Account Manager

Job Description

What we do is simple - we send people on holiday, and who doesn’t love that But we couldn’t do it without our property owners, the people who provide the setting for your perfect getaway. This role, at its very crux, is about keeping those owners happy through building great relationships, ensuring that our owners trust us with their property and keep their business with Awaze. About Awaze Awaze is Europe’s largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple - to delight owners and guests. The business operates more than 25 consumer brands including Cottages.com, Novasol, Hoseasons, Landal and James Villa Holidays. More than 8 million people stayed in one of our properties in 2019.The vacation rental market has been growing strongly over the last few years, with people desiring the space, flexibility and uniqueness provided. The current global pandemic has only served to strengthen that trend. Summer 2020 saw unprecedented demand.The RoleThis role is all about resolving dissatisfaction that an owner may have. Dissatisfied owners are owners who want to take their business elsewhere, so you’ll be tasked with finding a resolution to their displeasure, with a view to retaining their business. This is genuinely a role where no two days are the same. We know that sounds cliché, but it’s true.What you’ll be doingPut simply, you’ll be talking to people. You’ll be speaking with owners via phone, email and (where needed, and when restrictions allow) face to face visits. You’ll build real relationships with these your accounts, and will work with them to get through any dissatisfaction so that we can retain their business. Some of these conversations will be relatively complex, looking at negotiating new commercial terms, for example, or identifying ways of maximising revenue for owners. Following that, you’ll continue to work with them until such a point that they don’t require your support. It’s not just about talking someone round, though - you might need to analyse commercial data to understand a property’s performance, or look at what we could improve, so it’s key that you’re able to act in a professional way, whilst using data and analytics. You’ll even get the opportunity to use our data to look at which owners we might be at risk of losing, so you can take proactive action. Longer term, you’ll be able to get involved with some exciting projects we’re undertaking, including identifying ways of delivering efficiencies or supporting with onboarding new owners we’ve acquired through mergers or acquisitions.Its key that you have strong communication skills, a decisive mind and a genuinely innovative approach to complaint resolution and problem solving.Key skills we need:You’ll be joining a genuinely passionate team, with a real desire to be the best at what they do. Our owners are incredibly important to us, so you’ll be in the spotlight when it comes to looking at how we’re looking after and retaining their business. Things that would make you a success in this role include:- You pride yourself on your excellent communication skills and customer service- You’re able to confidently solve complex issues and think of innovative ways of dealing with concerns- You’re able to build excellent rapport- We’re looking for someone who is never satisfied - you’re always looking for ways to improve commercial performance- You’re comfortable working with analytical tools- You’re target driven- You don’t see problems, but challenges, and thrive on finding solutions- You’re passionate about travelEqually as important as all the technical "stuff", we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work in travel, after all), and think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.If you’re excited by working in a fast paced environment, are obsessed by all things customer and want to join us on our journey, we’d love to chat.What we’ll give you- This is an opportunity for you to join us at a pivotal point in time as we invest in our future- You’ll be supported by a team of genuine, passionate leaders- We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.- You’ll be an integral part of a team which delivers great commercial results, and who doesn’t want thatWe offer a competitive salary and great benefits; we’re all about holidays, so we practise what we preach and offer great travel discounts and other perks.What else do you need to knowWe want to make the application process as stress-free as possible, so we’ll have an informal chat with you on the phone, followed by a comprehensive interview over Teams. We want to hear about what makes you tick and why.Due to the Covid situation, this role would initially see you join the team remotely. However, the intention is to return to our office in Lowestoft as and when restrictions allow.We are an equal opportunity employer and we value diversity and inclusion. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, disability status or marital status. Required skills

Account Management

Customer Retention

Customer Service

Complaint Management

Keyskills :
Account Management Customer Retention Customer Service Complaint Management