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About the Role

FPG Customer Success Consultants are exceptional hospitality leaders who have built successful careers creating outstanding guest experiences, developing teams, and driving performance. This role is pivotal in ensuring that each customer embarks on their journey with us successfully, spanning the entire customer lifecycle from activation to sustained success. You will articulate the FPG Foundation Framework, secure buy-in, and manage a portfolio of accounts to ensure sustained success and client performance.

Responsibilities

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
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.
Manage a portfolio of accounts to ensure the sustained success of The Foundation Framework and client performance.
Advocate for clients, proactively driving the adoption of The Foundation Framework and maintaining a strong focus on customer retention.
Cultivate and nurture client relationships, ensuring they receive the support necessary to achieve maximum impact.
Engage with clients on-site from time to time to enhance relationships and positively impact the overall client experience.

Requirements

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
Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency

Skills

Hospitality leadership
Guest experience creation
Team development
Performance driving
Coaching people
Influencing leaders
Delivering measurable results
Executive presence
Influencing at all levels
SaaS environment adaptability
Presentation skills
Facilitation skills (in-person and virtual)
Client relationship building
Critical thinking
Empathy
Self-awareness
Collaboration
Prioritization
Customer success
Customer retention
Onboarding
Framework articulation
Account management
Software platform utilization
Self-led learning
Best practice exchange
Innovation insight
Client recognition
Performance communication
Program review leadership
Upsell opportunity identification
Industry event representation
Networking
Brand visibility enhancement
New business opportunity identification
Travel support for clients

Location

Remote
Local regional clients (for travel)

Work Type

Full-time
Work from home flexibility
Occasional travel (up to 20%)

Experience Level

3 to 5 years of leadership experience within the hospitality industry

Education Level

Bachelor’s Degree preferred

Salary/Compensations

Base Salary 43,000-45,000 GBP
Lucrative incentive plan, averaging around 8,400 GBP annually
Additional individual and team bonuses

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

About the Company

FPG Customer Success Consultants are exceptional hospitality leaders who have built successful careers creating outstanding guest experiences, developing teams, and driving performance.
Join a team that's passionate about unlocking potential and elevating performance across the hospitality industry.