Global Transformation

hace 3 semanas

Panama Selina A tiempo completo

Description Who we areOur 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.About the DepartmentAs responsible for the first impression of Selina, in the Global CRO our commitment is: to work with passion, create fans and connect with our Selina family, because Selina is not just a brand, but a movement, a tribe To deliver long-term brand engagement increasing customer experience & satisfaction with specialized agents and to drive direct revenues from local and global campaigns for both inbound and outbound opportunities.What the role isThe Transformation and Change Manager will be responsible for redefining the operating model of the global and local reservations teams to support increased customer interactions both domestically and internationally. This role will focus on operational efficiencies and key revenue driving initiatives for both rooms and non-accommodation products, while finding ways to improve the customer journey and experience - from sales to customer complaints.

Furthermore, the Transformation and Change Manager will improve existing processes (outsourcing where possible), technologies, and work along key stakeholders to support digitization of customer interactions.Transformation & Change Manager ResponsibilitiesComplete a review of the current customer journeys and supporting operating model to identify a range of improvement opportunities.Take responsibility for mapping and owning end-to-end journeys and the associated insights. Ensure all teams involved in delivering the experience understand the end-to-end journey from the perspective of the customer.Develop business cases with supporting designs for key improvements (e.g. operating model, customer journeys and operational processes) to present to the executive team for decision making. To include ROI and delivery timescales.

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