Client Experience Manager

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Blueground

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏠 Real Estate

👥 B2C

Real Estate • Travel • B2C

Blueground is a global property rental company offering a network of designer-furnished apartments for flexible stays ranging from a month to a year or more. With locations in over 46 cities across 20 countries, Blueground provides high-quality, fully equipped apartments with amenities such as high-speed Wi-Fi, smart home technology, and access to gyms and pools. They cater to a variety of clients, including corporate travelers, students, and individuals seeking temporary housing solutions. Blueground combines modern leases with personalized services and bespoke interior designs, aiming to offer an elevated living experience for their guests.

📋 Description

• 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.

🎯 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.