience Manager
Blueground
• Report directly to the Senior Manager of Client Experience. • Lead, coach, and develop a team of Client Experience Coordinators. • Monitor and drive team performance against established KPIs and service standards. • Foster a collaborative, customer-centric culture focused on accountability and continuous improvement. • Provide guidance and support on complex guest and client situations. • Build and maintain strong relationships with key corporate account stakeholders. • Serve as the primary point of contact for designated strategic accounts. • Lead Quarterly Business Reviews (QBRs) with top-tier clients. • Facilitate recurring service calls and business reviews with key accounts. • Identify opportunities to strengthen partnerships and enhance the client experience. • Manage escalated guest and client concerns with urgency and professionalism. • Drive resolution of complex issues by partnering with internal teams and external stakeholders. • Provide proactive communication and status updates throughout the resolution process. • Deliver white-glove service to VIP guests and high-value corporate clients. • Exercise sound judgment and decision-making in ambiguous or sensitive situations. • Partner with Operations, Sales, Supply, Product, and external building partners to resolve guest concerns efficiently. • Continuously learn and adapt to evolving client requirements, contractual obligations, and service expectations. • Contribute to process improvements that enhance both the guest and client experience. • Support the development and implementation of scalable solutions for VIP account management.
Job Requirements
- 3+ years of experience in customer service, hospitality, guest relations, client success, account management, or a related field.
- 3+ years of people management experience leading a team of five or more direct reports. BPO experience is a plus.
- Demonstrated success handling complex customer issues that require cross-functional collaboration and multiple touchpoints to resolve.
- Strong ability to prioritize competing demands in a fast-paced environment.
- Exceptional written and verbal communication skills with a proven ability to communicate concisely, professionally, and empathetically.
- Experience managing escalations and delivering service recovery solutions.
Benefits
- Competitive salary and annual performance bonus ($85,000 - $100,000 w/up to 15% Annual Bonus)
- Flexible PTO
- Cigna Healthcare (Medical, Dental, Vision)
- 401k retirement plan
- Paid maternity/parental leave benefits for new parents
- Equipment provided by Blueground
- Complimentary accommodation in Blueground locations.
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