[Hiring] Customer Success Consultant @Frontline Performance Group

Role Description

FPG Customer Success Consultants are exceptional hospitality leaders who have built successful careers creating outstanding guest experiences, developing teams, and driving performance. You may have served in leadership roles such as Front Office Manager, Front Desk Manager, Guest Relations Manager, Rooms Division Manager, or similar positions where coaching people, influencing leaders, and delivering measurable results were central to your success.

You’ve demonstrated your leadership in hospitality, and your executive presence is undeniable. You possess the rare ability to influence at all levels, whether you’re engaging senior leadership, nurturing aspiring managers, or empowering frontline staff. You thrive in a dynamic SaaS environment, where your hospitality expertise is instrumental in helping clients maximize performance and elevate the guest experience. Your presentation and facilitation skills, both in person and virtually, are highly effective, leaving audiences inspired and motivated to take action.

Building and maintaining strong client relationships comes naturally to you. Your critical thinking, empathy, self-awareness, and collaborative mindset make you a trusted partner. You excel at prioritizing competing demands while staying focused on helping hospitality teams achieve measurable results.

If you've built a successful career leading hotel operations, developing people, and inspiring teams to reach their full potential, FPG may be the perfect place to take your experience to the next level. Join a team that's passionate about unlocking potential and elevating performance across the hospitality industry.

Qualifications

• Bachelor’s Degree is preferred, with a track record of working in a performance results-focused environment
• 3 to 5 years of leadership experience within the hospitality industry (such as Front Office, Front Desk, Guest Relations, Rooms Division, or similar hotel operations leadership roles)
• Tech savvy with SaaS experience being advantageous
• Leadership experience in the hospitality industry highly preferred
• Possesses exceptional presentation skills, both in-person and virtually, with an inspiring and impactful style
• Demonstrates executive presence and the ability to influence at all levels
• Exhibits a high level of polish and poise in all interactions
• Excellent listening skills, curiosity, and resourcefulness
• Capable of compelling written and verbal communication, catering to both technical and non-technical audiences
• Proactive and capable of working autonomously
• Must show adaptability and flexibility in response to the evolving needs of the business
• Fosters collaboration among various departments to advance the company’s shared vision

Requirements

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience
• Drive the implementation and ongoing maintenance of The Foundation Framework
• Promote and support the adoption and utilization of the IN-Gauge software platform
• Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency
• Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights
• Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge
• Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent
• Lead quarterly program reviews with key stakeholders
• Initiate conversations with internal leadership regarding upsell opportunities
• Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities
• Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

Benefits

• Pension Scheme
• Health Insurance
• Term Life Assurance Policy
• Annual leave - 25 days
• Annual company paid holiday during Christmas week
• All other statutory leave per HMRC
• Work from home flexibility
• Lucrative Incentive Plan

Company Description

Base Salary 43,000-45,000 GPB + lucrative incentive plan, averaging around 8,400 GPB annually, as well as additional individual and team bonuses.