Senior Customer Experience Manager

2 days ago

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Placemakr

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Real Estate • Hospitality • B2C

Placemakr is a hospitality company offering flexible living arrangements that combine the comforts of home with hotel-like amenities. Their properties cater to both short-term and long-term stays, blending apartment-style living with services such as housekeeping, digital concierge, and fitness centers. Guests can enjoy amenities like chef-ready kitchens, outdoor pools, and co-working spaces, providing a tailored living experience across major US cities.

201 - 500 employees

Founded 2017

🏠 Real Estate

👥 B2C

📋 Description

• Shape what “the smarter way to stay” really feels like. • Lead a team that brings our hospitality-living promise to life — creating moments that make guests feel seen, supported, and at home. • Manage and improve aspects of the guest journey, ensuring satisfaction and loyalty throughout a guest's life cycle. • Collaborate closely with our Associate Director of CX and cross-functional teams to build seamless, thoughtful touchpoints across the entire guest journey. • Set the standard for how Placemakr connects with every guest, every time. • Emphasize precise documentation and reporting, and communicate issues, expectations, or changes effectively with team members across the business.

🎯 Requirements

• Bachelor’s degree in hospitality, business, communications, or related field — or equivalent hands-on experience. • 7+ years in hospitality, operations, retail, or F&B, with on-site experience a big plus. • 3+ years of people leadership, ideally in a customer service or guest experience environment. • Skilled in Microsoft Office Suite, and experience with hospitality management systems and communication tools preferred. • A proven ability to lead, train, delegate, and motivate teams while keeping them aligned around goals and guest care. • A guest-first mindset — you’re obsessed with making things better for them, every day. • Relentless curiosity, adaptability, and a growth mindset. You have the ability to give feedback in a timely, compassionate, yet direct manner and receive feedback with grace. • A hands-on leader and world-class motivator who excels in change management. • Strong communication skills, both written and verbal, with the ability to collaborate across departments. • Comfort with data and reporting to drive insights and improvements. • Attention to detail and the ability to manage multiple priorities in a fast-moving environment.

🏖️ Benefits

• Competitive Pay and Generous Stock Options • Medical, Vision & Dental Insurance with options for Flexible Spending Accounts • Generous Paid Time-Off Program • Paid Parental Leave • Paid Life Insurance • 401k + 4% employer matching program • Monthly cell phone reimbursement, health & wellness stipend and a generous onboarding stipend for remote employees • Discounts to stay at select Placemakr properties all over the US