Customer Success Manager Luxury Hospitality Scaleup London

Customer Success Manager | Luxury Hospitality Scaleup| London

The Client:

Harmonic is excited to be working with a luxury hospitality scaleup that is looking for a Customer Success Manager to join its Operations Team.

This business is going through an incredible growth period in recent years and is an internationally renowned company that is looking to continue to expand across different countries. The company partners hotels with luxury brands in the beauty and wellness space. The company wants to elevate customer hotel experiences by providing them with some of the best products in the wellness space. Partnering with both the biggest beauty brands and the top hotels around the world, this company is continuously growing.

The company most recently opened a UK office in the last few years which has gone through a fantastic growth period. The company has also recently been recognised for its sustainability and environmental efforts.

The Role:

This role will report into the Supply Chain Manager and have 3 direct reports underneath them. The role sits within the operations team but has cross-functional responsibilities and is heavily focused on successful end-to-end management to make sure clients and customers are satisfied. The role will also focus heavily on the overall customer service for their hotel clients so a background in hotel management could be desirable.

The Duties:

• Work cross functionally with the sales team to manage the customer success of all the hotel clients.
• Manage all of the 3PL relationships and meetings with contractors.
• Work closely with freight forwarders, 3PL warehouse and transport to follow end-to-end client orders.
• Assist the finance team with order tracing.
• Encourage solutions for the department whilst maintaining the SOP's of the business.
• Lead a team of three direct reports encouraging growth and collaboration by regular meetings.
• Develop into the overarching manager for the customer success department.
• Responsible for placing all customer orders to 3PL warehouse through SAP.
• Assist the territory managers with ad hoc orders ensuring that nothing is missed.
• Assign tasks to your direct reports based on capabilities and development opportunities.

What our client would like to see (Essential Experience):

• 4+ years in a customer service role.
• Bachelor's degree
• Led a team.
• Strong background in customer service systems including ERP systems.
• Working knowledge of Salesforce and SAP.
• Confident in leadership and decision making.
• Strong Excel skills.

What our client would like to see (Non-Essential Experience):

• Hotel experience
• Inter-departmental experiences
• Fast-growth start up experience.

·Salary: £35,000 - £40,000

Location: London (Hybrid)

Please contact Lidia at

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At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.