Chief Experience Officer (CXO) at Shade

Who are we?

Live@Shade is a new hospitality startup in Lagos using tech and UX to deliver consistent and exceptional short-term rental (shortlet) experience at an affordable rate.

Who are we looking for

As the CXO, you will oversee the entire customer journey--continually providing and improving customer experience. You will constantly identify opportunities to grow the customer base by building positive relationships with guests. To be successful in this role, you should possess excellent communication and interpersonal skills. You should possess leadership skills to build and run a team, and when necessary, can get your hands dirty.

Responsibilities: 

• Define and execute the startup's customer experience strategy
• Acquire and maintain profitable relationships with guests and stakeholders
• Interact with guests online and offline during the entire customer lifecycle: acquisition, engagement, and retention
• Resolve guest complaints quickly and efficiently
• Expand the customer base by upselling and cross-selling
• Understand customer needs and initiate actions to address these
• Know the industry, the competition, and strategize to stay ahead
• Help promote and maintain a positive company image
• Design, plan, and execute fun events to build a sense of belonging and enable guests to connect.

Requirements: 

• BSc or HND Degree in any relevant field
• Minimum of one year post-NYSC Experience
• Industry knowledge (hospitality, short-term rental, Airbnb/Booking/VRBO platform)
• Good with math and numbers
• Proven track record of meeting and exceeding targets
• Experience tracking relevant KPIs (i.e. occupancy rates)
• Strong communication and interpersonal skills; ability to build and maintain relationships
• Team player with leadership skills
• Tech and social media savvy