[{{ $ctrl._job.status.name | translate}}] Customer OnBoarding Team Leader - German
SiteMinder

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Descripción de la oferta

Why this role? 
You may not have heard of SiteMinder, but If you’ve ever booked hotel accommodation online, chances are, you’ve used one of our products. Backed by the same investors at Facebook, Netflix and Spotify, we are the leading Aussie cloud platform for hotel integrations and bookings with a presence in more than 160 countries. Focusing on disruptive solutions for the hotel industry since 2006, we have grown to more than 32,000 hotel customers providing solutions that supports hotels to manage and maximize their online presence. For over ten years we've been changing the way hospitality works empowering hotels to attract, reach and convert guests across the globe.
 
The OnBoarding Team Leader is an integral member of our EMEA Customer OnBoarding team. Responsible for Coaching, Engaging, Supervising, Leading and Developing an Onboarding Specialist team to deliver excellent implementation and training services. As a Team Leader, you will be the primary point of contact for team members, acting proactively to ensure smooth operation and collaboration across teams. Leading by example, the team leader is responsible for the efficiency, quality and development of the team
 
The Opportunity...

Our Customer Onboarding team are responsible for ensuring our customers are set up and trained effectively on our SiteMinder products, providing consistently high level of customer satisfaction from all customer contacts. As the Customer Onboarding Team Leader you will create a work environment in which our people want to work, have the tools to do their job and can perform at their best while also holding the team accountable for operational and quality outcomes and results.
 
Reports to: Director Customer OnBoarding, EMEA
Managing:  Customer OnBoarding Specialists (Multilingual)

What you’ll bring:  
 
We are looking for someone that is driven to succeed, and passionate about coaching and mentoring, Can smile and laugh whilst working under pressure, and juggling multiple things at once. Can you think outside of the goldfish bowl; solving problems with creativity and are you smart, and able to apply it with common sense. If you are passionate about customer service and support and want to develop your career we would love to hear from you!
 
What is it like to work with us?
 
Our people tell us that they joined us for career opportunities, the unique culture and the interesting and challenging work they undertake every day.  What they really love about working at SiteMinder is the fun, friendly, relaxed environment and the work hard, play hard camaraderie they share with their teams.
 
Many of the people we hire come recommended by friends or colleagues already working with us so we encourage you to check your network and see if someone you know is already part of the SiteMinder team to ask them directly about our culture.
 
Vibrant, energized, relaxed and fun are just some of the adjectives they used to describe us.
We’re no longer a start up but we are still growing fast, which can be challenging. We’re pretty young in our journey and we are working on a variety of initiatives to support our staff in getting the best out of their SiteMinder career experience.
 
Check out our website to find out more about us, the story of our founders is also pretty inspiring and definitely worth a watch. You can find us at www.siteminder.com there’s a whole lot of information that should help inform your decision to apply. If you think you are a fit, we’d love to hear from you

Watch our founder Mike Ford explain why he began SiteMinder

Requisitos

Position Responsibilities:

  • Overseeing the day-to-day operation of a multilingual integration focused team. 
  • Assists management with hiring processes and new team member training.
  • Collaborate with Sales, Key Account Management, product specialists and other regional OnBoarding Team Leads.
  • Identify training needs and provide coaching
  • Monitor and delivery of team performance on a daily basis
  • Review and report areas of gap concerning performance failure for the team
  • Conduct 1:1s, performance reviews and team meetings to evaluate individual performance and update members on best practices and continuing expectations.
  • Put action plans in place for individuals not achieving performance targets.
  • Suggest and organize team building activities
  • Readily adapting to effective working relationships with other people.
  • Developing an atmosphere where participants feel confident and happy to contribute.
  • Lead and participate in projects led by the global and regional teams.
  • Deliver on team Key Performance indicators
  • Resource planning around Enterprise / Group implementation requirements in a matrix responsibility scenario.
  • Become technically proficient with PMS integration processes to support efficiency improvements.
  • Develop operational contacts within Partners/Vendor organizations where needed.

  • People who are successful in this role…
  • Has strong Oral and Written Communication Skills in both English and German.
  • Has proven work experience as a team leader / supervisor +2 years experience required
  • Strong team leadership / mentoring skills
  • Experience working within an SLA and KPI driven environment.  
  • Has proven technical experience in Software or IT environment
  • Remains calm under pressure in a fast paced environment
  • Fosters a high performance culture through aligning performance expectations with overall business goals.
  • Encourages an open exchange of information and viewpoints, actively listens to others
  • Translates development goals into actionable plans.
  • Readily adapts to competing demands and shifting priorities
  • Maintains composure, positivity and patience in difficult circumstances Inspires others to take ownership of their work and perform at their best encouraging commitment to SiteMinder Vision.
  • Schedules and prioritises while allocating one’s time appropriately.
  • Leads by example. Be seen as a role model by peers and subordinates.
  • Develops alternative courses of action that are based on logical assumptions and factual information considering resources, constraints and organisational values.
  • Makes timely, confident decisions.
  • To be successful in this role you will demonstrate the following competencies:
  • Performance Management
  • Results
  • Orientation
  • Adaptability
  • Innovation
  • Planning

  • Tipo de oferta de empleo
    A tiempo completo
    Ubicación
    United Kingdom
    Departamento
    Atención al cliente
    Idiomas
    Alemán, Inglés
    Fecha de incorporación
    Lo antes posible

    SiteMinder

    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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