דרושים Senior Guest Experience Manager – Year Fixed Term Contract ב-Airbnb ב-צרפת

Primary Responsibilities:

• Support complex litigation across EMEA, including regulatory matters and class-actions.
• Independent management of litigation and disputes docket across the EU, and EMEA more broadly, in civil law and common law jurisdictions.
• In conjunction with global litigation colleagues and country counsel, support in the development and execution of strategies to manage existing and emerging litigation risks across EMEA.
• Effective supervision and direction of outside counsel on multiple litigation matters across EMEA.
• Provide concise and digestible legal advice internally, and represent the legal team in cross-functional discussions on issues pertaining to existing litigation or potential regulatory challenges.
• Review and analyze legal risks, including on development of products and services, and communication strategies.

Experience/Qualifications:

• Qualified in a EU jurisdiction and/or the UK. A US qualification is a plus.
• At least 8 years post-qualification experience.
• Substantive experience managing litigation matters across multiple EU countries, the UK and other countries in EMEA. Class action experience is a plus.
• Knowledge of European and EMEA e-commerce and platform rules required, additional experience with US platform rules is ideal.
• Experience working with a US headquartered firm or consumer-facing technology business is preferred.
• Ability to work independently to drive successful outcomes and coordinate with key stakeholders
• Strong communication skills. Ability to communicate concisely, and influence effectively across a wide audience internally and externally, and to explain legal arguments and strategies to global stakeholders.
• Some travel within Europe and to the US will be required from time to time
• Fluency in English is essential. Additional European languages preferred.

The successful candidate should:

• Be intellectually curious, open-minded, and adaptable.
• Be comfortable with ambiguity and risk, and keen to handle dynamic change and think creatively to solve problems.
• Appreciate Airbnb’s mission and be passionate about travel, home sharing and have an understanding of the Airbnb community.
• Have a good sense of humour, remain calm under pressure, and be able to work efficiently either in an office or remote environment..

Offices: Berlin, Germany, Dublin, Ireland, London, United Kingdom, Paris, France

The difference you will make:

for this role, as you’ll be working closely with French-speaking clients and partners. This individual must also possess a blend of creativity, problem-solving skills, and discretion, understanding the confidentiality and trust required to work with our clientele.

Design & Deliver Luxury Experiences:

• Become the go-to expert for Airbnb Luxe homes and services for guests
• Craft bespoke travel itineraries and services tailored to the unique preferences of Airbnb Luxe guests
• Coordinate with home hosts and top-tier service providers and partners, including private chefs, drivers, and local guides, to deliver 5 star stay experiences.
• Provide personalised and discreet services while ensuring a high level of guest satisfaction and maintaining confidentiality at all times.

Sales & Relationship Management:

• Leverage your experience in selling luxury trips to build trust and long-term relationships with guests.
• Act as a trusted advisor, providing proactive recommendations that enhance their travel experiences.
• Meet and/or exceed key sales and service performance indicators

Customer Engagement:

• Act as the primary point of contact for guests from inquiry through post-trip follow-up, ensuring a flawless end-to-end experience.
• Handle last-minute changes or requests with poise and a solution-oriented mindset.

Operational Excellence:

• Utilise tools like Salesforce to track leads, bookings, and guest preferences.
• Collaborate cross-functionally with internal teams to unblock issues and solve guest problems in a timely manner
• Strong financial acumen with the ability to manage large expense budgets

In-Person Engagement:

• Comfortable with domestic travel to meet guests, inspect properties, and oversee on-the-ground logistics.
• Represent Airbnb Luxe at events, networking opportunities, and guest engagements.

Your expertise:

• 5+ years experience selling and managing luxury travel
• Proven ability to sell and upsell high-value travel experiences.
• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with discerning clients.
• Creative and solution-oriented, with a meticulous eye for detail.
• Proficiency in Salesforce or similar CRM platforms.
• Highly self-motivated, proactive, and capable of working independently.
• Discreet and trustworthy, with an understanding of the confidentiality required when working with UHNW individuals.
• Passionate about luxury travel and creating unforgettable experiences.
• Flexibility to travel frequently and adapt to the needs of your client portfolio.
• Knowledge of global luxury destinations and cultural nuances is a plus.
• Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field (preferred).

** must be bilingual in French **

Offices: Paris, France

The Difference You'll Make:

As a Market Leader, you will be responsible for the supply health, quality and growth in France 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.

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

Supply acquisition

• Prospect and onboard new, high-quality supply in your assigned geography
• Experience designing regional sales plans

Demand

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

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 French and English

Offices: Paris, France

The difference you will make:

As a Senior Market Manager, you will be focused on bringing differentiated service products to life through acquiring untapped, unique supply in the services market to provide positive experiences for Guests and Hosts in your assigned territory.

Focusing on these responsibilities, you will build Airbnb’s strong market presence in your assigned territory 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.

A typical day:

• Build and manage partner relationships within assigned territory, with a strong emphasis on in-person relationships
• Proven ability to handle operational complexity and ability to maximize the impact of resources
• Directly manage top-tier accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to increase sales
• Prospect and onboard new, high-quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners to provide the appropriate support to your clients
• Develop deep knowledge of Services partners and become the go-to source for all information relating to relevant market trends and market dynamics
• Work across Airbnb internal teams, including country managers, regional teams, and business
• Engage with strategic B2B partners to build long-term relationships
• Anticipate barriers, market shifts and trends, and lead proactive solution development; apply critical thinking to recommend standards and operating strategies that mitigate risk and propel growth given resource requirements.
• Hold regular optimization calls and business reviews with your partners

Your expertise:

• 8+ years of relevant experience
• Exceptional ability to organize, lead and meticulously execute on large-scale projects with company-wide impact
• Operates with a growth mindset and has a very strong bias for action
• Interprets internal or external business issues and recommends best practices for the larger team and a strategic portfolio across distinct and varying market stages
• Ability to influence product, policy, and other cross functional stakeholders
• Navigates and overcomes organizational barriers by establishing trust, influencing decision-making, and bringing together diverse perspectives to drive alignment and progress
• Comfortable and skilled at regularly interfacing with senior management (Director, Regional Director)
• Utilizes knowledge of key business drivers and the factors to drive results
• Executes flawlessly and autonomously
• Proven ability to handle operational complexity and ability to maximize the impact of resources
Fluent in French

Offices: Paris, France

The Difference You Will Make

As a Market Manager, you will be responsible for the growth of a book of business in your assigned territory - Belgium and the Netherlands - by managing professional host accounts and supply acquisition of high quality inventory. You will build Airbnb’s strong market presence in your assigned region in 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 from acquisition strategy development to strategic host relationship management. You will also be tasked with developing and refining scalable, localized supply management strategies for both established, competitive markets and emerging, untapped markets, aiming to secure our long-term success in these regions.

This role can be based in Paris (hybrid set-up) or the Netherlands (remote).

A Typical Day

• Build and manage professional host account relationships in Belgium and the Netherlands to exceed quarterly and annual sales goals.
• Prospect and onboard high-quality supply in your assigned region.
• Conduct regular optimization calls and business reviews with clients.
• Develop strong, long-lasting partnerships.
• Provide exceptional support to professional hosts, occasionally traveling to the market for in-person assistance.
• Gain deep knowledge of your assigned markets and serve as the go-to source for local trends and dynamics.
• Analyze data and apply insights to identify and act on strategic opportunities that drive sales growth.
• Maintain a baseline understanding of software integrations to provide effective client support.
• Collaborate cross-functionally with public policy, legal, communication, and customer support teams to ensure long-term success.
• Apply an entrepreneurial mindset to design, develop, and execute tailored engagement initiatives.
• Support host community programs, fostering growth and engagement within Airbnb's network.
• Represent Airbnb in external meetings with professional hosts.
• Educate clients on significant product updates and relay feedback to internal stakeholders.

Your Expertise

• 6+ years experience in account management, partner support and/or sales.
• Preferably 2+ years experience in hospitality/travel industry
• Fluency inFrench, English and Dutch is required; trilingual
• Must be willing to regularly travel to your aligned market territory. Typical expectation would be once every 4 to 6 weeks.
• Proven track record of being able to effectively work a lead pipeline and/or a book of business
• Proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce and Mixmax experience is a plus
• 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
• Strong time management and prioritization skills
• 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;
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Charismatic self-starter who is resourceful and self-sufficient

Offices: Netherlands, Paris, France

The Difference You Will Make

The role is based in Paris (hybrid set-up).

A Typical Day

• Serve as an additional Host-facing support for the Market Management Team and Key Accounts Team
• Master and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics
• Provide end-to-end resolution and communication to Hosts while maintaining professionalism and clarity
• Conduct in-depth research to address and resolve Host issues
• Triage and assign escalations tickets and and provide recommendations for efficient resolution
• Respond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environment
• Work to proactively improve the listing quality of the hosts in your region as we drive to increase the percentage of 5-star bookings in your markets
• Support In-Market events for your territory, when required
• Effective communication in the context of stakeholders management
• Proven track record of meeting or exceeding SLA response times

Your Expertise

• 2+ years as a Customer Support Representative or Account Management
• Experience within the hospitality/travel industry experience (nice to have)
• Language skills required: fluent English & French
• Proven expertise in handling high value and time sensitive customer service inquiries with strong active listening and problem-solving skills
• Exceptional written and verbal communication abilities
• Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment
• Proven ability to analyze and assess challenges with a track record of solving complex issues
• Skilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations
• Strong analytical skills that will enable you to support your peers, Lead and Market Managers
• Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)
• Strong attention to detail and organizational skills

Offices: Paris, France