Country Experience Manager

hace 2 semanas

Panamá, Panamá, Panamá Selina A tiempo completo

Who we are
Our mission is to build a global movement where people live, travel, work and experience, while making meaningful connections.


Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet's most beautiful places, to build community, to engage with locals and fellow travelers, to work and enjoy new adventures.


The Selina ecosystem consists of Hospitality, Food & Beverage, Tours, Wellness, Education, Development, Real Estate, Co-Working, Art & Design, Community Impact, Education, Surf, Sales, Marketing, and Technology.

With 100+ Locations opening around the globe, we have multiple job opportunities at any given time.

What the role is
The Country Experience Manager is instrumental to Selina's success as the Selina Destination Strategy owner. To be the place to be, Selina creates one-of-a-kind concepts for locations, programs, and unique experiences.


The Experience Manager will lead the strategy for each location's experience, programming, events, experience commercial products, communication, and experience revenue.

The Experience Manager understands and translates local trends, needs, and unique local elements.

He/she will report to the Country Operations Director and dotted line to the Global VP of Experience. He is responsible for Concept, Programming, and all communication channels to connect the audiences and deliver the desired experience.

The Country Experience Manager is the Brand purveyor and the voice of the guest. He/she is the beating heart of Selina and guides design, culture, commercial, and operations.

What you will be doing

50% Online:
Strategising, aligning, coordinating, programming, designing, communicating & measuring

50% Offline:
Engaging, listening, connecting, sharing, upselling, hosting, guiding & informing

Management

  • Onboard, train, and guide all locations' Experience Leaders to be guest oriented, making Selina's guest service a professional high quality service.
  • Lead the Experience Leaders to be excellent service providers.
  • Actively collaborate with GMs/OMs in the hiring and performance reviews of all locations' Experience Leaders.
  • Align, understand, and maintain a strong relationship with Country Operations Director and other Country leaders.
  • Regular 1:1 with Experience, Location and Counter Leaders.
  • Craft the local Experience Board for the Country across each unit level and manage relations.
  • Systems management (Rezdy, Soundtrack, Canva, Kepsla, Asset Bank, BackOffice)
  • Coordinate the correct implementation of the Experience Boards Strategy (Recruiting, Activation, Tokens Request, Evaluation )
  • Responsible for coordinating the location's logistics of the exchange programs with content creators (Film residency, influencers)

Guest Satisfaction - Guest Experience

  • Inspire meaningful connections of staff with the guests.
  • Inspire meaningful connections of guests with other guests and visitors. Making Selina a place where everyone is accepted and the vibe is warm and welcoming.
  • Help lead other departments of the operations to provide better service based on guest reviews
  • Guide location teams to manage the review process completely in collaboration with the location management
  • Activate the right initiatives and action plans to drive Connector, Guest, Visitors and local Community satisfaction

Commercial - Experience Products

  • Ensure achievement of monthly experience budget.
  • Analyze revenue performance of commercial experiences and take strategic actions to achieve budget
  • Lead and develop the commercial aspects of the experience department.
  • Assure catalog quality for all commercial experiences (T&T, Retal, Cowork, Surf, Spa, Surf.)
  • Create and develop products such as Tours, CoWork, Retail, Wellness, Spa and more. Based on the global strategy and based on the local needs and opportunities of the different locations.
  • Lead Experience teams to be commercial oriented and to achieve sales.
  • Analyze performance and improve the product catalog over time.
  • Support unitlevel management of partners and providers.
  • Monitor that booking flows and systems work properly.

Programming & Events

  • Own countrylevel programming and support all experience managers with unitlevel programming & communications.
  • Guide countrylevel content, partnerships, events P&L.
  • Direct, help and lead creation of programming and events in the different Selina locations.
  • Direct, help and lead creation of events in the locations.
  • Keep track of programming budget, attendees, nonnegotiable activities, and events ROI
  • Keep track of programming in all locations and programming results
  • Report on programming effectiveness and satisfaction to assess and adjust the programming strategy in the country
  • Identify opportunities for partnerships that can generate programming for all locations in the country
  • To plan and execute events focusing on driving revenue and brand awareness.
**C

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