Customer Experience and Sales Manager

Job description:

Customer Experience & Sales Manager (Remote – Hospitality / Property Management)

Location: Remote

Salary: ₱80,000 per month

Hours: 40 hours per week, including evenings and weekends as required

Job Type: Full-time

About KG Short Stay

KG Short Stay specialises in managing short-term rental properties for owners who want to maximise income without the stress of day-to-day management. We provide full-service solutions — from guest communication and property maintenance to marketing and performance optimisation — helping property investments reach their full potential.

Operating across the UK, our mission is simple: help property owners save time while achieving the best returns on their properties. We pride ourselves on exceptional service, efficiency, and results.

Role Overview

We're looking for a Customer Experience & Sales Manager who blends strong people skills with excellent organisation and systems thinking. This role leads our remote customer service team and ensures guests receive a world-class experience.

Perfect for someone who is energetic and relationship-driven yet highly structured, detail-oriented, and calm under pressure with experience in AI driven efficiencies .

You'll lead a remote team, manage performance, and build structured processes that deliver outstanding guest satisfaction, efficient operations, and revenue growth.

Key Responsibilities

Leadership & Communication

Lead and develop a remote customer service team to deliver consistent, high-quality support.

Communicate clearly and confidently across calls, messages, and written channels.

Handle guest escalations and emergencies with warmth, professionalism, and effective problem-solving.

Drive upsells, booking extensions, and service add-ons to support revenue growth.

Maintain strong relationships with guests, owners, and internal teams.

Systems, Structure & Performance

Manage daily operations, team rotas, and service performance across all communication channels.

Ensure customer queries, complaints, and issues are resolved promptly and to a high standard.

Build and refine SOPs and workflows to improve efficiency and customer experience.

Use AI tools, CRMs, Google Workspace, and property management systems to streamline communication and operations.

Collaborate with Sales, Operations, and Finance teams to ensure smooth service delivery.

Maintain alignment with company values, service standards, and performance KPIs.

What You'll Bring

Leadership & Accountability:

Proven experience managing remote customer service or sales teams and driving performance.

Customer Experience Expertise:

Strong record of delivering excellent service in fast-paced, high-volume environments.

Operational Strength (Steel):

Highly organised with experience creating and refining team systems, workflows, and reporting.

Commercial Mindset:

Confident identifying revenue opportunities through upsells or improved guest conversion.

Tech & AI Proficiency:

Skilled in Google Workspace, CRMs, communication platforms, and property management systems.

Comfortable using AI tools to streamline workflows, enhance communication, and improve service outcomes.

Calm Under Pressure:

Professional and composed when handling guest issues, emergencies, or high-pressure situations.

Excellent Communication (Blaze):

Clear, professional, people-focused, and confident across all communication channels.

Flexibility:

Willing to work evenings and weekends to support team performance and guest experience.

Cultural Awareness:

Experience working with UK-based customers or UK hospitality standards.

Desirable Experience

Experience in short-term rentals, serviced accommodation, hospitality, or property management.

Experience creating or improving customer service systems and performance reporting.

Exposure to sales processes, upselling strategies, or revenue management.

Why Join KG Short Stay

At KG Short Stay, we're a high-performance, family-run business built on trust, ambition, and growth. You'll join a supportive team that values accountability, collaboration, and continuous improvement. This is a role for someone who wants to lead with both heart and precision, helping shape the experience of our guests, owners, and team.

Job Type: Full-time

Pay: Php65, Php80,000.00 per month

Application Question(s):

• Do you use a Multi- Monitor Work Station Setup?

Experience:

• Remote Team Management: 3 years (Required)
• Complaint Handling: 3 years (Required)
• Achieving and having your team achieve KPIs: 3 years (Required)

Work Location: Remote