Senior Guest Experience - Team lead

ABOUT THE ROLE

In this vital role you are responsible for the overall performance and management of our Senior Guest Experience team. This team handles the most complex guest requests and issues and sets the standard for our guest obsession value at Numa. You will play a pivotal role in ensuring operational excellence and the highest levels of guest satisfaction.This is an opportunity to drive impactful change in a fast-paced performance-driven environment at a tech-driven scale up where your immediate challenge will be structuring professionalising and setting the foundations for scalability. You will report to the Head of Guest Experience.

This role is based in Berlin with a hybrid working model!

Key Responsibilities:

• Leadership and Performance Management:

  • Lead and motivate a diverse and fully remote team of  Senior Guest Experience Agents (10 FTE and growing) to surpass performance targets and KPIs.

  • Ensure the team demonstrates extreme professionalism and empathy with focus on boosting guest satisfaction.

  • Develop team members through ongoing training in collaboration with our Training Team.

  • Recruit and manage team members effectively.

• Guest Satisfaction:

  • Improve guest satisfaction by providing exceptional service within your team and resolving escalated issues effectively and showing high levels of guest obsession.

  • Continuously work on improving service excellence in a hyper-growth environment.

• Operational Efficiency:

  • Confidently utilise data to drive process improvements leading to streamlined workflows.

  • Focus on boosting productivity and efficiency within the team setting the foundations for scalability.

  • Investigate and address key guest issues finding preventative solutions.

• Cross-Functional Collaboration:

  • Collaborate closely with GX Leadership Product and other departments to enhance our overall guest experience.

  • Work in tandem with the Operations teams on the ground to ensure excellence for our in-house guests and successful launches of new properties.

ABOUT YOU

• Completed a Bachelor/Master’s degree in Business Administration Management Communication or any related field

• Minimum 3-5 years of experience in a customer support role with a min of 2 years leadership experience

• Experience in a start-up/scale-up environment

• Proficient in data-driven decision-making and familiar with customer service KPIs

• Ability to balance a demanding performance-driven environment and employee motivation

• Exhibit adaptability and flexibility to drive change and innovation effectively

• Outstanding verbal and written communication and presentation skills

• Work well under pressure and in a structured manner

• Able to understand and collaborate with multiple internal stakeholders and departments

• Experience in effectively and empathetically resolving complex issues

• Above-average multitasking skills

• Fluent in English (any additional language is a plus)