Head Of Sales And Customer Experience

Head Of Sales And Customer Experience

Location: Milan (Hybrid)

Type of Contract: Permanent, Full Time

Salary Range: Up To €70K Gross + Bonus

What You'll Do:

1. Own the end-to-end Sales & Customer Experience strategy for our markets, from the very first user interaction to their entire journey. Design a coherent and holistic journey across every touchpoint (calls, WhatsApp, emails), with a strong coordination with the CRM team and Consumer Tech Ops.
2. Guide the team to deliver the top notch consumer assistance quality, always delivering the WOW factor and be able to reach our high targets of sales conversion, SLAs and consumer satisfaction levels.
3. Managing, motivating and developing the Sales & Customer Operations team, now counting 15 FTEs.
4. Be able to pull team development and technology levers to perfectly balance the value of team interaction and AI/tech platform scalability and efficiency.
5. Set up continuous sales and post sales trainings to keep improving our team in supporting our WeRoaders to navigate our offering and offering the best caring initiatives in case of unmatched travel experience.
6. Coordinate with CRM team to develop retention and engagement strategies for past WeRoaders by analyzing cohorts and tailoring lifecycle communications and win-back actions.
7. Manage 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 the experience of the trip.
8. Activate high-impact acquisition levers with Marketing & Community (e.g., referral, flash promos), bringing creativity to new sales plays while keeping the experience seamless.
9. Up to date knowledge of Consumer & CRM platforms and AI agentic solutions landscape.

What We're Looking For:

• 4+ years' experience in Sales & Customer Operations with team leadership; proven record scaling processes and consistently hitting targets/SLAs.
• Strong managerial skills to motivate and boost team performance—always providing a vision and a clear strategy on the "why."
• Analytical to the core: you structure decisions on funnel metrics.
• Drive & ownership: energetic, resilient and excellence-obsessed—you persevere through adversity until the job is done impeccably.
• "Listen to listen," not to answer, empathic with both team and customers to surface unspoken needs and desires.
• Hands-on & sharp: lead by example, prioritize, close the loop, say "no" when needed;
• Fluent in Italian & English (German, French or Spanish is a plus).
• Out-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.

You Will Love Working At WeRoad If:

• You dream big, aim higher, and push yourself beyond limits you didn't think possible. Challenges excite you, and you're hungry for the next win.
• You want to be part of a young, smart, and fun team that shares your passion for travel. You thrive in a community of bold thinkers and doers who challenge and inspire each other.
• You're an entrepreneur at heart, take responsibility from day one, and move fast to make things happen.
• You prefer adventure over routine and embrace the fast-paced, ever-changing ride of a scaleup. You make decisions quickly, test, learn, and adapt—because growth comes from action.
• You believe in the power of people. Our WeRoaders and Travel Coordinators are at the core of everything we do, and you're eager to be part of something bigger.

What We Can Offer:

• Performance-based bonus – A discretionary annual variable bonus, based on performance and company results.
• Stock options
• A free WeRoad trip every year – Choose your dream destination with €1,200/year travel discount or travel even more as a Travel Coordinator.
• Unlimited holiday – You are a master of your own time.
• Opportunities to learn – We invest in your growth with training and learning opportunities.
• New parent support – €3,600/year for 3 years after birth or adoption (or prorated if your child is under 3 when you start at WeRoad).
• Extra benefits – 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.
• Fun – A vibrant co-working space, team buildings and meet-ups.
• Hybrid working – Flexible working, and we support you to work from your destination of choice up to 1 month per year.

Ready To Apply?

At 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. With multiple steps, we make sure every new joiner is not just a match, but 150% aligned with our Culture. The selection process will consist of:

• Introductory call with People
• Technical and background-based interview with Hiring Manager (Regional Manager)
• COO Step
• Bar Raiser (our Founder Paolo) and CMO

WeRoad is an equal opportunity employer: we consider for employment all applicants, regardless of their race, religion, color, ancestry, national origin, sex, sexual orientation, gender, gender identity, age, family status, political affiliation, disability, and any other legally protected characteristic. Statistically speaking, women are less likely to apply for roles where they don't fit the job description perfectly. Don't let a checklist hold you back: if you're passionate about the role we encourage you to apply with enthusiasm!