Head of Sales and Customer Experience

ph3Overview /h3pbHead of Sales and Customer Experience /b role at bWeRoad /b /ppbABOUT WEROAD: CONNECTING PEOPLE, CULTURES, AND STORIES /b /ppFounded in 2017, WeRoad is a fast-growing startup that is disrupting the travel industry in Italy, Spain, UK, Germany, France and Switzerland. With 200 team members and 3K Travel Coordinators, we’re a community of travelers who turn every trip into a life-changing experience. We connect like-minded millennials and send them on adventures to 300+ destinations worldwide. We’re on a mission to design and deliver experiences worth living and sharing, through rewriting the rules of the travel industry. Sounds exciting? Before you apply, please read throughour Cultural Manifesto /ph3About the role /h3pbJOB TITLE: /b Head of Sales and Customer Experiencebr/bLOCATION: /b Milan (Hybrid)br/bTYPE OF CONTRACT: /b Permanent, Full Timebr/bSALARY RANGE: /b up to €70K gross + bonus /ph3What you’ll do /h3ulliOwn the end-to-end Sales Customer Experience strategy for our markets, from the very first user interaction to their entire journey. Design a bcoherent and holistic journey across every touchpoint /b (calls, WhatsApp, emails), with a bstrong coordination with the CRM team and Consumer Tech Ops /b /liliGuide the team to deliver top-notch consumer assistance quality, always delivering the bWOW factor /b and be able to reach high targets of sales conversion, SLAs and consumer satisfaction levels. /liliManage, motivate and develop the Sales Customer Operations team, currently counting 15 FTEs. /liliPull team development and technology levers to balance the value of team interaction and AI/tech platform scalability and efficiency. /liliSet up continuous bsales and post-sales trainings /b to keep improving our team in supporting WeRoaders and offering the best caring initiatives in case of unmatched travel experience. /liliCoordinate with CRM team to develop retention and engagement strategies for past WeRoaders by analyzing cohorts and tailoring lifecycle communications and win-back actions. /liliManage tour offering from a sales customer experience lens: oversee attributes and status, coordinate new allocation requests and drive actions that maximize sales, fill rate and trip experience. /liliActivate high-impact acquisition levers with Marketing Community (e.g., referral, flash promos), bringing creativity to new sales plays while keeping the experience seamless. /liliMaintain up-to-date knowledge of bConsumer CRM platforms and AI agentic solutions landscape /b. /li /ulh3What we’re looking for /h3ulli4+ years’ experience in Sales Customer Operations with team leadership; proven record scaling processes and consistently hitting targets/SLAs. /liliStrong managerial skills to motivate and boost team performance—balways providing a vision and a clear strategy on the “why.” /b /liliAnalytical to the core: you structure decisions on funnel metrics. /lilibDrive ownership: energetic /b, resilient and excellence-obsessed—you persevere through adversity until the job is done impeccably. /lili“Listen to listen,” not to answer, empathetic with both team and customers to surface unspoken needs and desires. /lilibHands-on sharp /b: lead by example, prioritize, close the loop, say “no” when needed; /liliFluent in Italian English (German, French or Spanish is a plus). /liliOut-of-the-box thinker with pragmatic speed: challenge “we’ve always done it this way,” learn fast, and find a way to make it happen. /li /ulh3What we can offer /h3ullibPerformance-based bonus /b – A discretionary annual variable bonus, based on performance and company results. /lilibStock options /b /lilibA free WeRoad trip every year /b – Choose your dream destination with €1,200/year travel discount or travel even more as a Travel Coordinator. /lilibUnlimited holiday /b – You are a master of your own time. /lilibOpportunities to learn /b – We invest in your growth with training and learning opportunities. /lilibNew parent support /b – €3,600/year for 3 years after birth or adoption (or prorated if your child is under 3 when you start at WeRoad). /lilibExtra benefits /b – Meal vouchers (€8/day – when applicable), a €1,000 bonus for your wedding or civil union, and a one-off bonus when you hit 5 years with us. /lilibFun /b – A vibrant co-working space, team buildings and meet-ups. /lilibHybrid working /b – Flexible working, and we support you to work from your destination of choice up to 1 month per year. /li /ulh3Ready to apply? /h3pAt WeRoad, cultural fit matters as much as skills. We assess both the what—what someone brings—and the how—how they work and live our values. The selection process will consist of: /pulliIntroductory call with People /liliTechnical and background-based interview with Hiring Manager (Regional Manager) /liliCOO Step /liliBar Raiser (our Founder Paolo) and CMO /li /ulpWeRoad is an equal opportunity employer: we consider for employment all applicants, regardless of race, religion, color, ancestry, national origin, sex, sexual orientation, gender, gender identity, age, family status, political affiliation, disability, or any other legally protected characteristic. Don’t let a checklist hold you back: if you’re passionate about the role we encourage you to apply with enthusiasm! /ppbEEO Statement /b WeRoad is an equal opportunity employer and values diversity in its workforce. /p /p #J-18808-Ljbffr