Account Manager at MadeComfy

Full-Time, Customer Experience, Sydney, NSW sydney full-time
Posted 11 days ago

About MadeComfy

MadeComfy is a leader in the hospitality sector, dedicated to delivering outstanding guest experiences through our innovative services and commitment to excellence. We specialise in providing comfortable, high-quality accommodations and exceptional customer service to ensure every guest enjoys a memorable stay.

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 made the AFR BOSS top 5 Best Places to Work in Australia list for two years running. We were also recognised previously by Anthill as one of Australia's Coolest Companies!

Position Overview

We are seeking a passionate and dedicated individual to join our team as an Account Manager. In this role, you will be responsible for managing a portfolio of properties and providing top-quality service to property owners. You will embody more than the traditional aspects of customer service, through strategic planning, problem-solving, and collaboration. As the bridge between property owners and our business operations, you will play a vital role in ensuring client satisfaction and success.

Key Responsibilities

  • Portfolio Management: Own and manage a portfolio of properties, ensuring the highest level of service delivery and satisfaction for property owners.
  • Success Metrics: Take ownership of key success metrics, including churn rate, CSAT (customer satisfaction score), NPS (net promoter score), time to respond, and abandonment rate, and work towards continuous improvement.
  • Performance Monitoring: Monitor performance metrics associated with the portfolio, identify areas for improvement, and implement strategies to enhance performance.
  • Guest Reviews Management: Proactively manage guest reviews associated with your portfolio, ensuring positive feedback and addressing any concerns or issues promptly.
  • Proactive Communication: Maintain regular and proactive communication with property owners, providing updates on performance, addressing any concerns, and soliciting feedback.
  • Collaboration: Collaborate closely with other departments such as operations, property performance, and finance to ensure seamless service delivery and overall success.
  • Customer Service Excellence: Demonstrate a passion for customer service excellence, go above and beyond to exceed client expectations.

Required Skills and Experience:

  • Previous experience in account management, property management, or the hospitality industry is highly desirable.
  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with clients.
  • Analytical mindset with the ability to interpret and act upon data and performance metrics.
  • Proactive and self-motivated, with a strong sense of ownership and accountability.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • A bachelor's degree in business administration, hospitality management, or related field is preferred.
  • At MadeComfy we are passionate about growth, as you progress, we progress. You'll join a team who are invested in your career development.
  • Regular training and development sessions are essential to align with our continuous improvement model, with a focus on customer engagement and retention strategies.