Outbound Customer Success, Booking.com
Leading travel accommodation and experiences marketplace
Job no longer available
Leading travel accommodation and experiences marketplace
1001+ employees
Job no longer available
1001+ employees
Company mission
Booking.com's mission is to make it easier for everyone to experience the world. They do so by offering a platform that connects every part of a trip – from a great place to stay to getting there, getting around, seeing the sights and sampling local life.
Role
Who you are
- At least 4+ years of experience in B2B Customer Success and Customer Relationship Management with excellent communication skills and customer representation
- Very strong customer relationship management skills and result driven mindset with a customer centric attitude (identified customer needs)
- Cross country / global experience (working with target audiences in different languages and countries)
- Experience with CRM systems like Hubspot, Zendesk or other ticket system providers
- Analytical skills, result driven and very strong in problem solving strategy thinking
- Excellent in English
What the job involves
- As Outbound Customer Success Manager you are “the representative” of Booking.com for Business for our corporate customers around the globe
- On Travel events and fairs as well as via the phone, you will contact, attract, connect and inform corporate customers of our product and services
- You will share your knowledge, your passion with our customers and teams and convince them that Booking.com for Business is the best fit for them in the corporate travel industry
- Your goal is to build up a long term relationship full of trust and loyalty towards Booking.com for Business
- You will become an expert in the Business Travel industry and continuously enrich your knowledge in this area for and with all stakeholders involved
- With excellent communication skills and strong service minded attitude you are the spin in the web, the ideal connector to bring people together experiencing the world through Booking.com for Business
- Your key objective will be owning the customer lifecycle by activating and converting high value (potential) customers into loyal ambassadors
- You will coach, educate and advise them through trainings, webinars, calls and interactive support materials giving them the confidence to be an expert in using our product themselves and spread the word
- Initiate, scope and execute customer success strategies and deliverables that contribute to customer activation and conversion targets
- Manage and own a portfolio of new high value customers to drive adoption and convert new customers into long term relationships
- Manage, scale and optimize customer channels, ongoing collaborating closely with internal teams like marketing and product, external agencies , providers and partners
- Conduct/ utilize research and data analysis to measure effectiveness, identify trends and use insights to drive continuous optimizations when it comes to the customer life cycle and customer success strategies
- Build and support implementation of foundations, such as automations and frameworks, to drive scale and impact customer booking behavior
- Visiting fairs and events to represent B4B values and services hunting new potential high value customers and broaden the network of B4B customer base
- This role does not come with relocation assistance
Application process
- The interview process contains a role play session in person to demonstrate customer success and communication skills needed for the corporate travel industry
Our take
Booking.com has established itself as a leading digital travel company. The company reaps the benefits of its status in the market and is currently in a stronger position than its up-and-coming competitors such as Expedia, Trivago and Trip.com. Airbnb represents the sharing economy and acts as a disruptive force in this market but still has ways to go to compete with Booking.com.
In recent years, there has been considerable growth in the number of travellers wishing to travel more sustainably. Booking.com is well positioned to attract these consumers, having introduced a Travel Sustainable badge on their platform which over 100,000 properties have achieved for their sustainability efforts.
The company was originally founded with a core focus on hotels, and the platform now offers more than 28 million accommodation listings. It has also expanded into different services, including flights, car rentals, and attractions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
52% female employees
9% employee growth in 12 months
Company
Company benefits
- Headspace Subscription
- Anniversary Leave
- Travel Credit
- Unlimited e-learning
- Booking Cares Volunteer Days
- Local Benefits: vary by country, but often include flex time, vacation days, health insurance, retirement savings, and much much more!
Company values
- Succeed Together - We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others
- Own It - We obsess about adding value for our customer – guests, partners, colleagues – to make it easier for everyone to experience the world
- Learn Forever - We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures
- Think Customer First - We obsess about adding value for our customer – guests, partners, colleagues – to make it easier for everyone to experience the world
- Do The Right Thing - We get the right results the right way. For each other, our communities and the world around us
Company HQ
Grachtengordel-Zuid, Amsterdam, Netherlands
Articles
Leadership
Glenn Fogel
(CEO)Previously Vice President at Morgan Stanley. They joined Booking Holdings in 2000 and have held several high profile and executive positions since. They are currently the President and CEO
People progressing
Responsible for all aspects of our Accommodations business unit, including Product and Tech, as well as leading Customer Service, Partner Services (commercial), Customer Insights and Product UX
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Booking.com
- We’re committed to fostering a more inclusive Booking.com experience for the millions of travellers, partners and communities around the world who use our platform every day. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations
- Directly linked to our mission to make it easier for everyone to experience the world, Inclusion, Diversity, Belonging and Wellbeing (IDBW) have been a core part of our company culture since day one. Creating a workplace where everyone feels welcome and able to do their best work is no easy job. It’s one that evolves over time and will never officially be ‘done’. But that’s ok, because it’s both highly rewarding and vitally important.
- Our ambition is to achieve gender parity (45-55%) in all units and at all levels of our organisation
- To give back to the places that have given us so much, we created Booking Cares – an employee volunteer programme that empowers our workforce to drive inclusion, wellbeing, and sustainability via volunteering, donations, and more – all during working hours. Since the programme began in 2014, over 172,000 work hours have been donated, by almost 6,000 employees, across more than 2,100 projects worldwide.
- B.Champion is our learning and development program for women who want to prepare for the next step in their career. During the six-month program, participants are grouped together in a supportive community cohort, are paired with a senior-level mentor from Booking.com and follow a structured personal development program.
- Every year we celebrate the achievements of inspiring colleagues at Booking.com and give them a platform for recognition: the Playmaker & Inclusionist Awards. The awards seek to recognize colleagues who empower and inspire others and who have done much to promote the mission of Inclusion, Diversity, Belonging, and Wellbeing.
- Booking.com was recently ranked #3 in the Financial Times’ 2021 Diversity Leaders list of European employers, and we couldn’t be more proud. It’s a great recognition for our colleagues around the world, who effortlessly work to create a welcoming and open environment in which people can connect and learn from each other.
- Driven by our employees with the support of the Booking.com IDBW team, our Employee Resource Groups (ERGs) are a driving force in creating the most open, welcoming and empowering work environment possible. Backed by members and allies, our ERGs not only foster inclusion, but drive our business goals and product evolution as well.
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