Client is a premium real estate development and management company and they require a Chief Operating Officer to run their hospitality portfolio in Nairobi. They require a versatile leader who can upscale the business from 3000 keys to 60,000 keys over the next ten years.

The role will cover all aspects through the life cycle from bringing new units into operation to ensuring customer satisfaction. An excellent package will be available for the successful candidate.

Roles & Responsibilities:
- Drive and manage net operating income and ensure high occupancy through digital marketing, lead management, marketing campaign management, driving customer referrals, contact centre operations management, tactical and strategic university alliance management.
- Adopt strategic cost management initiatives across all properties to ensure optimal levels of operational costs and seamless running of all assets.
- Improve and sustain high customer satisfaction scores across all the operating properties.
- Conceptualise, supervise, guide and closely monitor customer engagement initiatives.
- Manage the customer life cycle including debt collections, CRM self-care usage, ticket management etc.
- Adopt preventive maintenance measures, strict adherence to hygiene and security protocols for a standardised customer experience delivery
- Enhance the CRM platform and continuous improvements for building systems for scalability, along with ensuring the security of IT infrastructure.

Personal Requirements:
- Demonstrable experience in greenfield projects that require set-up knowledge is a must.
- Proven track record of depth and width in managing operations cutting across different functions/areas including IT, Customer Service and Engineering/Maintenance.
- Candidates with experience in the Telecom and Hospitality sectors desired.
- Experience in countries like India, South East Asia, and Africa will be an added advantage.
- Engineering with Management qualifications will be an added advantage.