Team Lead Retention

At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.

Empowering over 14,000 hoteliers worldwide, we’re more than just another SaaS scale-up—we’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

Our team, nearly 300 strong, is based in beautiful Barcelona. At Amenitiz, we cultivate a culture of positivity and personal growth. Our team members are enthusiastic, thrive on ownership, and excel in collaboration. Every day, we lead by example, prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.

About the role

As the Retention Team Lead, you will play a crucial role in driving customer retention and satisfaction. You will oversee a team dedicated to reducing churn, implementing effective retention strategies, and ensuring customers remain engaged with our services. Your leadership will be key in guiding your team, managing daily operations, and reporting on retention performance to senior management.

Your missions 

• Team Leadership & Support: 
  • Lead, mentor, and support the Retention Specialists to achieve performance goals.
  • Ensure all customer churn requests are handled promptly and effectively.
  • Foster a customer-centric culture within the team, encouraging proactive engagement to prevent churn.
• Retention Strategy Execution:
  • Implement and refine retention strategies to improve customer loyalty.
  • Offer personalized solutions tailored to customers’ needs and concerns.
  • Collaborate with other departments to enhance the customer experience.
  • Develop and execute high-impact customer loyalty programs, ensuring long-term satisfaction.
• Customer Feedback Management:
  • Address negative reviews on platforms like Trustpilot and other review sites.
  • Work towards improving the company’s online reputation by resolving customer issues effectively.
  • Analyze feedback to identify trends and propose improvements.
• Performance Monitoring & Reporting:
  • Track and analyze key retention metrics, ensuring a minimum individual retention rate of 30%.
  • Maintain high data quality standards, ensuring accuracy in reporting.
  • Provide regular updates to senior management on team performance and customer retention trends.
• Continuous Improvement & Innovation:
  
  • Identify opportunities to enhance customer satisfaction and retention efforts.
  • Propose, test, and implement new strategies for improving retention outcomes.
  • Stay updated with industry best practices and emerging trends in customer retention.

About You:

• You have significant experience in customer-facing roles (+4 years)
• You have experience leading a team. We want to impact our people's lives by providing them support with amazing people management skills
• You are empathic, caring and can leverage those aspects to lead a team.
• You have a continuous improvement mindset, keeping in mind KPIs and finding ways to challenge current processes.
• You have a proactive, hands-on attitude and a willingness to propose, test, and implement new processes to enhance retention efforts.
• You are persistent and resilient, with a demonstrated ability to navigate challenging customer retention scenarios.
• You have excellent verbal and written communication skills in English. Additional languages are a plus Previous experience with CRM tools

Our Benefits

• 💸 Competitive salary  – We recognize your hard work and celebrate your success with exciting, performance-based incentives.
• 💊 Comprehensive health & wellness coverage – Your physical and mental well-being matter, and we’ve got you covered.
• 💰  Stock options – Be a part of our success with real ownership in Amenitiz.
• 🥐 A vibrant office in the heart of Barcelona – Our spacious office comes with daily fresh fruit, great coffee, after-work drinks, and a nice patio with endless sunshine.
• 🎉 Unforgettable team experiences – From sailing the Mediterranean and Cirque du Soleil shows to poetry, cooking, and magic workshops, we love bringing the team together.
• 💳 Get paid whenever you want – No need to wait until the end of the month—access your salary anytime.
• 🍽️ Flexible benefits – Save on meals, childcare, transportation, and training with our tailored remuneration options.
• 📈 Grow with us – Join a dynamic, fast-growing, and international team (35+ nationalities) with limitless career opportunities.
• 📚 Fuel your curiosity – We’ll buy you ANY book you want, plus we’ve built an inspiring library to keep your learning on track.

If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!