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Customer Experience Manager

Cohabs Services SA.

London

On-site

GBP 30,000 - 50,000

Full time

4 days ago

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Job summary

An innovative company is seeking a passionate Customer Experience Manager to redefine urban living in London. This role focuses on enhancing community experiences, driving room leasing, and ensuring smooth operations across properties. You'll be the local face of the company, connecting with members and internal teams to foster a welcoming atmosphere. The position offers the opportunity to impact the community positively, with real ownership and autonomy in a fast-paced environment. If you thrive on building relationships and creating meaningful experiences, this is the perfect opportunity for you!

Benefits

Paid-for Oyster card for work-related travel

Team-building trips

Friendly international team atmosphere

Qualifications

Strong interpersonal and communication skills to support members.
Highly organized and detail-oriented with multitasking abilities.
Experience in property or community management is a plus.

Responsibilities

Lead community experience and drive room leasing in London.
Build relationships with members and ensure a welcoming atmosphere.
Organize community events and manage feedback for improvements.

Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Problem-Solving

Data-Driven Decision Making

Education

Experience in Property Management

Experience in Community Management

Tools

CRM Systems

Join to apply for the Customer Experience Manager role at Cohabs

Cohabs is an international co-living company on a mission to shape a better tomorrow by improving the way we live today. We buy, renovate and operate sustainable, community driven shared homes across the world! Thoughtfully designed spaces where people connect, collaborate, and belong.

Founded in Brussels and now active in cities like New York, Paris, and London, we are growing fast and looking for passionate people to join us in redefining urban living.

A little about Cohabs in London

London is one of our newest and most exciting markets, redefining what shared living means in the country’s capital. Our community here is growing rapidly, and we are building beautiful homes across London with a strong focus on connection, comfort, and community. From West Hampstead and Elephant & Castle to Finsbury Park, our London members are global citizens, professionals, and creatives who call Cohabs their chosen home!

About the role

We are looking for a passionate and people oriented team member to lead community experience, drive room leasing, and ensure our properties are running smoothly in London. This role is all about being the local face of Cohabs. You will be the connector between our members, operations, and global teams, with a finger on the pulse of what makes London living great! We are looking for somebody who can -

Build strong relationships with members and act as their go-to support across all houses
Proactively solve problems and contribute to a welcoming, inclusive atmosphere
Plan, budget, and organise regular community events and initiatives
Own CSAT & NPS tracking, reporting, and strategy
Gather regular feedback and work with internal teams to improve the member experience
Represent Cohabs culture on the ground, bringing warmth, fun, and energy to every interaction
Manage a pipeline of room applications from enquiry through to lease signing
Host virtual and in-person tours with prospective members
Confidently handle calls, messages, and follow-ups with potential leads
Reach KPIs related to room leasing and occupancy
Deliver an authentic Cohabs experience from first contact to move-in
Manage our internal ticketing system (via the Cohabs CRM and app) to track and follow up on maintenance requests
Liaise with members and property specialists to resolve issues efficiently and empathetically
Conduct regular site visits to ensure property standards are met
Collaborate with development and design teams to build new homes that meet local member needs
Support the smooth onboarding of new properties into the London portfolio

As a key player in a fast growing start-up environment, you will need to be ready to dive into all departments of the organisation. From collaborating with marketing to contributing to finance, this role requires flexibility and a hands-on attitude. You will have the opportunity to truly put your stamp on Cohabs in London, driving operational improvements and shaping the future of our community. We are looking for someone who is not just reactive but proactive in proposing and implementing change that will elevate the member experience and the Cohabs brand!

What we’re looking for

Someone with strong interpersonal and communication skills - you love working with people!
Highly organised and detail oriented, with the ability to juggle tasks across community, sales, and operations
A self-starter who thrives in fast paced, ever changing environments
You are data driven and comfortable working with feedback metrics (like CSAT, NPS, etc.)
Comfortable using CRM systems or willing to learn and adapt quickly
Previous experience in property management, community management, real estate, or customer success is a big plus
Someone who genuinely believes in the power of community and wants to build something meaningful

London-based with the flexibility to visit our properties in zones 1 and 2 London regularly

Real ownership and autonomy - your ideas matter here!
The chance to work in a values-driven, mission-led company that’s all about building community
Team-building trips with the global Cohabs crew — always somewhere fun ️
Paid-for Oyster card for work-related travel across London
A friendly, international team that feels more like a group of friends than just colleagues

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

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