Manager - Key Accounts
Location: Mumbai
About Us
StayVista is India’s largest villa hospitality brand and has redefined group getaways. Our handpicked luxury villas are present in every famous holiday destination across the country. We curate unique experiences paired with top-notch hospitality, creating unforgettable stays. Here, you will be a part of our passionate team, dedicated to crafting exceptional getaways and curating one-of-a-kind homes. We are a close-knit tribe, united by a shared love for travel and on a mission to become the most loved hospitality brand in India.
Why Work With Us?
At StayVista, you're part of a community where your ideas and growth matter. We’re a fast-growing team that values continuous improvement. With our skill upgrade programs, you’ll keep learning and evolving, just like we do. And hey, when you’re ready for a break, our villa discounts make it easy to enjoy the luxury you help create.
Your Role
As an Manager at StayVista, you will be responsible for driving owner experience, engagement, and process excellence across StayVista. You will work closely with KAMs, Revenue, Operations, and Product teams to ensure smooth execution of owner-related processes, timely resolution of issues, and continuous improvement in overall owner experience.
About You
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Drive Owner NPS, engagement, and overall owner experience by managing feedback, escalations, and timely resolutions.
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Collaborate with KAMs, Product, Revenue, and Operations to ensure smooth execution of owner-related initiatives.
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Monitor TATs, SLAs, escalations, and key metrics through dashboards and reports.
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Drive Owner App adoption, engagement, recognition, and loyalty initiatives.
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Improve SOPs, processes, trackers, and workflows to enhance efficiency and consistency.
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Identify process gaps and drive continuous improvement and timely closure
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4+ years of experience in Key Accounts, Account Management, Operations, or similar roles.
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Strong analytical, communication, stakeholder management, and process management skills.
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Proficiency in Excel/Google Sheets and experience handling HNI/premium clients.
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Strong ownership, attention to detail, and ability to manage multiple priorities.
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This position includes tasks supporting Owner and Guest Management, as determined by organizational needs
Bonus Points - These are non-essential, but a bonus if you have them!
Experience in hospitality, luxury travel, or premium property management will be an added advantage.
Key Metrics: What you will drive and achieve
- Owner NPS
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Owner App Adoption & Engagement
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Ticket Closure TAT & SLA Adherence
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Process & SOP Adherence
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Owner Engagement & Initiative Performance
Our Core Values: Are you a CURATER?
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Curious: Here, your curiosity fuels innovation.
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User-Centric: You’ll anticipate the needs of all our stakeholders and exceed expectations.
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Resourceful: You’ll creatively optimise our resources with solutions that elevate experiences in unexpected ways.
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Aspire: Keep learning, keep growing—because we’re all about continuous improvement.
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Trust: Trust is our foundation. You’ll work in a transparent, reliable, and fair environment.
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Enjoy: We believe in having fun while building something extraordinary.
StayVista Spirit: Our Behavioral Competencies – How We Work Together
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Business Acumen: You grasp the basics of our company, customers, and services, always thinking ahead in your work. You’re mindful of costs and benefits, making smart decisions while learning from risks and mistakes.
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Change Management: You’re open to change, adjusting quickly to new information or challenges. Always eager to learn, you find creative ways to improve your work and seek feedback for growth.
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Leadership: You set clear goals, guide your team with energy, and take full responsibility for the work, ensuring others respect your leadership through action.
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Customer Centricity: You understand both internal and external customer needs and take ownership in addressing any service issues. You maintain clear communication and handle customer interactions with patience and respect.
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Teamwork: You collaborate well with others, respecting diverse opinions and always contributing positively to the team. You keep lines of communication open and share your thoughts without judgment.
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Result Orientation: You take responsibility for completing tasks and proactively tackle challenges to exceed expectations. You’re quick to spot issues and address them efficiently, making decisive decisions with resourcefulness.
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Planning and Organizing: You handle multiple priorities well, staying organized and focused. You ensure your work is thorough, accurate, and aligned with set processes to meet goals effectively.
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Communication: You communicate your ideas clearly, encourage dialogue, and ensure timely responses to your team, clients, and manager. You assert your views confidently and use multiple channels to share information effectively.
StayVista is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decisions based on race, colour, religion, caste, creed, nationality, age, sex, including pregnancy, childbirth, or related medical conditions, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected under applicable laws.
