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Director Commercial Excellence
Director Commercial Excellence
Established in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up to the third largest ecommerce company in the world. Booking.com is the largest business within Booking Holdings (NASDAQ: BKNG) and accounts for the vast majority of Booking Holdings’ total revenue. Booking Holdings is a leading Fortune 500 e-commerce conglomerate with a market cap of approximately $96 billion and total revenues in 2020 were $6.8 billion, a 55% decrease from the prior year. Net income for the full-year 2020 was $59 million, a 99% decrease versus the prior year. Booking.com currently employs more than 12,500 employees in 214 offices in 70 countries worldwide.
With a mission to make it easier for everyone to experience the world, Booking.com invests in digital technology that helps take the friction out of travel. Booking.com connects travelers with the world’s largest selection of incredible places to stay, including everything from apartments, vacation homes, and family-run B&Bs to 5-star luxury resorts and even tree houses. The Booking.com website and mobile apps are available in over 40 languages, offer more than 28,984,513 total reported listings, and cover 142,259 destinations in 229 countries worldwide. Each day, more than 1,550,000 room nights are reserved on its platform. So whether travelling for business or leisure, customers can instantly book their ideal accommodation quickly and easily, without booking fees and backed up by its promise to price match. Via the customer experience team, customers can reach Booking.com 24/7 for assistance and support in over 40 languages, any time of the day or night.
At Booking.com, we are all involved in making hundreds of decisions every day. The decisions we make are a reflection of our Values - they reflect what is important to us, both as individuals and as an organization.
When we use our Values to make decisions, we make a deliberate choice to focus on what is important. When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.
Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world. Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today. Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures. Succeed together. We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others. Do the right thing. We get the right results the right way. For each other, our communities and the world around us.
Booking.com Leadership Team
Chief Executive Officer, Glenn Fogel
Interim SVP & Chief Financial Officer , Sue D’Emic (Senior Vice President, Chief Accounting Officer and Controller, Booking Holdings)
SVP, Chief Marketing Officer, Arjan Dijk
SVP, Accommodations, James Waters
VP, Interim Chief Technology Officer, Rob Francis
SVP, Chief Legal Officer, Maria Barros
SVP, Chief People Officer, Paulo Pisano
SVP, Trips Division, Bryan Batista
VP, Strategy & Corporate Development, Rob Ransom
Director Commercial Excellence
Our Commercial Excellence Department (the “Department”), based out of Amsterdam, maximises commercial value for Booking.com and our partners by delivering the right value and experience as well as distribution through the right omni-channel partner-centric approach. The role will be based out of the U.K. and sits within the Partner Services team, (part of the Accommodations BU), one of Booking.com’s largest departments, a commercial organization with 200+ offices worldwide and responsibility for B2B relationships with our 2m+ accommodation partners.
While being in the U.K., the Director Commercial Excellence will support the Department in designing the operating model to enable commercial performance of all distribution channels. The main responsibility is to support the team to drive the commercial success through the supply side by setting and defining the distribution strategy for partner services in alignment with product and segments (Core, Home and future GEM services), professionalizing our target operating model, design the go-to market approach for omnichannel and translate financial company targets into specific channel and local office targets, while ensuring a data and ROI driven approach.
The role will oversee a team of approximately 25 FTE based out of Amsterdam with a focus on: strategy, business development, commercial performance including revenue management, and distribution management. This team defines roles, bonus frameworks, process, systems, tools, reporting, capacity management to enable digital channels, connectivity channels and account management teams to engage efficiently and effectively with our partners.
The role will work closely together with leaders from segments, digital and connectivity channels, product teams and global teams like financial Planning and Analysis based out of Amsterdam. The role will also work closely with Regional and other Commercial Excellence Directors and will act as an intermediate contact point between the leadership team in Amsterdam and various regional teams including the partner services team in the U.K.
Reports to: Senior Director Commercial Services in Amsterdam.
Direct reports: Team of 25+ FTE, including Managers, Strategy Specialists, Go-to-Market Specialists, Analysts, Program Managers, and Project Managers based in Amsterdam.
Support the Department in leading and developing the Commercial Excellence team for long term success:
Lead a team of +/- 25 FTE and support the team in managing the commercial effectivity of +2000 FTE world wide
Define the FTE need on an annual basis to ensure business objectives are met
Support the management team and HR in defining, how to develop competencies across craft groups to ensure continuous development of the team in a healthy environment
Assure clarity on direction and alignment across the team by hosting regular team meetings
Support the team in setting up and managing the long-term distribution strategy for Commercial Excellence and our channels
Lead strategic projects and programs
Continuously improve the team’s approach
Support the Department in driving the business plan central partner services and define KPIs per quarter for the Commercial Excellence team and steer towards reaching objectives
Support the team to create, update, and maintain the strategic business plan and detailed forecasts of the department’s year/3year plan
Enable our channels to be future proof by designing and developing the operating model
Determining strategic direction on partner management and our omnichannel
Support the team to design strategic initiatives to focus channel effort with an initial focus on managed portfolio and providing relevant products and services to partners during the partner life cycle
Translate desired product and services offering into operating model for our channels
Drive operating model change projects by program management (e.g. projects related to roles, tooling, productivity, reporting)
Translate Partner Services high-level strategic targets to local offices and contact center channel targets
Work with the team to enable increased commercial performance of accommodations partners
Ensure cross channel aligned approach to improve partner performance
Increase channel mix ROI
Explore and drive commercial initiatives coming from product, region and own analyses to increase partner engagement and experience
Manage and align regional and channel stakeholders related to commercial initiatives (RD’s, CED’s, DPE, Connectivity)
Serve as liaison between Regional Leadership & Partner Services global functions e.g Booking Home, Core/chains, Partner Marketing, Connectivity, FP&A, Products, Legal, Fraud, CS, HR etc
Support the team in capacity management for Local Partner Services worldwide
Advise on global total LPS budget and staffing needs per regions and monitoring/reporting on capacity use.
12+ years general management and proven record in managing all facets of complex large international commercial operations
8+ years in commercial strategy coupled with commercial experience
8+ years distribution and revenue management
Background of success in growing markets, preferably through proven designs and experience of launched solutions that have been implemented in the real world and driven tangible business impact
Proven record of initiative-taking in and managing of matters of strategic importance to the organization
Demonstrated solid leadership, organizational and analytical skills required and ability to generate change that clearly contributes to business success
Proven track record of success in managing simultaneous multiple, diverse and complex initiatives
Understanding and awareness of the Booking.com organization with an internal network to be effective
Strong skills at managing internal resources (people, information and technologies) and allocate resources appropriately
Expert ability to meet deadlines, manage costs, impact and influence business outcomes, handle multiple priorities
Effective stakeholder management and influencer, building relationships at both the team and executive levels
Exposure to online travel, technology, or e-commerce industries a plus
OTHER PERSONAL CHARACTERISTICS:
Humble yet confident, with high self-awareness
Strategic thinker focused on execution; will roll up their sleeves to get things done
Experimental, ready to learn and open to change
Keep the customer at the centre of everything you do
Good cultural and organizational sensitivity
Committed to building a diverse, inclusive work environment
CRITICAL LEADERSHIP CAPABILITIES: Leading Change
Publicly identifies needed changes or directions that need adjustment, challenges assumptions and norms
The ability to “think big” and simultaneously understand and appreciate the details necessary to operationalize overarching strategies and goals; The ability to make sense of complex issues and ambiguous situations
Challenges assumptions about “the way things are done”
Communicates explicitly what must change, why changes are necessary, and possible outcomes and costs
Adjusts communication style to the audience to help them understand and accept the change
Encourages people to support and propose changes and ideas.
Building relationships, Collaborating and Influencing
Establishes relationships and enhances the levels of cooperation, collaboration, and trust that exist between people, interacting with others personally, competently, and effectively. Establishes relationships inside and outside of the organization. Fosters a culture that makes people feel valued and respected and leverages even difficult or tense circumstances to enhance relationships
Negotiates with a genuine give-and-take approach, where both acts as true peers and decisions are shared
Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus
Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people.
Responds resourcefully, flexibly, and positively when faced with new challenges and demands. Willingly and effectively deals with the stress and complexities of various situations. Moves forward productively under conditions of change or uncertainty
Demonstrates and fosters a sense of urgency, a “can-do” spirit, a sense of optimism, ownership, and strong commitment to achieving goals and organizational success. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results
Checks work of self and others against required quality standards
Reviews performance and progress on a regular basis to ensure the team is achieving results
Tests to see if goals are sufficiently challenging and implements corrective action based on deviations.
The hiring company Booking.com Ltd. is one of Booking.com BV’s support companies in the UK. Booking.com Ltd. is looking for a Director Commercial Excellence. Booking.com BV is the company behind Booking.com™, the market leading online accommodation reservation service in the world. All references to “Booking.com" refer to Booking.com BV.