Global Customer Retention Manager

Hotelbeds is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team Hotelbeds, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:
**Tasks**:
- Support the CCO Office to improve Churn Management in the short, mid, and long-term.- Key focus on accelerating business recovery and overall growth as well as mitigating company loss to churn.- Provide the Leadership team with recurring and ad-hoc data analysis and comprehensive reporting as well as generate momentum, regional ownership, and overall support to speed up the team’s action plan.- Support and manage the enhancement of business processes and proactively identify opportunities to increase customer retention and loyalty.-
- Follow up on the opportunities and tasks generated to the commercial teams.- Develop presentations with conceptual and/or quantitative analysis that facilitate top management decision making.- Ensure and facilitate the right tools to the teams for them to identify and tackle churn in a proper manner.- Responsible on building customer retention capabilities within the commercial organization- Ensure the alignment of the opportunities management in terms of closure, standardizing root causes and lost reasons.- Perform regular market landscape analysis to update methodology when needed.

Skills needed:
- Analytical, numerical, communication and presentation skills to be able to interpret, summarize and present complex data sets from multiple sources in a simple and comprehensive way.- Effectively manage communication at senior level- Be able to report KPIs and performance metrics in a structured manner as well as develop analytical models to facilitate decision making.- Leadership skills to set direction and inspire team members and build relationships with key stakeholders to achieve their goals.- Strong Project Management skills to oversee churn prevention initiatives.- Customer service skills: ability to listen, understand and empathize with our partner concerns, and provide them with solutions to their problems.- Demonstrated ability to thrive in a fast-paced environment while managing multiple projects & tight deadlines.- Strong attention to detail- Tableau, Excel, and PowerPoint knowledge- Methodical and organized mindset- Proactive and autonomous approach to working.- Critical thinking, collaboration & creativity- Languages: English, Spanish- Bachelor’s degree in business administration, marketing statistics, data analytics or a related field- Several years of experience in customer retention, customer service, sales, or marketing roles. Experience in travel industry is a plus.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:
- Within an innovative, engaging and multicultural environment.- Have the opportunity to build strong and lasting business relationships and friendships from around the world.- Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.