Customer Retention Team Lead
About Ukio |
We are one of the most promising startups of 2026 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well 🚀.
Ukio's mission is to empower individuals to live where they want, when they want 🌎. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere 💥.
Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets 🔥. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals🥇.
Our culture |
We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.
Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?
Role |
As a Customer Retention Team Lead, you will be responsible for elevating the guest experience and operational performance across multiple portfolios while leading and developing a team of Senior Guest Relations. This is a hands-on leadership role, combining strategic oversight with operational involvement. You will ensure consistency, scalability, and excellence in guest experience while driving performance against business and operational KPIs.
You will act as a key bridge between frontline execution and company-wide strategy, setting standards, coaching teams, and partnering cross-functionally to continuously improve how Ukio delivers its promise of making people feel at home anywhere.
Responsibilities |
Team Leadership & Development
- Lead, coach, and develop a team of Senior Guest Relations Managers, fostering strong ownership, accountability, and high performance.
- Set clear expectations, define best practices, and ensure consistent service standards across all assigned portfolios.
- Conduct regular performance reviews, feedback sessions, and development plans for team members.
- Act as an escalation point for complex or high-impact guest cases.
Guest Experience & Operations Oversight
- Oversee the end-to-end guest journey across multiple portfolios, ensuring a consistently high-quality experience.
- Ensure proactive management of operational risks, guest satisfaction, and property uptime.
- Drive resolution of systemic issues by leading post-case reviews and implementing scalable, long-term solutions.
- Balance guest experience excellence with operational efficiency and cost control.
Performance, Data & Continuous Improvement
- Own and monitor key operational, guest experience, and financial KPIs at team and portfolio level.
- Use data and internal dashboards to identify trends, risks, and improvement opportunities.
- Lead initiatives to improve processes, tools, and ways of working across Guest Relations.
- Ensure budgets and operational targets are met sustainably.
Cross-Functional Collaboration
- Partner closely with Operations, Sales, Property Management, Quality, and other stakeholders to align priorities and improve end-to-end performance.
- Represent Guest Relations in cross-functional projects and strategic initiatives.
- Contribute to the definition and evolution of company-wide service standards and playbooks.
About You |
- 5–8 years of experience in hospitality, operations management, property management, or customer-facing roles, with proven leadership responsibility.
- Experience leading and developing teams in fast-paced, operational environments.
- Strong analytical mindset with a track record of managing and improving KPIs using data.
- Excellent stakeholder management and cross-functional collaboration skills.
- Outstanding communication skills in English and Spanish.A third language (French, German or Portuguese) is a big plus.
- Comfortable making decisions, prioritizing at scale, and operating with a high level of autonomy.
- Empathetic, structured, and detail-oriented, with a strong commitment to guest experience excellence.
- Experience with CRM or case management tools (e.g., Zendesk, HubSpot, Salesforce).
Ukio's life benefits |
- Private Health Insurance with ALAN
- Flexible retribution with Payflow
- UKIO Anniversary gift
- Team buildings and office events
- Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
- Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn!
- An amazing internal culture and no dress code!
- International working environment with many different nationalities!
Ukio's culture promotes and values each individual's contribution. Diversity and inclusion, it’s a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution 🔥
We look forward to receiving your application!
For more information about Ukio, visit us at www.ukio.com and to keep up to date with UKIO’s news, follow us on LinkedIn and Instagram!