Global Head of Host Operations

  • Marketplace
  • London, United Kingdom

Global Head of Host Operations

Job description

The Company

The Plum Guide is on a mission to build the definitive collection of the world’s best homes. Through expert human curation and innovative tech, we’re taking a scientific and systematic approach to vetting every home in every city we open, and accepting only the top 1%. Like a modern Michelin Guide - but for homes.


We launched 3 years ago in London. Since then, we have grown 15-20% month on month; expanded to 12 cities; tested over 100,000 homes; developed a customer experience that’s returning the highest NPS scores in the hospitality sector; and are on track to reach over £25M in annualised sales.


We are backed by some of the world’s top VCs and angel investors who have built many of the world’s most exciting companies of today. These include TransferWise, Citymapper, BuzzFeed, Appear Here, Graze, Depop,  GymBox, Zoopla, LoveFilm, Secret Escapes to name a few.


Earlier this year we closed a £14m Series B round of funding. Our focus for the next 12 months is on building an exceptional brand & customer experience; and maintaining hyper growth through accelerated global rollout. 


The Role

This is a critical new role at Plum Guide. Our mission as a business is to introduce a new global quality standard in travel: to take the hit-and-miss out of the homestay experience, and to promise our customers with absolute conviction that Plum Guide homes are the best in the world, and will never disappoint. 


To deliver on this promise, we are looking for an ambitious individual to take a leadership role in the quality of our global collection of homes. The ideal candidate needs not just an innate understanding of brand, design and account management, but also hands-on experience in ‘operationalising’ high quality production processes across a global community of contributors.


Success in this role means building an engine that delivers extraordinary customer satisfaction through an exceptionally high quality product. To do this, you will need to able to set the standard for, and industrialise, our collections processes: from property curation, host account management, and home critic / photographer community management, to our copywriting and merchandising functions. You will have built and scaled a function before and can bring learning and insights on best practice for how we do this as we grow into the next 30 cities and beyond.  


Your KPIs will be customer NPS, host NPS and revenue per home.


Responsibilities

Operational excellence and account management 

  • Codify and systematise our host account management processes to achieve key KPIs like NPS, decline rates, host churn rates. 

  • Concept our host comms engine: build the host comms engine globally - deciding how to communicate with them, with what content, and, how often

Selection process

  • Revolutionise our curation process:

    • define what should pass and why

    • put in place a bulletproof process so no fails ever slip through

    • training for teams on what to pass and fail in a way that means we're always learning and getting better

Freelancer excellence

  • Industrialise our freelancer community (home testers and photographers) to improve quality and harness for WOM and brand

    • Formalise our recruitment, onboarding and training process, and our community management globally

Merchandising

  • Work with our Head of Brand on photography and editorial guidelines and implement them to ensure verbal and visual consistency (tone of voice, photography art direction) across the global collections

  • Increase revenue per home by creating systems to ensure our listings are accurate (calendars, pricing, etc)

  •  Manage copywriting capacity to meet our supply growth targets Establish a strong link between the account management  and merchandising teams

Requirements

About you:

You don’t need to have prior experience in hospitality or tech startups. The important thing is that you are / have...

  • Experience in operationalising processes at fast-paced businesses - be it content creation, account management, or merchandising. 

  • A proven track record in not just concepting solutions to business challenges - but actually executing and implementing them to drive meaningful commercial impact

  • A strong ‘eye’  : you’re sensitive to brand, you’re passionate about great design, and you know what exceptional copywriting looks like 

  • A stickler for detail : you obsess over the tiny details that you know make all the difference

  • All about striving for excellence : you have incredibly high standards

  • A brilliant motivator and team leader : you know how to recruit, train and energise a diverse (and often dispersed) global team to deliver exceptional work

  • Excellent communication and people skills : galvanise our host community around the Plum Guide brand and turn every host, freelancer and collections team member into a passionate believer in, and advocate for, the Plum Guide product

  • Experience leading account management teams to deliver high NPS to end users

  • Experience working cross functionally with product, tech, finance, and other teams to create scalable operations

Benefits

  • An unparalleled opportunity to become an expert in the scaling up of a high-growth start-up.

  • Genuine influence and ownership: you will work closely with the founders and leadership team in this role. There’s a lot of headroom to make a huge impact, very quickly.

  • If you make your objectives happen, you will inevitably be one of the most sought out talents in your space.

  • Competitive salary and options scheme.

At Plum we welcome a range of backgrounds of experience so if in doubt, please apply.