Vice President (f/m/d) Portfolio Management Holiday Rental Properties
Hamburg, Hamburg, de Office and Administrative Support Occupations
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NOVASOL AS Repräsentanz -- Vice President (f/m/d) Portfolio Management Holiday Rental Properties Our property portfolio is as important as ever as, without it, we wouldn’t be able to send our guests on amazing holidays. Due to our property growth, we’re looking for a new team member to join us as part of our Senior Management team, taking responsibility for our Novasol brand in Germany for parks and single units. If you’re a strategic leader with a passion for travel, this could be just what you’re looking for. About Novasol – part of the Awaze Group Awaze is Europe’s largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple – to delight owners and guests. The business operates more than 25 consumer brands including Cottages.com, Novasol, Hoseasons, Landal and James Villa Holidays. More than 8 million people stayed in one of our properties in 2019. The Novasol brand is the main brand on the continent and in Germany we manage more than 30 parks and more than 3,000 single units, and Germany is one of the hotspots when it comes to “staycation”. The vacation rental market has been growing strongly over the last few years, with people desiring the space, flexibility and uniqueness provided. The current global pandemic has only served to strengthen that trend. Summer 2020 saw unprecedented demand, which we’ve seen continue into this year. In Hamburg we are looking for a Vice President (f/m/d) Portfolio Management Holiday Rental Properties The Role: You’ll report to our Chief Operations Officer, in a highly visible role within the business. You’ll have a broad remit, as this role will see you take responsibility for developing and leading the implementation of a strategy of initiatives that deliver exceptional service to Parks and House Owners and that maximizes their lifetime value and reduces attrition. Furthermore, you’ll lead a sizeable team, ensuring that all team members – both field- and office-based – are highly focused, digitally and commercially aware, offering a personalized and exceptional service that sets us apart from our competitors. It’s key that you’re a highly effective and strategic senior leader, put simply, it will be your role to ensure that we retain our position as number one in our industry through excellent owner service. The role is based out of Hamburg but also offers remote working opportunities. The role requires significant travel across both Germany and Europe to be close to the team and to the house owners. What you’ll be doing: The role of Vice President, Portfolio will be incredibly varied, with no two days looking the same. That said, your role will predominantly hold responsibility for five main areas – Property Service, Property Retention, Financial Performance, Product Development and Property Managements Services. You’ll with peers in similar roles, also act as the voice of the owner, ensuring they’re at the heart of all strategic decisions. Some of your key responsibilities will include: Property Service: • Leading the team to deliver outstanding service across a range of platforms • Ensuring owners receive the very best service; you’ll frequently monitor performance and NPS • Championing, with peers in similar roles, our owner portal, working with Tech to ensure that owners can self-serve where possible • Establishing and maintaining KPIs across our owners, so performance can be monitored regularly • Using Salesforce to enhance the owner experience, establishing and maintaining best in class service and constantly reviewing new ways to connect with owners (webinars, video conferences live chat, social) • Working alongside the commercial teams to ensure we have the best data to enhance sales performance and equip team members with the information they need for productive conversations with owners • Constantly seeking to build and improve relationships with strategic owners • Leading high profile owner meetings where size and scale are appropriate • Delivering high profile events such as seminars and conferences to ensure owners are getting additional value being partnered with Novasol Property Retention: • Be the most senior point of escalation for owners who are unhappy with our service or at risk of leaving, and, where appropriate, negotiate and agree terms upon which churn can be avoided • Ensuring we have the right account management structures to deliver a personalized level of service • Using data and analytics proactively to highlight at-risk owners and take all necessary steps within commercial guidelines to retain the owner and improve lifetime value • Constantly seeking feedback from existing and ‘churning owners’ and using data to implement strategies to further improve the owner experience and reduce churn • Supporting the business development strategy to drive sustainable and profitable growth • Delivering first class service to new owners minimizing year one churn by delivering a smooth and seamless onboarding experience • Driving and improving the performance of the Novasol park and unit portfolio through sustainable unit growth • Continually reviewing the portfolio and looking for opportunities for growth • Working with the COO to ensure owners are presented at the optimum price point throughout the season • Working with manufacturers and 3rd party suppliers to ensure Novasol remains the preferred referral partner for new owners coming to the market • Developing new product /market opportunities for Novasol Germany to grow into, reviewing customer and developer trends and ensuring we are at the forefront of new ideas and developments Financial performance: • Delivering or exceeding budget annually ensuring that SLT are kept abreast of any variances. Ensuring we are tracking to forecast • Renegotiating commercial terms for existing owners upon contract renewal and lead those meetings • Tracking inventory to identify low value owners and determine whether they should be removed (or reengaged) from portfolio to drive yields higher on dedicated/exclusive inventory • Identifying opportunities to deliver additional value for owners and additional revenue generations Product Development: • Working with other key stakeholder's review, develop and test new owner products which improve lifetime value and owner satisfaction and ‘stickiness’ and to ensure that existing specialist products remain relevant to owners within them and attractive to new developers Property Management Services: • Oversee and lead the creation and execution of consistent operations standards, defining protocols in regard to cleanliness, maintenance, service delivery and guest check-in • Engage, manage and monitor the performance of third parties acting on our behalf to ensure they meet the needs of our homeowners and guests and are always acting in line with our business strategy • Lead and inspire the Property Management service teams to deliver outstanding and profitable service, through the local office network and where necessary offer on the ground leadership • Ensure our homeowners are receiving the very best service by frequently monitoring satisfaction and churn levels to ensure we are delivering an exceptional and great value service • Lead efforts to enhance and develop a full digital interface of cleaning and service operations to ensure it meets the needs of our homeowners and guests and is ahead of our competitors offer in each local area. Use technology to streamline the processes and ensure we are establishing and maintaining an agile and best in class profitable operations and looking at new innovative ways to deliver this service cost effectively • Undertake frequent RFQ’s to ensure we are committed to partnering with the best partners both from a profitability and standards perspective • Seek to build and improve relationships with homeowners, as recognized by owner research and feedback. • Establish staffing and talent plans for regional and local offices and central support teams, and work with HR teams to develop the right customer-centric culture • Support the local property recruitment teams to ensure they are able to meet their targets by showcasing the value of our service in each region and supporting local recruitment teams on the ground • Be a senior point of escalation for homeowners who are unhappy with our service or at risk of leaving, and where appropriate negotiate and agree terms upon which churn can be avoided • Ensure we have the right structures (locally and centrally) in place to deliver a high level of service to each owner, appropriate to their size, scale and profitability to minimize churn • Constantly seek feedback from existing and ‘churning owners’ and use data to implement actions and strategies to further improve the owner experience and reduce churn • Constantly review, monitor and report on competitor activity • Work towards agreed targets for minimum levels of churn within the managed portfolio each year Key skills we need: We’re a team full of energy and with a passion for what we do, so it’s key that you’re enthusiastic, driven and keen to be part of a team. What else do you need in order to succeed in this role? • You have demonstrable experience of leading (and motivating) a large, multisite team • You pride yourself on your excellent interpersonal skills and your natural ability to build relationships • You have great influencing skills • You’re able to engage and inspire through your leadership style • You’re data-driven and financially astute, with a focus on enhancing commercial results through effective decision-making • You’ve worked in a fast-paced environment at a senior level, where you’ve driven improvements and change • You’re passionate about travel and, in particular, Germany • Ideally, you’ll have had some experience of working within leisure/travel • You can master German and English both verbally and written Equally important as all the technical “stuff”, we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work while travelling, after all), but instead think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset. If you’re excited by working in a fast-paced environment, are obsessed by all things customers demand and want to join us on our journey, we’d love to chat. What we’ll give you: • This is an opportunity for you to join us at a pivotal point in time as we invest in our future • You’ll be joining a team of genuine, passionate leaders; your peers are all proud to work for Awaze they’re keen to get the best results possible • You’ll have the freedom to decide on the best way of working to get the job done. We work cross-functionally, so you’ll be given opportunities to develop skills outside your core skill set • You’ll be an integral part of a team which will deliver growth, and who doesn’t want that? We offer a competitive salary and great benefits; we’re all about holidays, so we practise what we preach and offer some great travel discounts. What else do you need to know? We want to make the application process as stress-free as possible, so typically we’ll have an informal chat with you on the phone, followed by a comprehensive interview over Teams, where you’ll have a chance to find out a bit more about the exciting things we’re doing (and maybe tell us what we’re doing wrong). We want to hear about your favorite (and least favorite) projects, what makes you tick and why. Please apply by sending your application to Lars Kjærbye Nissen via [email protected], stating your salary expectations and your earliest possible starting date. We are an equal opportunity employer, and we value diversity and inclusion. We do not discriminate on the basis of gender, age, sexual orientation, color, religion, disability status or marital status. NOVASOL Service GmbH Gotenstraße 11 | 20097 Hamburg www.novasol.de