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Manager – Vacation Rentals Account Management, Owner (DE/NL Market)

Manager – Vacation Rentals Account Management, Owner (DE/NL Market)

As a key member of the broader EMEA Vacation Rentals (VR) Leadership team, the Manager has two functions - managing a team of individual contributors who are managing relationships with our partners to improve partner performance, as well as leading critical initiatives for the broader VR leadership team.

You will recruit, train, and coach your team to success by developing processes and implementing improvements that increase team efficiency and effectiveness. You are seen as an authority by your team on account management issues and by the leadership team as a guide on representing the partner perspective to other internal Vrbo teams, such as Product, Marketing or Technology teams. You also drive innovative initiatives that align with business goals and improve team performance.

The Manager’s primary goal is to lead and directly develop a team of account managers who work to efficiently enable our Vrbo Property owners to achieve their goals and enhance the traveler experience. They coach and train their team to conduct high-quality consultations with partners, using marketplace data to improve booking conversion and bookings growth. Managers recruit, develop, and motivate experienced customer facing teams, and act as a liaison to senior leadership and other teams within Expedia Group on behalf of Vacation Rental Account Management team.

What you’ll do:

  • Hold regular 1:1s with team members, assess performance, and provide feedback
  • Facilitate training needed to continually enhance communication, persuasion, objection handling, and shared accountability with our partners
  • Evaluate each team members' monthly/quarterly business plans to build, retain, and optimize vacation rental supply in targeted markets
  • Ensure that all team members meet or exceed all activity standards
  • Directly manage partner concerns and feedback, and help to resolve all issues with a strong sense of ownership and care
  • Help prioritize and triage partner and traveler issues with the appropriate Support, Development, and Product teams necessary for resolution
  • Provide timely feedback to senior management regarding partner performance, product feedback and insights, and any system or tool issues from our partners
  • Partner with operational, administrative, and learning and development teams to improve day-to-day practices, strategic outreach, operational tools, and marketplace reporting for the account management team

Who you are:

  • Bachelor’s Degree or equivalent experience in Customer Success, Account Management, Client Services or B2B / B2C sales experience
  • Proficient in English and German and proficiency in Dutch and Spanish is a plus
  • 3+ years of managing Account Management or Customer Success teams, with eCommerce or B2B products. Knowledge of the vacation rental and hospitality industry is a plus
  • Communication: actively provide guidance to ensure the team listens effectively and can deliver strong messaging that resonates well with partners
  • Relationship Management: lead with experience and exemplify how to positively manage all internal and external relationships
  • Partner Advocacy: drive strategic, forward-looking initiatives that create positive outcomes for all by gathering and relaying valuable information between partners and internal teams
  • Planning and Quality Delivery: set clear objectives, provide strategic guidance, present with excellence, and motivate and inspire team members to do the same
  • Data Driven Leadership: understand data well enough to challenge it when monitoring team and portfolio performance; identify risks and marketplace opportunities for the team based on data analysis
  • Expertise Development: successfully demonstrate and develop in-depth customer success expertise across the entire organization
  • Continuous Improvement and Agility: translate changes and improvement opportunities into clear tasks; encourage innovation, use results and feedback to refine strategies and improve outcomes
  • Collaborative Partnership: proactively identify, propose, and lead cross-team improvement programs and establish coalitions of support using strong business cases
  • People Management: offer guidance and coaching where needed; actively support professional development; exemplify openness, transparency, and advocacy

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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, 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.
  • Spain - Madrid

  • Commercial

  • Full-Time Regular

  • 05/12/2022

  • ID # R-70979

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