Global Head of Onboarding
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Global Head of Onboarding

SiteMinder

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Global Head of Onboarding

About the job

Since our inception in 2006 we've had massive growth, we started small and now we have over 35,000 global customers and ambitious targets of achieving 100k customers by 2020! 

To drive our customer experience we are now seeking a Global Head of Onboarding to join our Sydney office, located in The Rocks.
At SiteMinder the Customer Activation or “ Onboarding” is a critical part of a customers journey.  The Global Head of Onboarding is a business leader who can orchestrate ongoing improvements in a customer’s onboarding experience across multi-functional teams like Customer Experience (CX), Product and Operations while also leading a large global team to deliver this experience.
This is a role which has a clear and direct impact on the growth of our business with important strategic and executional components. You will report directly into the CCO and work closely with the executive team to define the strategy of onboarding. 
Importantly, you are an inspiring people leader, heading up the Global Onboarding Team and setting an example for the regional teams.

Responsible for ensuring the customer is front of mind, the appointee will design future-state customer activation experiences and work with product, design and operational teams to continually optimise our customer experience.

This role will have the opportunity to engage in both high-level strategic decisions and operational planning and execution with the team about how to translate vision to reality.


About SiteMinder

Headquartered at The Rocks in Sydney, we're the leading cloud platform provider for the hotel industry across the world. Our legacy as an undisputed leader in hotel technology has seen us rank among the 20 greatest pioneering techs to come out of Australia.

Why SiteMinder?

In return for your skills and talent, you will be joining a global tech company of approx. 680 staff globally who are on the cusp of an aggressive diversification and growth phase. We operate at pace, we have fun while we’re doing it – we celebrate our successes and we’re creating something pretty special.

If you want challenges, ownership, accountability and a place where growth both personally and organisationally are inevitable click apply!

About you

Key responsibilities will include:
  • Drive constant focus on Customer Onboarding experience and create an environment of ongoing A/B testing and optimisation of all stages of the customer onboarding experience.
  • Continuously implementing processes to improve the quality of the experience
  • Strategizing about the future of the customer experience and helping to shape it to ensure we are able to sustain our rapid growth
  • Cascade the strategy to the functional leads and work with them to set and execute their individual strategies
  • Develop a data first approach when it comes to client engagement and performance, that influences and guides decision making within the team
  • Lead a team of close to 100 onboarding professionals located in Sydney, Dallas, Galway, Bangkok and Manila.
  • Ensure that what is agreed and committed to is delivered to a high-standard and high reliability with diligent project management and communications throughout 
  • You need to bring:
  • Extensive experience working with software development projects at scale alongside a track record of addressing customer needs through innovative use of technology and the ability to define product roadmaps and long term planning
  • You have experience managing a customer facing team and you’re people focused
  • Track record of developing complex customer-oriented projects
  • Extensive experience in senior leadership roles, managing large teams and stakeholders globally
  • Deep understanding of service design and performance analytics
    • Language required: English.

    The company

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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    Global Head of Onboarding

    New South Wales, Australia

    Full-time, Indefinite

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