Supply Operations Manager, EMEA- Experiences
Location: London, UK
Length: 11 months
Rate: £31.25 per hour (Inside IR35)
Hours: 40 hours per week
Job Description:
The Community You Will join: Every day, Client hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Since our founding, more than 5 million hosts have welcomed over 1.5 billion guest arrivals in almost every country across the globe.
Client Experiences are completely reimagined experiences — hosted by local people, brands, businesses and content creators who know their city best. Every activity offers guests an authentic way to connect with the place they’re in and to meet people with shared interests.
The Operator Experiences Supply Team is a dynamic, multidisciplinary group dedicated to sourcing, onboarding, and managing the world’s best experiences. Our mission is to discover and cultivate outstanding experiences across the globe, partnering with remarkable tour operators, landmarks, attractions and businesses to continually elevate Client’s platform. To continually grow our curated offerings, we proactively identify and attract new, high-quality experience providers, guiding them through a seamless onboarding process and supporting them at every stage of their journey. Through strategic sourcing, relationship management, and hands-on partnership, we ensure our hand-picked supply of experiences remains diverse and truly unforgettable.
The Difference You Will Make:
The Supply Operations Lead - Experiences, drives the acquisition of scaled experiences and account management of top producing accounts in their assigned region. You will be responsible for the overall supply health and partner-lifecycle of operator-led supply within your designated destinations; from sourcing the right, curated supply, to onboarding, and through to existing partner optimization and growth. You will balance cross-functional needs of our design, business, legal and leadership teams as you develop a strong supply marketplace. You will be a champion for Client Experiences within the industry and an external-facing ambassador.
This role reports to the Sr. Manager of Operator Experiences.
Candidate Profile:
This goal-oriented, creative, industry-expert Supply Operations Manager should be excited to jump right in and support the team in developing, growing supply segments, combining a deep understanding of the experiences and tourism industry, creative vision with business acumen. You are energized by complexity, thrive in ambiguity and the opportunities to develop new ways forward. You are deeply collaborative & able to work across disciplines with business, operations and design.
Examples Deliverables:
Industry Awareness, Trend-Spotting & Sourcing – Identify and source key people / experts and activities that are core to the identity and culture of the city. Stay updated on industry trends and source both existing and new experiences by building and contributing to city & region-specific leads lists. Find, source & develop ‘off-the-beaten-path’ leads that serve Client’s Experiences vision.
Sales Operations – Support the Operator Experiences Supply Team to acquire both existing and co-created Experiences by effectively pitching the Experiences value proposition to prospective hosts, developing the concept and run-of-show, managing leads through internal funnels, tracking systems & tools and reporting on output. Have full accountability & ownership over their book of business. Come up with creative solutions and tactics to speed up acquisition and push past friction.
Optimization & Retention – Orient hosts through their first 3-6 months on-platform, supporting them with technical, optimization and growth best practices (e.g. pricing, run-of-show). Retain hosts through their ramp-up period on-platform via online and IRL mechanisms, driving business success for priority hosts and their listings.
Communication & Collaboration – Provide regular project updates & actionable feedback to cross-functional leads. Effectively size issues & collaborate with peers, leadership and cross-functional stakeholders to creatively problem-solve. Make compelling business cases for removing blockers & friction points.
Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates. Report out on both positive & negative performance trends, with a solution-oriented mindset. Stay up-to-date on best-practices & team trainings. Quality & Alignment to Brand Vision – Ensure that your sourced supply meets the quality bar to deliver against the Experiences vision. Aligns leads with taste and quality measures set forth by cross-functional stakeholders.
Your Expertise:
6+ years in either content / supply acquisition, partnerships, account management or sales-related roles Bachelor's degree or equivalent experience in related fields.
Deep knowledge of what is happening in your city and broader region as it relates to travel, entertainment, pop culture, art, food & beverage and other hospitality trends.
Sharp eye for setting & spotting cultural trends; strong ability to assess quality and stay ahead of market shifts. Skilled in delivering for cross-functional teams, and fostering trust across creative, technical, and business disciplines.
Proficient in CRM systems (like Salesforce) and organizational systems
Accountability for results – with a proven ability to deliver against KPIs & business targets; focused on the task at hand & not easily distracted
Point of reference for the Operator Management Team on all things process and sales operations Thrives in ambiguity and can pivot quickly; motivated by changing strategies and scope