Senior Community Engagement Manager Sea jobs at Airbnb in Thailand, Bangkok

A Typical Day:

Overall:

• Act as the primary bridge between the local Airbnb team and the Host Community, coordinating and prioritizing cross functional activities that entail community action across the territory
• Lead Community growth, engagement and impact projects and initiatives from planning to delivery. This includes developing project plans, collaborating with cross-functional teams, coordinating multiple stakeholders, identifying project risks and crafting mitigation plans.
• Develop and execute local Community Programs with clear communication, efficient resource usage, and a deep focus on overall project execution.

Community Growth:

• Recruit, onboard, and manage new Community Leaders and launch Host Clubs
• Growing Host representation in Host Clubs
• Testing new methods for connecting Hosts across SEA

Community Engagement:

• Design effective initiatives and content strategies to drive Host engagement in Community programs and foster conversation
• Serve as the primary POC and coach for local Community Leaders: advising and coaching them, while also remediating and replacing inactive Leaders
• Support global Community Engagement Programming and evolve for local language and needs
• Educate Community Leaders on all significant product changes and cascading feedback on product and policy to the relevant internal stakeholders
• Organize and lead effective Community events, both online and in-person

Community Impact:

• Support the development, execution and scale of in-market pilots that leverage Community programs to better support Hosts, driving Host success and accelerating business goals.
• Develop resources, engaging and high impact communications, and training materials for cross functional business partners.
• Work with relevant regional stakeholders to help them leverage and collaborate with the Host Community and help them identify and test new opportunities to do so.
• Influence regional prioritization, process improvement, and program feedback.
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all Host Community information relating to local needs, trends and market dynamics for internal and external partners.
• Act as a go to for Community team with regards to local insights and feedback

Your Expertise:

• 8+ years of experience in Community Management - particularly in Community Building, Consulting, Strategy, Innovation, or Operations
• Previous experience scaling communities while maintaining high engagement.
• Strong strategic project management skills with experience leading programs and processes.
• Ability to approach Community through a strategic business lens and align Community goals with business goals.
• Entrepreneurial, solution oriented, growth mindset
• Highly autonomous and self-driven
• Strong verbal communication and interpersonal skills
• Effective cross functional partner with ability to influence through persuasion, negotiation, and consensus building
• Passion for Airbnb, our Hosts, and the mission of the company

Offices: Bangkok, Thailand

The Difference You Will Make:

As a Senior Market Manager, you will be responsible for the supply health, quality and growth in Thailand by managing professional host accounts and supply acquisition of high-quality inventory. Focusing on these responsibilities, you will build Airbnb’s strong market presence in your assigned region by collaborating with other teams as the local in-market expert. As someone who knows the Airbnb mission and values inside out, you will drive all phases of supply acquisition and market success, including acquisition strategy development, generating and converting supply leads, maintaining the experience quality, nurturing strategic relationships with hosts, as well as creating them from scratch. You will help develop and iterate scalable localized supply management strategies for both developed and highly competed market destinations and nascent and relatively untapped new markets ultimately ensuring our long-term market success.

Account Management

• Build and manage partner relationships within assigned territory consisting of several hundred Professional Host accounts
• Directly manage top-tier accounts to meet and exceed quarterly/annual sales goals
• Create and deploy scaled strategies to effectively manage & optimize the long tail of thousands of Professional Hosts in your region
• Maintain a baseline understanding of the technical integration of various software partners to provide the appropriate support to your accounts
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your partners
• Develop strong and long-lasting partnerships
• Respond to and deliver exceptional service to your accounts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Partner cross functionally to address optimization bottlenecks.

Supply acquisition

• Prospect and onboard new, high-quality supply in your assigned geography
• Designing regional sales plans for "Beyond the Core Products"

Demand

• Represent Airbnb in external meetings with Professional Hosts and at industry conferences in your market

Quality

• Proven ability to handle operational complexity and ability to maximize the impact of resources
• Support host community programs in your region
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to increase sales
• Audit supply quality in the field, addressing areas for improvement.
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Work cross-functionally with product, communications, public policy, and customer support teams to ensure our long-term market success

Your Expertise:

• 8+ years of experience in new sales, account management, and partner support
• 2+ years of hospitality/travel industry experience is a plus
• Strong time management and prioritization skills
• Proven track record of being able to effectively work a leads pipeline or book of business
• Proven skillsets at delivering sales growth.
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• Highly proficient in using CRM software, specifically in working with leads, opportunities, and other core objects - Salesforce experience is a plus
• The ability to get things done with constantly changing priorities, projects, and deadlines
• Able to travel to assigned markets (when business travel resumes)
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments;
• Well developed priorities and time management skills.
• Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives;
• Charismatic self-starter who is resourceful and self-sufficient
Fluency in Thai and English

Offices: Bangkok, Thailand

The Difference You Will Make:

As a Senior Market Manager, you will be responsible for the supply health and growth in Thailand by managing a program to grow small/core hosts and drive acquisition strategy to grow high-quality inventory (boutique hotels and serviced apartments /non-hotel licensed supply and unique accommodations. Focusing on these responsibilities, you will build Airbnb’s strong market presence in your assigned region by collaborating with other teams as the local in-market expert. As someone who knows the Airbnb mission and values inside out, you will drive all phases of supply acquisition, supply retention and market success, including acquisition strategy development, generating and converting supply leads, and strategic partners relationship management, as well as creating them from scratch. You will help develop and iterate scalable localized supply management strategies for both developed and highly competed market destinations and nascent and relatively untapped new markets ultimately ensuring our long-term market success.

A Typical Day:

• Prospect and onboard new, high-quality supply (Unique accommodations, non-hotel licensed supply, Boutique Hotels and service apartments) in your assigned geography
• Create and deploy scaled strategies and program to effectively manage & optimize accounts in Thailand
• Build and manage partner relationships within assigned territory, develop strong and long-lasting partnerships to grow high quality supply in the assigned geography
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to increase bookings
• Proven ability to handle operational complexity and ability to maximize the impact of resources
• Program manage and scale strategic supply acquisition initiatives that contribute to supply growth in the assigned geography
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Maintain a baseline understanding of the technical integration of various software partners to provide the appropriate support to your clients
• Represent Airbnb in external meetings and events with hosts or strategic partners in your geography
• Educate hosts on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your partners
• Respond to and deliver exceptional service to your strategic accounts in a timely and efficient manner, occasionally traveling to your geography to provide in-person support and guidance
• Support host community programs in your region
• Work cross-functionally with product, communications, public policy, and customer support teams to ensure our long-term market success

Your Expertise:

• 8+ years of experience in new business development, account management and strategic partner management
• 2+ years of hospitality/travel/Real estate industry experience (nice to have)
• Strong time management and prioritization skills
• Proven track record of being able to effectively work a new business lead pipeline management and/or a book of business
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• The ability to get things done with constantly changing priorities, projects and deadlines
• Available to travel to assigned geography
• Passion for Airbnb, travel, real estate, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments;
• Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives;
• Highly proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce experience is a plus
• Self-starter who is resourceful and self-sufficient
• Fluency in Thai/English in both verbal and written communication. Business professional level proficiency in Mandarin is advantageous

Offices: Bangkok, Thailand