Success Lead

2 months ago

Sydney, Australia MadeComfy Full time

ABOUT MadeComfy
We are a passionate and diverse team with a mission to build the world’s most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centric approach, we enable Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns.

MadeComfy guests, on the other hand, enjoy home comforts such as private, self-contained spaces with a full kitchen, separate living and working areas, fast internet and the convenience of contactless self-check-in, combined with the best parts of a hotel such as high-quality linen, towels and amenities, professional cleaning standards, 24/7 support and an easy online booking process, no matter if they decide to book their MadeComfy direct or via Airbnb, Booking.com or VRBO.

COMPANY CULTURE
We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - Trust, Agility, Empowerment & Wow.

Our focus on culture and team spirit has been awarded on a number of occasions. MadeComfy has ranked in the top 5 for the AFR Boss Australia’s Best Place to Work list for the last two years running.

In addition to this, we were recently awarded The Most Inspiring Property Management Company at the Here To Stay ASTRA Awards and one of our team members took home The Rising Star in Short-term Rentals award.


ROLE OVERVIEW:
Lead our Property Owner and MadeComfy Pro Success teams, nurturing a high performance culture with a focus on customer satisfaction and retention.

Provide multifaceted support and coordination to ensure operational efficiency and readiness across our MCP portfolio. Cross-functional support, starting at the prospecting stage and continuing throughout the whole client engagement lifecycle. Facilitating and coordinating onboarding related tasks whilst providing an exceptional customer experience, closely collaborating with multiple stakeholders within the business.

RESPONSIBILITIES:

  • Lead the MadeComfy Pro Success Team, responsible for the relationship and growth of our Real Estate Agency Partners (MadeComfy Pro Partners).
  • Lead the Property Owner Success Team, responsible for the relationship with our property owners ensuring delivery of best-in-class support, proactively driving performance and retention discussions and providing feedback on sources of friction.
  • Own and continuously improve CX strategies, plans and procedures driving operational excellence, high customer satisfaction and sales opportunities.
  • Recruitment of new team members in collaboration with HR.
  • Maintain a culture dedicated to great customer experiences and service excellence delivered through a well-trained team of Success Managers.
  • Provide leadership and direction to MadeComfy Pro and Property Owner Success departments, manage and have full oversight of the team’s customer service technologies including call systems, chat and chatbot systems and real-time customer feedback platforms.
  • Leadership and direction also applies to the Digital Assets Coordinator who is led by the Customer Experience and Licensee Onboarding Manager.
  • Collaborating with internal teams on business processes.

KEY SKILLS AND EXPERIENCE

  • Strong Property Management / Real Estate and Customer Service Experience (4+ years exp).
  • Strong competency in strategic planning and operational excellence.
  • Deep knowledge of data analysis and performance/operation metrics.
  • Great understanding of tech infrastructure and systems, including Salesforce.
  • Outstanding organisational and leadership abilities.
  • Excellent interpersonal and communication skills.
  • Aptitude in decision-making and problem-solving, logical thinker who challenges the status quo.
  • Ability to work with minimal oversight on report development & analytics.
  • An approachable leader who is reliable and consistent, with the ability to promote and maintain an engaging and positive team environment.
  • BA in a relevant field; MSc/MBA is a plus.

PERKS

  • You'll be joining an incredibly dynamic, passionate & diverse team who are invested in your growth & development.
  • A beautiful dog-friendly office in Pyrmont,
  • Hybrid working environment - 3 days in the office, 2 days from home.
  • An award-winning company culture
  • Regular team activities, monthly celebrations, discounted travel & birthday leave - fun & recognition matters at MadeComfy

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