Customer Experience Lead

About the role

We are seeking a Customer Experience Lead to own the end‑to‑end experience of our homeowners, from the first contact through to their stay. Reporting to the Head of Customer Experience, you will shape how we communicate, book and support our luxury holiday homes.

Key responsibilities

• Manage all inbound and outbound homeowner communications, ensuring messages are timely, clear, on‑brand and consistent across channels.
• Build and nurture a strong homeowner community, handling complex requests with care and professionalism.
• Coordinate newsletters and peak‑period communications for seamless delivery.
• Oversee the day‑to‑day operation of the booking and points system, maintaining fairness and smoothness for all users.
• Control home release schedules and manage bookings for both existing and newly launched properties.
• Partner with the Product team to resolve system issues, drive improvements and use data‑driven insights.
• Collaborate with Property Operations to address pre‑stay and in‑stay issues, ensuring clear and prompt communication.
• Administer the gifting policy to enhance homeowner stays and exceed expectations.

Required profile

• Proven experience leading customer‑facing operations in a fast‑moving environment.
• Exceptional communication skills with a focus on brand consistency.
• Strong problem‑solving ability and a hands‑on approach to complex requests.
• Comfortable working cross‑functionally with product, operations and concierge teams.
• Ability to balance strategic direction with day‑to‑day execution.

Required skills

What we offer

• Hybrid working model (3 days in the Bloomsbury office).
• Competitive base salary of £47,500‑£50,000 plus up to £5,000 performance‑linked bonus.
• Opportunity to shape the homeowner experience for a leading luxury holiday‑home platform.