Director of Customer Engagement - EMEA

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.

Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 700+ teammates span 35 countries and represent 34 nationalities.

At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀

What you will do

As the Director of Customer Engagement, you will be responsible for leading our Integrated Products Implementation and Engagement teams across the EMEA region while driving global customer engagement strategies. Your primary focus will be to reduce churn by improving customer onboarding, product engagement, and perceived value through proactive campaigns and content creation. This role involves orchestrating automated customer outreach strategies, developing engagement playbooks, and managing customer engagement through tools like Gainsight and Intercom. You will directly report to the Vice President of Global Customer Operations.

Where you will have impact

• Develop and implement global customer engagement campaign strategies and execution plans

• Lead the EMEA Customer Engagement team while providing strategic direction to other regional CE teams

• Create and maintain engagement playbooks for specific products, customer personas, and customer life cycle stages

• Deploy campaigns through Gainsight and Intercom to customers and account managers

• Collect and utilize feedback from customers, Account Managers, Product Management, and the Leadership Team to continuously improve engagement strategies

• Amplify the impact of CE team members through automated workflows, frictionless self-service options, and compelling content

• Drive a reduction in "influencable" churn by addressing issues related to implementation, onboarding, product engagement, and perceived product value

What's in it for you?

• Competitive salary and benefits package

• Opportunity to work in a fast-growing, dynamic SaaS company

• Access to ongoing training and development programs

• Collaboration with a global team of talented professionals

• Work-life balance initiatives and flexible working arrangements
  
  

Who you are

• We are looking for a passionate leader with a proven track record in customer engagement and a strong understanding of the hospitality industry.

  Key Qualifications:

  • 5-10 years of experience in customer care, implementation, and enablement roles

  • Strong leadership skills that inspire and motivate teams

  • Extensive knowledge of hotel revenue management, general management, and ownership roles within the hospitality industry

  • Excellent communication and training skills

  • Skilled in using tools like Gainsight, Intercom, and AI-driven content creation tools

  • Experience in creating concise video content for business scenarios and product usage

  • Ability to internationalize and translate content for a global audience

  • Proven ability to orchestrate and refresh customer engagement content continuously

  • Strong organizational and execution skills, ensuring clear actions and follow-ups from meetings

  • Experience in reducing customer churn through tools, technology, and strategic campaigns

  Additional Requirements:

  • Willingness to take ownership of tasks and manage deliverables

  • Proficiency in using Google Suite for presentations and reporting

  • Analytical, problem-solving, and troubleshooting skills

  • Strong business acumen and interpersonal skills

  • Understanding of the hospitality industry and revenue management processes is a plus

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Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.