At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!
What you will do:
To deliver significant growth, margin improvement at target destinations through expanding and building on our close working relationships with our supply partners and operational mechanism to offer better hotel products to consumers. This role is responsible for running relationships with significant partners in our portfolio, designing and delivering our destination strategies and commercial initiatives. It also needs to collaborate across Revenue Management, Legal, Finance, Product and Engineering teams and Partner Propositions.
Strategy & Planning
Conduct destination analysis and information by Market /Destination to formulate supplier strategy by destination levels.
Develop, deliver and track performance to Market/Destination strategies working with our supply partners and all relevant areas of the business
Coordinate and manage destination priorities to ensure destination strategies are road mapped to delivery across each quarter
Develop annual budgets and quarterly reforecasting working closely with the Senior management and Revenue Management team
Develop supply plans for each partner through budget process and ensure Revenue Management are consulted and aware of any significant mix changes
Deliver budgeted volume and margin plans according to the destination strategy, supply partner and customer origin
Work with Revenue Management to ensure customer origin performance is hitting the required volume and margin targets
Work with Revenue Management to define a promotional calendar that meets partner needs as well as business needs
Work alongside Revenue Management teams to drive display of our partners that achieves the overall relationship objectives as well as meeting the needs of the business
Ensure we are getting the best commercials (rates, rebates and commissions) that meet volume plans and the strategic relationship needs we have with our partners , keeping track of the rate index to ensure we are competitive
Ensure escalation and reporting of any issues that compromise our targets or partner relationships
Build and evolve outstanding supplier partnerships using communication and relationship management approaches that reflect our company values and ways of working
Managing supply partner relationships to promote innovation with the aim to improve customer experience and provide unique opportunities
Build new partnerships that support the destination strategy and manage the onboarding process with Product Operations team
Ensure that multinational relationships are managed according to size and risk and that the leads are continually informed of progress and issues
Implement and support partner business reviews using deep understanding of the market alongside analysis and insight of our mutual KPIs
Customers & Quality
Work with supply partners to drive action plans that ensure we drive NPS improvement by destination, location and supply partner level with the Product Development team.
Lead the negotiating of the product and terms and conditions at supplier level to ensure the accurate and optimum display of all information across our sales channels with each partner.
Work alongside Customer Service leads to support any escalation to supply partners where customer cases are not been handled according to SLA
Ensure we have a competitive product offerings within the market, attractive to customers from our key source markets
Ensure that all contracts are current and initiate re-negotiations in good time to ensure that we have best in class contracts through engagement with our legal teams
Track that rate queries for area are negotiated and resolved with supply partners according to the correct department processes and SLAs
Ensuring weekly audit of margin and price exceptions are managed according to compliance SLAs
Drive exceptional team performance & individual development through defining and monitoring achievement of performance objectives and development plans through regular one to ones and reviews
Ensure that team and/or departmental communications are relevant, clear and cascaded in an inclusive and engaging way
Create an engaged and fun team environment, leading by example and acting as a role model for ethics, behaviours and our company values
What you will need:
Experience in ensuring success in delivering on product portfolio and sales targets, as well as other strategic KPIs
Capacity to handle uncertainty and ambiguity, and a fast-paced work environment.
Ability to prioritize work based on strategic importance and level of impact on business.
Strong commercial sense
First class analytical, problem solving and decision making ability
Proven Relationship manager
Determination to achieve results in a high energy and environment
Globally-minded and comfortable working with people from different cultural backgrounds.
A start-up attitude – highly collaborative with an entrepreneurial, ‘roll-up-your sleeves’ attitude.
At least 5 years experience on the supply channel s in OTA, Travel Agencies or with OTA as partners
Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.
Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.
An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.
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