Territory Manager, London

Pass the Keys is the UK’s leading full-service short-let and holiday-let management company, simplifying property hosting for homeowners since 2015. Founded by Alexander Lyakhotskiy to address the challenges of short-let management, we’ve grown into a network of 70+ franchise partners across the UK, Spain, and Northern Ireland. Our mission is to empower homeowners by delivering a hassle-free hosting experience while ensuring an exceptional guest stay.

As Territory Manager, you will take ownership of the financial and commercial performance of our London territory, driving operational excellence and business growth. You will be responsible for overseeing day-to-day operations, developing strategic sales and marketing initiatives, and leading a high-performing team to ensure outstanding service for our hosts and guests. This is a results-driven role where you will achieve ambitious Key Performance Indicators (KPIs) through a combination of great people management, operational rigour, and an analytical approach. Your performance will be measured by the successful growth of your portfolio. 

Key Responsibilities

Market Leadership & Strategic Growth

• Develop and execute a comprehensive growth plan to establish and expand our market presence.
• Own the territory's P&L, with accountability for driving revenue growth and ensuring profitability.
• Lead monthly and quarterly business reviews, reporting on performance and strategic initiatives.
• Recruit, train, and develop a high-performing local team as the market scales.
• Conduct continuous market research and competitor analysis to identify opportunities and inform strategy.

Sales & Business Development

• Drive the end-to-end sales process to build a robust pipeline and sign new Hosts.
• Attend property viewings, prepare compelling quotes, and meticulously manage all sales activities within our CRM (HubSpot).
• Forge and nurture strategic local partnerships to generate new business and enhance our brand reputation.
• Approve new property listings, ensuring they meet our quality standards and brand guidelines.

Operations & Host Management

• Deliver an exceptional host and guest experience to maintain high standards of service and satisfaction.
• Implement strategies to foster host loyalty and build strong, lasting relationships.
• Oversee all day-to-day operations, ensuring the seamless functioning of on-the-ground teams and local suppliers.
• Proactively manage host accounts, including resolving failed or missed payments and other financial queries.

Key Performance Indicators (KPIs)

Success in the City Manager role is defined by achieving targets across the following key metrics:

• Financial Performance
• NBV vs Previous Year: Year-over-year growth in Net Booking Value.
• Gross Profit NBV %: The gross profit margin achieved on Net Booking Value.
• Growth & Sales
• Net Growth: The net increase in managed properties within the territory.
• Sales Conversion: The percentage of leads successfully converted into new hosts.
• Operational Excellence
• YOY Host Retention: The annual rate at which existing hosts are retained.
• Airbnb Rating & Booking.com Rating: Average guest review scores on major booking platforms.
• Leadership & Performance
• A Player Team: The successful recruitment, development, and retention of a high-performing local team.
• KPI Ranking: The territory's performance ranking against other markets within the company.

Requirements

• Proven experience in a management role with P&L responsibility, such as a General Manager, Operations Manager, or Business Development Manager.

• Strong background in sales, with a demonstrable track record of meeting and exceeding targets.
• Experience in property management, hospitality, short-term rental, or the real estate industry.
• Exceptional leadership, communication, and negotiation skills, with experience in building and managing teams.
• Proficiency with CRM software (HubSpot preferred) and the Google Workspace suite.
• Highly analytical and data-driven, with the ability to solve complex problems effectively.
• A self-starting, entrepreneurial mindset with the ability to work autonomously in a fast-paced environment.

The role is London-based and will require the successful candidate to work from our Farringdon office 3 days per week. 

Benefits

At Pass the Keys, we are committed to fostering an environment where success is both achievable and sustainable. We believe in empowering our teams with the tools, support, and knowledge they need to thrive. As part of our team, you will benefit from:

• A Global Vision: Join an ambitious company aspiring to be the global leader in short-let and holiday-let property management.
• A Strong Company Culture: Our four core values—Drive, Evolve, Take Pride, and Together—guide everything we do.
• Autonomy & Independence: We manage by results, not input. No micromanagement—just accountability and impact.
• Professional Growth Opportunities: We encourage responsibility and development, allowing you to expand your skills as much as you can handle.
• Flexible Work Arrangements: We understand the importance of work-life balance and support flexible scheduling where possible.
• Competitive Salary: While there may be places that pay more, we offer competitive wages with strong career progression opportunities.
• Performance-Based Company Bonus: Rewarding outstanding contributions and exceptional business results.
• A Great Team: Work alongside inspiring colleagues in a supportive and collaborative environment.
• Hybrid Work Model: For London-based employees, we require a minimum of three days in the office—currently Monday, Tuesday, and Thursday. Please note, occasional weekend work may be required to meet operational demand. 

UK-Specific Benefits:

• 22 days of holiday plus an extra day off for your birthday.
• Pension scheme with salary sacrifice, matching contributions up to 7%.
• Enhanced maternity pay—up to 90% of salary for six months.

At Pass the Keys, we offer a dynamic and entrepreneurial environment where you can take full ownership of your region and make a significant impact. You will be part of an innovative and fast-growing company that values leadership, collaboration, and performance. If you’re an ambitious professional with a passion for hospitality, operations, and business growth, we’d love to hear from you!

Salary: £50,000 guaranteed basic salary, plus uncapped profit share potential. In the past, this role earned up to £90k. We hope a good candidate would drive the territory performance to earn £100k plus a year.