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Partner Success Lead - CHAMP

Malaysia - Selangor - Subang Jaya


Partner Success Lead

The Partner Success Lead is responsible for helping to drive continuous improvement through supporting team development and process efficiency improvements within the Centralized Hub for Account Management and Performance. They work closely with the team Area Managers to ensure that Expedia Group’s lodging products in their assigned market is competitive, attractive, and relevant for our fast-growing global customer base.  

Alongside the Partner Success Associates, they continuously work with Expedia Group’s lodging partners to help them improve the marketing potential from their participation in the Expedia Group’s marketplace.  

This role is in charge of onboarding and training of new and existing team members, supporting the implementation of internal business initiatives, and improving process efficiencies. This includes driving key activities that support Expedia Group’s revenue goals and strategic objectives. 

The core focus for this position is management of the continuous improvement initiatives for the team, ensuring the team of Partner Success Associates actively engage lodging partners, educating them on how to get the best from Expedia Group and have commercial discussions to create more value. 

What you’ll do

  • Delivering account management standard methodologies through specialist proficiency, skill enablement training support and continuous improvement.  

  • Onboarding and training support of new and existing team members to drive incremental performance 

  • Improve team results and effectiveness by developing skills & strengthening capabilities of the team  

  • Monitor the team’s performance against the standard methodologies and in partnership with the Area Manager identify key technical gaps in the team’s collective ability to deliver the "Gold Standard" and solve for the team's training needs.  

  • Specialist point of escalation for sophisticated partner queries.  

  • May make outbound calls based on business needs.  

  • Provide ongoing inputs on progress & challenges to Area Managers and Directors 

Who you are

  • 4-6 years’ experience and college/university or Master’s degree 

  • Degree in Hospitality, Tourism or Business Administration is a plus but not required  

  • Language Proficiency Required 

Build & Maintain Teams 

  • Able to work independently as well as be a great teammate, always seeking to improve team and organizational performance  

  • Demonstrated ability to empower and mentor a diverse and geographically fragmented team, effectively managing performance and mobilizing team and resources to achieve or exceed set goals 

Solution Alignment 

  • Outstanding analytical and critical thinking skills, including demonstrated general problem-solving skills and a strong curiosity to identify trends and ensuing business needs.  

  • Appetite for innovative technology, constantly evolving business environment, robust data-powered analysis 

  • Demonstrates ability to prioritize work and be laser-focused on achieving a variety of metrics (targets, goals and/or strategic objectives) set by TPG leadership team  

  • Ability to select and present insightful datasets such as performance, market and competitor analysis and to implement relevant action plans based on the data  

Strategy Execution 

  • Integrates change processes in support of the organizational business plan.  

  • Mentor team members in behaviours and technical skills for personal effectiveness, results orientation.  

Communication, Listening and Influencing 

  • Proficiency in English. Other language skills may be required depending on the location of the position  

  • Presents ideas and directives clearly and persuasively; actively listens when spoken/presented to  

  • Ability to effectively communicate to various levels and through multiple communication channels. 

  • Ability to identify the decision-making style of internal partners in order to influence direction of decisions even when holding a position contrary to the majority.  

Go Get What’s Next 

  • High impact personality: intellectual agility, entrepreneurship, emotional intelligence in relationship, great teammate  

  • Motivated, willing to take action, results-focused and driven 

  • Proven follow-up/persistence when facing complex situations 

  • Ability to multi-task effectively; ought be able to change gears quickly without skipping a beat 

Includes Consciously 

  • Authentic relationship builder. Brings people in, seeks out diverse ideas and experiences to drive success and earns the confidence of others 

  • Bridges and sustains productive and long-term partnerships based on mutual support through a reciprocal style 

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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Job Category
Partner Services Group

Job Function
Hotel Partner Operations

Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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