Who we are
Our mission is to build a global movement where people live, travel, work, and experience, while making meaningful connections. Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet's most beautiful places, to build community, to engage with locals and fellow travelers, to work and enjoy new adventures. The Selina ecosystem consists of Hospitality, Food & Beverage, Tours, Wellness, Education, Development, Real Estate, Co-Working, Art & Design, Community Impact, Education, Surf, Sales, Marketing, and Technology. With 100+ locations opening around the globe, we have multiple job opportunities at any given time.
About the Department
As responsible for the first impression of Selina, in the Global CRO our commitment is to work with passion, create fans, and connect with our Selina family, because Selina is not just a brand, but a movement, a tribe! To deliver long-term brand engagement increasing customer experience & satisfaction with specialized agents and to drive direct revenues from local and global campaigns for both inbound and outbound opportunities.
What the role is
The Transformation and Change Manager will be responsible for redefining the operating model of the global and local reservations teams to support increased customer interactions both domestically and internationally. This role will focus on operational efficiencies and key revenue driving initiatives for both rooms and non-accommodation products, while finding ways to improve the customer journey and experience - from sales to customer complaints. Furthermore, the Transformation and Change Manager will improve existing processes (outsourcing where possible), technologies, and work along key stakeholders to support digitization of customer interactions.
Transformation & Change Manager ResponsibilitiesComplete a review of the current customer journeys and supporting operating model to identify a range of improvement opportunities.Take responsibility for mapping and owning end-to-end journeys and the associated insights. Ensure all teams involved in delivering the experience understand the end-to-end journey from the perspective of the customer.Develop business cases with supporting designs for key improvements (e.g. operating model, customer journeys, and operational processes) to present to the executive team for decision making, to include ROI and delivery timescales.Automate processes and improve tech solutions where possible.Streamline the process via empowering global and local CRO leadership teams.Focus on creating and implementing change management plans that minimize employee resistance and maximize employee engagement (reduce turnover, create growth path in teams).Develop strong relationships and influence working groups, including Commercial, Operational and Digital managers, Controllers, and Heads of functions/departments to redesign key customer processes/policies and interventions at all customer touchpoints.Be responsible for testing the customer journey, gaining customer feedback as required.Set and manage KPIs across journeys to set improvement targets through the year.Own, drive and track the improvement roadmap for your journeys and track the impact of changes, once live.Analyze and summarize key performance data for management presentations.Identify CX project risks, opportunities, actions, issues, and dependencies, and escalate as appropriate.What you need for the role
- Minimum 10 years of experience in customer service and sales, ideally leading a global reservations department with an annual turnover of $100M+ USD.
- Experience in change management or restructuring service/sales organizations.
- Experience developing business cases and implementation plans with detailed cost and ROI.
- Experience in Operational/Process Excellence, process improvement, operating model design, process adherence, and continuous improvement.
- Ability to steer multiple initiatives at the same time.
- Fluency in English.
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