Customer Experience Lead – Italy

About the role

Cohabs is looking for a Customer Experience Lead to own the full member journey across its Italian portfolio. You will ensure every resident feels welcomed, supported, and at home from move‑in to move‑out while helping to grow vibrant community spaces.

Key responsibilities

• Manage the end‑to‑end member experience in Italy, from onboarding to departure.
• Serve as the primary point of contact for members, handling requests, resolving issues, and coordinating with contractors, suppliers, and internal teams.
• Conduct regular property visits to uphold quality standards and identify improvement opportunities.
• Support occupancy and sales by showcasing the Cohabs experience to prospective members.
• Organise events, local initiatives, and engagement activities to nurture thriving communities.
• Collect continuous feedback to enhance the living experience.

Required profile

• Previous experience in customer experience, hospitality, property management, real estate, community management, operations, events, sales, or a fast‑paced startup.
• Warm, empathetic, people‑oriented personality with strong organisational skills.
• Excellent communication and stakeholder‑management abilities.
• Fluent in Italian and English; French or Spanish is a strong plus.
• Comfortable working autonomously, managing multiple priorities, and being regularly present in Milan properties.

Required skills

What we offer

• Permanent contract with a competitive salary range.
• Opportunity to shape the future of community living from day one.
• Dynamic, mission‑driven environment focused on sustainable shared homes.