Partner Experience Specialist

HBX Group; Cataluña; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

Una empresa innovadora en el sector de viajes busca un perfil digital fuerte para liderar la entrega de programas de incorporación y crecimiento de hoteles. El candidato ideal debe ser proactivo, organizado y tener conocimientos en la industria de viajes. Esta posición ofrece la oportunidad de trabajar en un entorno multicultural, colaborar con múltiples partes interesadas y contribuir a la estrategia digital de la empresa. Si te apasiona resolver problemas complejos y deseas formar parte de un equipo dinámico, esta es la oportunidad perfecta para ti.

Servicios

Entorno multicultural e innovador

Desarrollo de carrera local o internacional

Oportunidad de establecer relaciones comerciales duraderas

Formación

• 3+ años de experiencia en gestión del ciclo de vida con enfoque en maximización de ingresos.
• Conocimientos en plataformas de compromiso digital y herramientas de IA.

Responsabilidades

• Definir iniciativas del ciclo de vida de hoteles y colaborar con Sourcing y Operaciones.
• Contribuir a la estrategia de experiencia y automatización del hotel.

Conocimientos

Gestión del ciclo de vida

Plataformas de compromiso digital

Herramientas de IA / IA Generativa

Despliegue de chatbots

Programas de compromiso multicanal

Habilidades analíticas

Metodologías de diseño centradas en el cliente

Redacción y edición

Mentalidad de crecimiento

Habilidades de presentación y negociación

Comunicación en español e inglés

Habilidades de gestión de proyectos

Excel y PowerPoint avanzados

Ética profesional

Herramientas

Salesforce Marketing Cloud

Appcues

Landbot

Salesforce

Descripción del empleo

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION :

We are looking for a strong digital profile to ensure the delivery of Hotel Experience & Automation Onboarding, Growth and Churn programs, to drive revenue through digital+human orchestrated engagement and prioritized opportunities.

We are seeking a creative, proactive, organized and eager-to-learn person ideally with knowledge of the travel industry to be able to also play an instrumental role on the construction of the digital-first commercial and operating model for our hotel partners.

The successful candidate will have the ability and experience in working with multiple stakeholders at various levels of influence and both from Commercial and Operations backgrounds, as well as with an outstanding internal Data & Automation team. This is an exciting opportunity for someone who thrives on challenges, gets to learn on new technologies and methods to solve complex problems for the first time and can have both a detailed and 10k foot view of initiatives, programs and road map.

You will work closely with the wider Customer Experience & Automation team, collaborating with the Commercial and Operations functions, as well as liaising with Product Management teams.

The right person will be used to hitting the ground running and be well experienced in working within a constantly changing environment. Resilience, enthusiasm, positivity, and out-of-the-box thinking are also key characteristics that we are looking for.

RESPONSIBILITIES

• Assist in defining the existing hotels life cycle initiatives excluding acquisition (onboarding, growth, service and churn prevention initiatives) together with Sourcing and Operations, using the tactics and channels with a fundamental usage of automation to respond to each specific needs and to reach established business targets and objectives.
• Contribute towards the overall hotel experience and automation strategy.
• Be accountable for the execution of some of the global service, adoption, growth and churn prevention programs and activities, working together with the wider Supplier Experience Design & Optimization. Collaborating and ensuring delivery that fulfills the Digital Strategy, the department KPIs and to overall company 4 Years plan focusing on continuously improvement and innovation.
• Reporting, monitor and optimization activities to ensure on-time delivery, cost-efficiency, highest quality standards and the highest ROI.
• Capture Hotel (Customer / User), Sourcing and Operations feedback to find opportunities to automate and digitalize manual business processes related to increase overall hotel experience their efficiency and effectiveness.
• Collaborate with peer areas of Digital Acquisition & Automation and Client Experience Design & Optimization to share best practices and create synergies.
• Align objectives, technology & processes to develop the solutions to support the Onboarding, Adoption, Service, Growth & Recovery Programs Strategy.
• Co-design with Sourcing area the Digital-first CX model and growth and retention automated programs to achieve business goals.

MAIN SKILLS

• At least 3 years’ experience in a life cycle role, with responsibilities either on revenue maximization and churn reduction or cost per room night reduction.
• Proficient in digital engagement platforms (ideally Sales Force Marketing Cloud, Appcues, Landbot and Salesforce)
• Previous experience with AI / Generative AI tools and prompting knowledge will be advantageous
• Chatbots deployment experience is a plus
• Experience in multichannel engagement programs (including e-mail, social media, in app, webinars, chatbot, whatsapp, etc.)
• Strong analytical skills and experience in conversion rate optimization tactics and tools
• Knowledgeable of customer-centric design methodologies, Agile, Safe and Lean
• Writing and copy-editing experience with ability to work collaboratively with an in-house content team
• Growth hacking approach and mindset, with adaptability and flexibility to think beyond and come up with out of the box feasible solutions
• Excellent presentation and negotiation skills with audiences of varied level of seniority
• Strong communicator with great verbal and written skills both in Spanish and English
• High level of understanding of the B2B business environment with a genuine interest and experience in the hotel and accommodation / travel industry
• Exceptional attention to detail, project management skills, program management and strategy definition
• Strong computer and organizational skills, including advanced Excel and PowerPoint skills
• Highly professional work ethic and outcome / delivery oriented, able to coordinate resource, time and stakeholders to deliver high-value results.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work :

• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.