Director of Customer Relations

Company Description IHSP – Iberian Hospitality Solutions is a Lisbon-based hospitality and asset management company focused on delivering consistent returns for investors and partners. With over a decade of experience, the team has managed more than 30 hotels and resorts, including high-profile openings and repositionings across diverse hospitality and leisure markets. IHSP currently invests in hotels in leading Iberian leisure destinations, transforming them into reference assets through core plus and value-add strategies. As a multi-brand operator, IHSP tailors strategies to the specific conditions of each asset while maintaining strong alignment with investor objectives. The company’s mission is to unlock the full potential of hospitality investments through deep market insight, operational excellence, and a clear focus on value creation.
Role Description The Director of Customer Relations is a full-time remote role responsible for leading customer relationship strategy across IHSP’s hotel portfolio. This role oversees the design and execution of customer experience initiatives, ensuring high levels of satisfaction and loyalty among guests and partners. Day-to-day tasks include setting customer service standards, analyzing feedback and performance metrics, and collaborating with hotel management teams to improve processes and touchpoints. The Director will develop and maintain key accounts, support sales and retention efforts, and coordinate communication across internal and external stakeholders. The role also involves mentoring customer-facing teams, implementing best practices, and aligning customer relations activities with IHSP’s brand, operational goals, and investor expectations.
Qualifications
Strong customer-focused skill set, including Customer Satisfaction, Customer Service, and Customer Experience capabilities.
Proven experience in Account Management and relationship building with partners, clients, and key stakeholders.
Demonstrated Sales skills, including upselling, cross-selling, and supporting revenue growth through customer engagement.
Background in hospitality, travel, or related service industries, preferably with multi-property or international portfolios.
Leadership experience managing customer-facing teams, with the ability to coach, motivate, and develop talent.
Excellent communication, negotiation, and conflict-resolution skills, with fluency in English; additional Iberian languages (Portuguese, Spanish) are an advantage.
Strong analytical skills, including familiarity with customer feedback tools, CRM platforms, and performance reporting.
Bachelor’s degree in Business, Hospitality Management, or a related field, or equivalent professional experience.
Ability to work effectively in a remote environment, manage multiple priorities, and collaborate across time zones.

Work arrangement
Yes