Job Description

Description

Who we are

Our Mission is to inspire authentic and meaningful connections.
Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet\xe2\x80\x99s most beautiful places, to build community, to engage with locals and fellow travelers, to work and enjoy new adventures.

What the role is

The Cluster Experience Manager holds an instrumental role to Selina\xe2\x80\x99s success as owner of the Selina Experience Strategy in the cluster.

In order to be the place to be and stay, Selina creates one-of-a-kind concepts for locations, programs unique experiences and communicates them through off-line and online channels. The cluster experience manager understands and translates local trends, needs and unique local elements.
The Cluster Experience Manager manages quality control and constant improvements for each location\xe2\x80\x99s experience, communication and ultimately revenue. Responsible for Concept, Experience Boards, Programming, non-accomodation products and all communication channels to connect the audiences and deliver the desired experience.

This role provides the required support to locations in a timely manner regarding the use of systems and global tools, and helps with the internal training of the location for the achievement of the Experience OKRs.

The Cluster Experience manager is the Brand purveyor and the voice of the guests and visitors.

What will you be doing?

50% Online: Strategising, aligning, coordinating, programming, designing, communicating & measuring.

50% Offline: Training, engaging, listening, connecting, sharing, upselling, hosting, guiding & informing.

Programming

• Own 90- days cluster-level programming, unit-level content & communication.
• Identify opportunities for partnerships that can generate programming for all locations in the cluster.
• Keep track of programming budget, attendees, non-negotiable activities, and events ROI.
• Report on programming effectiveness, quality and satisfaction to assess and adjust the programming strategy as needed.
• Plan and execute Events focusing on driving revenue and brand awareness.

Commercial

• Assure catalog quality for all commercial experiences (T&T, Retal, Cowork, Surf, Spa, Surf.)
• Coordinate content creation to promote experiences through all communication channels.
• Support unit-level management of partners and providers.
• Monitor that booking flows and systems work properly.
• Analyze revenue performance (RevPOB) of commercial experiences and take strategic actions to achieve budget.

Communication

• Responsible for the right implementation of the physical & digital communication guidelines in all locations of the cluster.
• Owner of uploading 90 days programing and Experiences offer to internal systems for them to be published on the web and app.
• Align with B2C managers on a weekly/monthly basis to communicate outstanding programming/events that might drive bookings.

Destination Index

• Own guest experience, make sure Location Experience leaders talk to every new guest, upgrade and upsell and guarantee 100% guest satisfaction.
• Support Cluster General Manager to coordinate communication between departments to analyze Destination Index results and implement action plans.
• Accountable for 100% response rate to online reviews and post-stay surveys in all locations in the cluster.
• Support ongoing Blueprint activations, Experience Activations, culture initiatives, and action plans.

Look & Feel

• Activate and communicate concept through art lead
• Nail the basics, review that all design standards and product book guidelines are in place.
• Own the right mood (Selina music, lighting, etc)

Management

• Onboard, train, guide and update on the Experience Strategy to all locations\xe2\x80\x99 teams.
• implement the latest brand standards and global experience projects in the cluster.
• Align, and maintain strong communication with the Regional Experience Director, Cluster General Manager, Venue Manager and B2C Manager.
• Systems management (Rezdy, Soundtrack, Canva, Kepsla, Asset Bank, BackOffice)
• Coordinate the correct implementation of the Experience Boards Strategy (Recruiting, Activation, Tokens Request, Evaluation )
• Responsible for coordinating the location\xe2\x80\x99s logistics of the exchange programs with content creators (Film residency, influencers)
• Create and update locations concept books.

What you need for the role

• Experience in managing teams or groups of people within large organizations (Min. 4-5 Years).
• Background or exposure to PR, branding or marketing fields.
• Experience within the field of hospitality or other lifestyle products.
• Experience with multi-project management. Experience with event production, retail, design, festivals is an advantage.

• Strong interest in Customer Service and Experience.
• Time Management, creativity, cultural sensitivity and strong communications skills.

• Revenue and profit oriented.
• Able to work and collaborate in a matrix environment.
• Strong negotiation and relationship management skills
• Collaborate cross functionally with design, culture, tech, commercial and operations.
• Must be a local of the country of application (Min. 10 Years of living in the country).
• Robust social and professional network in the country of application.
• Must speak English and the local language of the country of application.

Selina