At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.
We’ve grown a lot since our founding in 2013, having raised more than $300m+ in funding, to date -- and that’s just the beginning. We’re now hosting guests in more than 15,000 homes in 32 cities around the world (and growing!), with an aim to hit 50 cities by 2025.
Our vision comes to life through our ways of working. For our 1,000+ member team located across 17 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.
We believe our people should have the power to choose their preferred way to work. Depending on the role’s requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.
We are driven by our core values. To our team, Time is our most important resource. Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our guests and colleagues. Our relationships are built around Transparency, which builds trust and improves communication.
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.
At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.
For more information on Blueground, visit us at www.theblueground.com. To keep up with Blueground news, follow us on LinkedIn, Instagram and Tik Tok!
