Customer Success Manager

About Secret Escapes 

Secret Escapes is the world’s leading members-only online travel deal company, offering inspiring travel experiences and hand-picked offers to over 75 million users worldwide across our family of brands. 

Operating in 21 countries across Europe and Asia, Secret Escapes Group continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

Founded in 2011, and following a number of acquisitions, we’ve doubled in size over the last 3 years and have a social-media following the size of a small country. We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!)

Things you’ll be working on

This is a brand new role at Secret Escapes and you can be our number one, from day one, engaging in an unique opportunity to add your personal footprint in shaping the function’s - and your very own - future and growth. 

Our partners love to work with Secret Escapes, but we’re convinced we can make how we work together more efficient, enjoyable and rewarding for our partners, via better tools and processes. You will be part of our Commercial Excellence team and collaborate closely with our contracting, operations and product teams to achieve exactly that, making working with Secret Escapes as seamless as possible for our partners using workflow improvements, automation and technology. 

We measure the success of this role in our partners’ engagement and satisfaction with Secret Escapes’ tool suite, and ultimately the quantity and quality of their supply provided to Secret Escapes (supply being i.e. room & flight allotments, services & inclusions, prices etc.)

Key Responsibilities

• Be at the forefront of shaping & implementing our customer success strategy together with our Head of Commercial Excellence and Director of Contracting
• Drive engagement, growth and retention through the promotion of supplier-facing tools, automation & workflow improvements
• Work at the cross-section of our commercial and product/tech teams to better understand our partners’ needs & wants as to further improve current and build new partner-facing tools 
• Perform market research, monitor competition & establish ‘best-in-class’ benchmarks
• Establish KPIs and tracking for partner satisfaction and relationship health
• Develop & implement initiatives that maximise volume, quality and competitiveness of supply 
• Develop & drive onboarding, trainings and the adoption of partner-facing tools
• Continuous review & improvement of supply processes for commercial & operational excellence 
• Act as central hub for our partners for inbound Q&A & continuously build and evolve a strong community on eye-level   

Requirements/Experience/skills 

• Experience in a similar role (i.e. customer success or managing a portfolio of accounts at a booking platform/OTA ) in the hotel industry
• Good general understanding of hotel distribution, connectivity and extranet systems 
• Demonstrated passion for process improvements, automation and technology 
• Strong analytical acumen 
• A customer-centric, problem-solving and solution-oriented mindset
• Proactive & autonomous self-starter with the ability and willingness to take ownership
• Excellent communication & confident presentation skills (both internal & external)
• Good empathy, i.e. actively listening and questioning, recognizing needs and adapting own communication
• Strong stakeholder management skills with ability to influence 
• Strong knowledge of Microsoft Office Suite (especially Excel & Power Point)
• Fluent in both spoken and written English. German a plus

We are an equal opportunity employer:

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.