Fresh Jobs at RoomRaccoon Hotel Tech

Responsibilities:

• CRM Mastery: Lead the configuration, customization, and ongoing optimization of our CRM system to support the sales and marketing teams.
• Lifecycle Marketing Strategy: Own the development and performance of email marketing strategies designed to engage key segments in RoomRaccoon’s ICP. Collaborate with sales, product marketing, and digital marketing teams to implement lifecycle marketing tactics that increase engagement and pipeline growth.
• Audience Segmentation & Campaigns: Refine audience segmentation and create targeted email workflows, nurturing prospects and clients across their lifecycle to drive conversion and upsell opportunities.
• Email Content & Campaign Execution: Collaborate with sales, marketing, and product teams to craft personalized, creative email content aimed at fostering relationships and driving revenue growth.
• Data & Analytics: Analyze CRM and product data to create segment-specific, data-driven campaigns. Continuously optimize based on performance metrics like open rates, click-through rates, and conversion rates.
• Lead Nurturing & Funnel Optimization: Own the lead nurturing process by developing multi-channel marketing programs (email, social, digital) to engage leads and improve the customer journey.
• A/B Testing & Performance Optimization: Design and execute A/B tests, analyze performance data, and recommend new strategies to improve engagement and conversion rates.
• Cross-Functional Collaboration: Work closely with the demand generation, sales, and marketing teams to ensure effective coordination and execution of campaigns across 11 global markets.

Essential:

• Minimum 5 years of experience working with CRM systems, preferably in a B2B SaaS environment.
• Proven experience in managing lifecycle marketing and email campaigns using HubSpot or similar marketing automation tools.
• Strong understanding of lead nurturing, upselling best practices, and audience segmentation strategies.
• Experience in B2B demand generation, with a passion for data-driven decision-making.

Bonus:

• Experience with other marketing automation platforms beyond HubSpot.
• Understanding of B2B sales methodologies and SaaS industry experience.

Behaviours:

• Organisational skills
• Attention to detail
• Ability to manage multiple projects simultaneously

Create engaging contentResponsibilities:

• CRM Mastery: Lead the configuration, customization, and ongoing optimization of our CRM system to support the sales and marketing teams.
• Lifecycle Marketing Strategy: Own the development and performance of email marketing strategies designed to engage key segments in RoomRaccoon’s ICP. Collaborate with sales, product marketing, and digital marketing teams to implement lifecycle marketing tactics that increase engagement and pipeline growth.
• Audience Segmentation & Campaigns: Refine audience segmentation and create targeted email workflows, nurturing prospects and clients across their lifecycle to drive conversion and upsell opportunities.
• Email Content & Campaign Execution: Collaborate with sales, marketing, and product teams to craft personalized, creative email content aimed at fostering relationships and driving revenue growth.
• Data & Analytics: Analyze CRM and product data to create segment-specific, data-driven campaigns. Continuously optimize based on performance metrics like open rates, click-through rates, and conversion rates.
• Lead Nurturing & Funnel Optimization: Own the lead nurturing process by developing multi-channel marketing programs (email, social, digital) to engage leads and improve the customer journey.
• A/B Testing & Performance Optimization: Design and execute A/B tests, analyze performance data, and recommend new strategies to improve engagement and conversion rates.
• Cross-Functional Collaboration: Work closely with the demand generation, sales, and marketing teams to ensure effective coordination and execution of campaigns across 11 global markets.

Essential:

• Minimum 5 years of experience working with CRM systems, preferably in a B2B SaaS environment.
• Proven experience in managing lifecycle marketing and email campaigns using HubSpot or similar marketing automation tools.
• Strong understanding of lead nurturing, upselling best practices, and audience segmentation strategies.
• Experience in B2B demand generation, with a passion for data-driven decision-making.

Bonus:

• Experience with other marketing automation platforms beyond HubSpot.
• Understanding of B2B sales methodologies and SaaS industry experience.

Behaviours:

• Organisational skills
• Attention to detail
• Ability to manage multiple projects simultaneously
• Create engaging content

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What we need? 

• Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention. 
• As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively. 
• You will join a global team of customer service representatives and will be responsible for taking care of our Portuguese, Spanish and Italian clients. 

What will you be doing? 

• Customer Support  
• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums. 
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs 
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution 
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention 
• Retention and Service Recovery  
• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.  
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters 
• Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues 

Requirements? 

• Non-negotiable: Fluent in English 
• Has 2+ years' experience in a service-oriented, technical or customer support role 
• Hotel (front desk/reservations) / and or hospitality experience (advantageous) 
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally 
• Technical proficiency in working on different systems (training will be provided) What we need? 
• Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention. 
• As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively. 
• You will join a global team of customer service representatives and will be responsible for taking care of our Portuguese, Spanish and Italian clients.