About the Opportunity
You’ll bring an entrepreneurial mindset with strong project management and analytical acumen along with a high level of operational savvy. In addition, the capability to establish and develop meaningful relationships with both internal and external stakeholders to drive distribution and operations will be a key to the success of the role. Driven personality, strong leadership, disciplined work habits, and attention to details will be the key to success in this role.
The job of the Optimisation Team Leader is to work on optimizing current processes, and procedures to ensure smooth team operations and effective collaboration, as well as guiding, mentoring and providing support to team members. You’ll partner across fields (Support, Procurement, Connectivity, and others) to co-create simple, intuitive, useful, and cohesive product experiences and narratives that are context-aware, human, and enticing. You’ll define content for end-to-end customer service journeys and different audiences, ensuring that users get the right product and product information at the right time. You’ll solve for the presentation of product content in the experience, as well as the structure that delivers that product content. You’ll work at the intersection of the user, data, technology, and support, placing a deep focus on user insight to help you keenly understand user experience problems and opportunities. That understanding will enable you to craft compelling solutions that are intuitive, thoughtful, simple, and coherent.
Reporting to the Global Distribution Leader, you would assist in the creation and implementation of a strategic vision for global distribution. You would also be responsible for the continuous optimisation, scaling and managing of our global distribution infrastructures and processes whilst maintaining or increasing satisfaction among those affected. You will be responsible for business monitoring, product and marketing optimisation, testing efforts, and identifying and driving revenue growth. You need to be intellectually curious, independent, highly analytical, passionate about improving customer experience, and find problem solving exhilarating.
This is a parental leave cover position until October 2022. The role can be based in Brisbane or Sydney.
Responsibilities
Processes and Ideas
Provide explanations and build detailed action plans include coordinated issue resolution across internal teams, behavioural modification, and/or technical instruction/training, depending on the scenario
Implement proactive issue solutions for partners, in coordination with Support, Accounts, Connectivity, and Product teams
Collect and analyse feedback from partners regarding product improvements and processes to drive partner efficiencies and increased revenues
Supervise and provide data on performance improvement across multiple checkpoints, as well as partner happiness
Keep a pulse on new product and service launches, as well as industry solutions, which help increase partner performance
Challenge current way of working, identify process inefficiencies and focus on continuous improvement, notably through automation
Provide efficient tools to support key business processes where needed
Analyse data, benchmark best practices and solutions, provide competitive and technological watch to identify key areas of improvement
Work closely with teams to collect needs and constraints
Understand, challenge and address identified needs: sit with business teams, analyse root causes and identify optimisations, design new processes and roll-out plans
Solve problems and escalate to business leaders when needed
Know how to identify user needs and find the right content to meet those needs
Use logic, data, research, and compassion for your user to inform your choices and can back up your recommendations with solid reasoning
Craft cohesive content and distribution strategies
Assess competitor content and user experiences for content coverage, quality, gaps, and emerging industry and content trends
Identify content needs and gaps across multiple stages of the user journey, and create content to address those gaps
Lean on industry standards and trusted methodologies but still experiment.
Leverage established design patterns and best practices, while pushing new standards when necessary
Collaboration
Always maintaining a high level of internal and external communication
Share and seek out trends and best practices in product distribution and travel
Coordinate with local and central leadership on planning and objectives
Work with procurement team to provide integration review to ensure a strong start for new partners
Build partner functionality expertise and serve as subject matter expert in project plans to support connectivity, product and partnership teams
Facilitate coordination with various stakeholders
Support and Lead streams with analysis, meeting/workshops preparation and information
Provide internal teams with optimal onboarding and support, to maximise operational efficiency
Drive change management initiatives to ensure new processes/tools/ best practices adoption and increase communication and knowledge sharing
Represent the voice of the customer regarding distribution
Work reciprocally with fellow content specialists and marketers, as well as IT, Systems, product managers, and many others to conceptualize content-focused experiences and bring our product to life
Challenge business owners to think differently about how they digest and use information to make informed decisions
Leadership
Define the personnel and technical needs of the team
Ensure personal and technical development of each team member
Organize the incorporation, training and work on the personal development of each team member
Take general responsibility for the results and performance of the team.
Consult and mentor your team members while providing them with meaningful feedback
Be our “go to” person for our stakeholders, managing and aligning expectations with the team workload and resources
Lead a team of specialists across the globe, working with global partners in delivering distribution solutions
Suggest and implement new processes, tools and procedures for a better functioning of the team
Lead a team of a blend of storytellers, UX writers, content designers, and superusers
Facilitate planning, retrospectives, and other meetings vital to keep the team in sync
Develop a disciplined approach to improving team velocity and efficiency
You will identify the metrics that matter and use them to drive team progress.
Build your expertise of business knowledge. You will actively look for revenue opportunities and build business cases for our business teams to act on
Keep up to date on developments in the industry to help drive innovation
Content and Distribution
Ensure that property information and images are up-to-date in order to maintain accuracy of information available to prospective guests and bookers
Conduct rate and content audits on contracted product in terms of search criteria, rate sources, rate descriptions and images; monitor and report on rate communicate any discrepancies to the respective team or leader
Ensure that property information and images are up-to-date on in order to maintain accuracy of information available to prospective travellers
Consolidate monthly production in order to identify top opportunities
Assist and execute Campaigns to meet targets and drive revenue
Have an eye for details and know the difference between good and bad content
Assess competitor content and user experiences for content coverage, quality, gaps, and emerging industry and content trends
Identify content needs and gaps across multiple stages of the user journey, and create content to address those gaps
Lean on industry standards and trusted methodologies but still experiment
You’ll optimize distribution channels to increase engagement and conversion
Leverage established design patterns and best practices, while pushing new standards when necessary
Qualifications
Will need to have knowledge of the hotel and tourism industry
Understand technical issues, as you will be working closely with the product and technical teams
Must be creative, innovative, and strive for results
Be ambitious and able to multitask
Proven track record in project delivery
Are flexible
Understands the role content plays in design
You have the ability to inspire, lead, organize and develop people
You have people management skills (delegating, workload management, task division etc.)
You are a team player who can find common language with all of your team members
You are curious to learn how things work and what you can do to improve them
You know that being supportive is a mindset, so it’s in your true nature to be supportive to clients and colleagues alike
Experience working with cross-functional teams, including, but not limited to Product, Development, Product Marketing, Accounts, Connectivity, or Sales teams
History of meeting and exceeding KPIs, reporting on performance metrics, and adjusting performance to improve results
Ability to be the bridge between technical and non technical teams
Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
Problem solver, process oriented, ability to foster team spirit and performance
Ability to communicate value proposition to potential partners
Adaptable to new technologies, quick learner
Team leader and team player
Professional “get it done” attitude and work ethic
Energetic and driven personality
Adapts well to and is energized by change
Ability to work effectively in a complex, diverse and often challenging global environment, adapting well to change whilst maintaining focus on key business goals
Ability to work independently as well as within a team
Confident to present to large audiences including senior leadership and business contacts
Ability to produce and analyse reports using Business Intelligence data tools such as Power BI, etc
Skills
Project management skills, including the ability to manage details through to completion and ensure project deadlines are met
Excellent organization and time management
Excellent problem solving skills
Strong numerical and analytical skills
Strong interpersonal skills (externally and internally)
Excellent knowledge of Microsoft Office esp. Excel (creating filters, formula’s, pivot tables, vlook ups, charts, graphs etc)
Candidates must have that curious streak – want to investigate that data point, find that insight, understand how that works and find the route cause behind abnormal patterns in our data
Strong attention to detail, excellent organisation skills, and ability to prioritise multiple projects/workstreams
Deep understanding of how the technical back-end and front-end fit together across channels
Proficiency with Excel, Salesforce.com, issue-tracking software (JIRA, Confluence, etc.), Splunk, and XML
Benefits
Flexible, fun and inclusive work environment
Travel discounts, in-house financial and health services, access to internal 24/7 gym
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Proud Corporate Social Responsibility platform
