Associate Account Manager

3 weeks ago

Sydney, Australia Expedia Group Full time

Associate Account Manager - Partner Success, Vacation Rental

We are a leader in the holiday rental industry with more than two million places to stay in 190 countries.  Expedia Group consumer brands, including Stayz in Australia and Bookabach in New Zealand, make it easy to find and book the perfect beach house, cottage, or apartment for any getaway. 

Our mission is to make every holiday rental in the world available to every traveler through our online marketplace and we're committed to helping families and friends find the perfect holiday rental to create unforgettable travel memories together. 

Do you have a 'client first' mindset with a focus on driving value and enhancing their experience? Are you self-motivated to learn new skills and knowledge? If you've answered yes then our Partner Success team have an opportunity for you as an Associate Account Manager, responsible for managing a portfolio of high value Property Owners across Australia and New Zealand. 


What You'll Do
An Associate Account Manager for Property Owners is key to building and maintaining strong and high-performing relationships with our Holiday Rental owners/partners. The primary responsibility is to ensure that our owner inventory is competitive, attractive, and relevant for Expedia Group’s fast-growing global traveler base, and you will work hand-in-hand with Holiday Rental Owners to improve performance by coaching and influencing partners to take actions to improve booking conversions. 

Responsibilities:

  • With a "traveler centric" mindset you will drive value for partners and improve their experience. In doing this you will propose enhancements based on partners’ unique situations and structuring solutions that add partner value and enthusiastically create "win-win" situations by suggesting our products, features, services or solutions. Fundamentally, you'll be a relationship manager who establishes and maintains positive, and trusting relationships with partners 

  • Establish performance goals with partners, developing action plans and securing commitment for adoption/usage 

  • Optimize content, rate and availability to maximize booking conversion 

  • Develop and sustain strong customer relationships by providing relevant data insight and direction 

  • Secure additional inventory over high demand and compression periods to satisfy traveler demand 

  • Educate partners on the self-service features available on our platform

  • Keep abreast of key demand/supply indicators, economic data, trends and competitive information within the designated strategic market  

  • Promote relevant products to existing customers


Who You Are

  • 2+ years account management, customer experience or relationship management experience 

  • Experience within the travel industry is preferential. 

  • Demonstrated experience using data driven business acumen to optimise your portfolio of key accounts. This will include customising recommendations to partners and making reasonable business decisions based on insights from data. 

  • Tailors and conveys information effectively and appropriately based on the audience; receives and interprets information with patience and empathy; influences partners through appropriate persuasion and techniques. 

  • A passion for learning and sharing your knowledge with the wider team demonstrating experience in sharing best practice and deep expertise in business knowledge acting as a trusted adviser. 

  • One Team: Aligns key stakeholders and gains commitment from cross-functional and cross-regional partners towards a shared goal collaborating to drive overall success. 

  • Openness: Acts with humility and an openness to feedback with the intent of continuously striving for better. 

  • Participation: Finds ways to positively contribute to collaboration; completes tasks as assigned. 

  • Intermediate Microsoft Office skills (Excel, PowerPoint, Word) 

Competencies:

  • Communication: Communicates clearly and with confidence; Listens carefully, asks open-ended questions, and reacts thoughtfully; Maintains call control; Understands the importance of confidentiality.

  • Relationship Management: Builds rapport and develops healthy relationships with partners; Maintains regular touchpoints to keep partners informed and engaged; Understands partners and customizes engagement approaches 

  • Partner & Traveler Advocacy: Demonstrates a holistic marketplace mindset and structures value-add solutions for partners; Proactively creates “win-win” situations that drive value for partners and travelers.

  • Planning and Quality Delivery: Demonstrates ability to plan and maximizes productivity; Delivers high-quality work; Understands KPIs and the factors that impact KPIs 

  • Data Driven Business Acumen: Proficient at using basic software and tools to derive insights; Uses data appropriately in communications; Understands performance metrics and KPIs 

  • Continuous Improvement and Agility: Self-motivated to learn and adapt; Learns from failures and looks for improvement; Embraces changes and adjusts approaches accordingly; Is willing to learn and adopt agile principles  

  • Internal Collaboration: Works well with cross-functional teams 

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