Head of Client Experience - US

We are looking for our Head of Client Experience - US; this role is US-remote. As the Head of US Client Experience, you will be responsible for leading and overseeing all aspects of client experience strategy, implementation, and optimization within the region. You will play a pivotal role in enhancing customer satisfaction, driving retention, and finding solutions to the stickiest, most unique challenges faced by our guests and our team. This position requires a strategic thinker with exceptional leadership skills, who has worked in hospitality to create memorable experiences for our guests and your team.

What you will focus on:

• Lead a team of in-house and outsourced Customer Experience Coordinators across continents to deliver high quality customer service.
• Effectively develop and implement all strategic directions to improve Overall Feedback and NPS.
• Participate in cross-functional decision-making that impacts the long-run direction of the business.
• Act as a trusted advisor to senior leadership, providing insights and recommendations on opportunities to differentiate the company through superior client experiences.
• Serve as the primary counterpart to functional heads in developing cross-functional proposals for operational improvement.
• Utilize customer feedback, market research, and data analytics to gain insights into client needs, preferences, and behaviors, and leverage these insights to drive continuous improvement.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of client experience initiatives and identify areas for improvement.

What we are looking for:

• Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).
• Minimum of 8 years of experience in client experience management, with a proven track record of managing and leading inhouse and outsourced teams.
• Deep understanding of customer experience principles, methodologies, and best practices.
• Strong analytical skills, with the ability to interpret data, draw actionable insights, and make data-driven decisions.
• Excellent communication skills, with the ability to articulate complex ideas and influence stakeholders at all levels of the organization.
• Exceptional leadership abilities, with a focus on fostering collaboration, empowering teams, and driving results.
• Demonstrated strategic thinking and problem-solving capabilities.
• Proven ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.

Your benefits:

• Competitive salary & annual performance bonus
• Blueground Stock Option Plan
• Flexible paid time off
• Group Health Insurance program
• Enhanced parental leave
• Dynamic working environment with talented people
• Flexible work environment through our Blueground Nomads employee mobility program
• Complimentary accommodation in Blueground locations. Think summer in LA and winter in Dubai!
• Pay Range is dependent on numerous factors, including but not limited to location, work experience, and skills.