Supervisor of Account Management

London (Hybrid)

About OpenTable:

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximise revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

About Our Role

As a Supervisor of the EMEA Central Queue department, you will report to the Regional Manager of Central Queue. You will handle and lead a dynamic team and ensure outstanding service delivery, efficient workflow management, and customer issue resolution. Your role will involve strategic thinking, analytical skills, effective communication, and fostering a positive team environment.

In this role you will:

Team Supervision: Run and lead the EMEA team, ensuring exceptional service delivery and customer satisfaction.
Workflow Management: Efficiently allocate tasks and resources to meet customer goals and service level agreements.
Performance Monitoring: Monitor team performance, supervise key performance indicators (KPIs), and provide constructive feedback to team members.
Issue Resolution: Be responsible for timely and effective resolution of customer inquiries, concerns, and critical issues.
Process Improvement: Identify and implement process enhancements to improve team efficiency and effectiveness.
Critical Thinking: Develop and implement strategic account plans, analyse market trends, and provide innovative solutions to customer challenges.
Analytical Skills: Utilise data and metrics to assess customer performance, identify trends, and make data-driven decisions.
Communication: Maintain clear and effective communication with customers, internal partners, and team members.
Partnership: Collaborate with other departments, provide guidance to team members, and resolve possible conflicts.
Leadership: Lead by example, make informed decisions, and adapt to changes, fostering innovation and adaptability.
OpenTable: Thorough knowledge of the company's products or services.
Hospitality / Tech Industry: Strong understanding of the tech and hospitality industry, including trends, products, and competitors.
Financial Knowledge: Basic understanding of financial concepts and principles related to customer accounts.

Please Apply if you are/have:

Previous experience in team leadership and customer management roles.
2+ years of people management and/or senior individual contributor experience.
College degree encouraged, advanced degree or equivalent experience is a plus.
Proficiency in using data analysis tools such as Preset, Salesforce, and others.
Experience in handling exciting customer interactions and de-escalation techniques.
Proven track record of driving teams to meet or exceed productivity goals and deadlines.
Restaurant management and/or sales experience strongly preferred.

Benefits:

Vacation: 25 days
One Celebration Day per calendar year
Work from (almost) anywhere; wherever you do your best work.
Mental Health Well-being: 6 company paid therapy sessions, subscription to a meditation app, wellbeing speaker series and resources.
Private Health & Dental and Life Insurances
Employee Assistance Program (EAP)
Pension Fund
Universal paid parental leave
Gym Discount
Bike2Work
No meetings Fridays
Also Perkbox and Booking.com business discounts
Outstanding company social events

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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