Pitchup.com

Head of Account Management

Remote - Full Time

Want to work with an award-winning and quickly expanding company? We’re the leading website for outdoor holidays, making it a doddle to book camping, glamping and caravan sites all over the world, with over 5,300 to choose from. Pitchup reached profitability in 2015 and so far £250m worth of holidays have been booked through us - we’ve helped 9m holidaymakers book their outdoor escape.

We are now looking for a talented leader to join our team as Head of Account Management / Customer Success. This is a dual role where you will be leading both the B2B Account Management and the B2C Customer Service functions. The team consists of 3 direct reports overseeing a further team of ~14 and has responsibility for an account base worth £65m TTV.

Our B2B account management team, which recently achieved ‘Great’ NPS rating, is responsible for onboarding new outdoor accommodation providers and account-managing existing clients, maximising revenue by helping managers with pricing, availability, listing settings and day-to-day queries. The customer service team handles enquiries from holidaymakers as well as first-line support for campsites. 

Both teams provide high-quality service to our global customer base, with many campsite testimonials and a Feefo Platinum rating 

  • Testimonials: https://www.feefo.com/en-GB/reviews/pitchup-com?displayFeedbackType=SERVICE&timeFrame=YEAR
  • Feefo: https://www.feefo.com/en-GB/reviews/pitchup-com?displayFeedbackType=SERVICE&timeFrame=YEAR

Personally, you will also oversee top-tier accounts, building strategic relationships with our most important clients globally. You will attend various trade events during the year and assemble/organise client feedback for our Product team to continually improve our service.

About the role: 

Team Management 

  •  Ensure the team meets its goals through effective performance management, coaching and support. 
  • Hold regular team and 1:1 meetings and ensure effective communication within the team
  • Induct, train and coach the team - in all aspects of Pitchup operations as well as sales/account management coaching

Account Management 

  • Lead the campsite registration process, including quality assurance, and drive continuous improvements to the process
  • Expand our client relationships in a strategic and data-driven fashion
  • Own and develop key accounts relationships, including major groups
  • Act as out-of-office contact for other members of the account management team
  • Ensure the team uses Salesforce as a complete CRM tool
  • Assist with other administrative tasks within the team

Customer Service

  • Recruit, train, structure and lead a team of multilingual Customer Service Executives/Supervisors, addressing seasonal case/call/chat volume with a culture of excellence
  • In busy times, act as an escalation point for customer service
  • Given the booking patterns of our customers, weekend work will be required from time to time

About you:

  • Have a proven track record of leading and managing a remote team of 15+, ideally within the account management/customer success arena
  • Have a career history in sales or account management in a similar organisation, ideally a fast-growing online travel agent, e-commerce site or marketplace
  • Ideally have experience of managing a substantial account base (likely to be at least £50m TTV)
  • Able to set team priorities rigorously but also stay close to the detail and roll your sleeves up, especially leading up to peak season
  • Be able to demonstrate success in managing top tier accounts, with clear examples of delivering growth across your account base
  • Salesforce and Google Analytics experience preferred
  • Strong Excel and data analysis skills
  • A bachelor’s degree in business or related field

 You will need to be:

  • Pragmatic and commercially astute, with strong judgement and decision-making skills
  • Driven, proactive and innovative with a bias towards action
  • Able to foster strong teamwork, pulling together to achieve targets
  • Comfortable with and able to manage significant change
  • Able to influence positively and coach colleagues

Salary: £75,000 to £85,000 per annum + Bonus depending on experience

Pitchup employee benefits: 

  • 25 days’ holiday, plus bank holidays (pro-rated for part-time employees)
  • Pension matched to 4%, private healthcare, life insurance, critical illness cover and income protection - for peace of mind
  • Discounts including: gym memberships, sports equipment, Caffe Nero, Odeon cinema and various hotel and retail outlets
  • IT equipment 
  • Great staff discounts on Pitchup bookings across thousands of properties in 70 countries
  • A work-from-home office equipment allowance
  • Company away days
  • Employee assistance helpline, in case you ever need someone to talk to, with access to get-fit programmes, nutrition advice, financial and legal advice and counselling
  • Remote work allowed

 

Some more information about Pitchup 

Pitchup.com receives 33m annual visits and over the last year has booked over 5m bed nights, with total transaction value 97% up compared to 2019. The site has been featured in leading global media titles, such as BBC News, New York Times, Le Figaro, and more, and has been translated into 17 languages. You will join a nimble team of 70 based in 10 countries, all working from home, as we are a 100% remote business.

A member of the Financial Times' FT1000 fastest growing companies in Europe, Pitchup.com receives up to 320,000 visits and 7,500 bookings per day, and this year an individual site took 95 bookings in 24 hours. Recently we were awarded the Platinum Trusted Service Award by Feefo, for achieving a customer rating of at least 4.5 out of 5 for 3 years in a row. The company is profitable and was founded in 2009 by former lastminute.com staff with a background in the holiday park sector.

Read some of our latest press coverage 

UK: 

  • https://www.yumpu.com/en/document/read/67423068/camping-trade-world-issue-11/43
  • https://inews.co.uk/inews-lifestyle/travel/uk-camping-campsites-august-bank-holiday-2022-availability-pitch-prices-1804816 
  • https://www.thetimes.co.uk/article/the-10-best-glampsites-for-autumn-kwnz3d9kz

IT: 

  • https://vincenzochierchia.blog.ilsole24ore.com/2022/01/18/estate-2022-pitchup-turismo-glamping-gonfie-vele/
  • https://www.vanityfair.it/gallery/tende-da-campeggio-facili-da-montare-da-portare-in-vacanza   

US: 

  • https://medium.com/authority-magazine/dan-yates-of-pitchup-the-future-of-travel-in-the-post-covid-world-949495433861 
  • https://www.washingtonpost.com/travel/tips/camp-rental-utah-california-yellowstone/  

ES: 

  • https://www.europapress.es/turismo/nacional/noticia-reservas-campings-espana-crecen-30-consolidandose-destinos-favoritos-europa-20211214114752.html  
  • https://www.elmundo.es/viajes/hoteles/2022/06/23/62b2c84ffdddffd5758b45ef.html 

FR: 

  • https://www.lefigaro.fr/actualite-france/ces-commercants-contraints-aux-promos-pour-rassurer-les-vacanciers-20220808 
  • https://www.camping-car.com/nos-actus/27057-laissez-vous-tenter-par-une-escapade-en-van 
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