Market Coordinator

Overview

Overview

The Market Coordinator plays a key role in supporting the Field Team by managing high-value, host-related escalations across the UK, Nordics and Middle East & Africa region. Acting as a vital link between Hosts and internal stakeholders, the Market Coordinator ensures issues are resolved promptly while delivering an exceptional standard of service.

You will work closely with the Market Management Field Teams to diagnose and resolve urgent matters, develop recommendations to improve overall processes, and build strong working relationships both within your team and across the wider organisation.

Key Responsibilities

• Act as an additional Host-facing partner for the Market Management Team.
• Develop and maintain expert knowledge of company policies and procedures, particularly in relation to case resolution and brand risk matters.
• Provide end-to-end case management, ensuring clear, professional and timely communication with Hosts throughout.
• Conduct detailed research and investigation to resolve complex Host issues.
• Triage and assign escalation tickets, offering recommendations to support efficient and effective resolution.
• Proactively support improvements in listing quality across your region, contributing to increased five-star booking performance within your markets.
• Support in-market events within your territory, where required.
• Communicate effectively with a range of internal and external stakeholders.
• Consistently meet or exceed agreed SLA response times.

Required Skills and Experience

• Minimum of five years’ experience in Account Management, Operations or Customer Success.
• Demonstrated expertise in managing high-value and time-sensitive customer enquiries, with strong active listening and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and deliver results in a fast-paced environment.
• Proven ability to analyse complex challenges and implement effective solutions.
• Skilled in de-escalating sensitive situations and achieving positive outcomes, even where final resolutions may not fully meet Host expectations.
• Strong analytical capability to support peers, Team Leads and Market Managers.
• Proficiency in tools such as Salesforce, Google Workspace and Jira (preferred).

This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response, please assume that you have not been selected for progression to the next stage of the hiring process.