Host Success Manager, ANZ
Airbnb
Sydney, Australia
1d ago

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 50,000 handcrafted activities, all powered by local hosts.

An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities.

With more than three quarters of a billion guest arrivals to date, and accessible in 62 languages across 220+ countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

About Homes :

Homes is Airbnb’s core business and has expanded from one marketplace to multiple categories including Hotels, Core Hosts, Professional Hosts, Plus, China, and Lux.

There are more verticals to come as our business continues to grow rapidly. Core Hosts and small Pro Hosts are the heart and soul of Airbnb homes and our truest differentiator.

Hosts are our brand and enable amazing travel experiences for our guests. The mission of these teams is to make hosting appealing, rewarding and easy.

We are building capabilities that allow us to recruit and retain hosts at a global scale.

About the Role :

Airbnb is developing an innovative approach on how to grow, develop, support, and retain Core and small Pro Hosts, and drive their usage of Airbnb in the long-term.

As Host Success Manager for ANZ, you will work with both the Country Manager and Territory Manager to develop and execute strategies to grow the number of amazing homes, ensure they succeed and ultimately be an advocate for the Airbnb platform.

Your attention to detail, data-driven approach organisation, ability to multitask, and work under pressure will all ensure you succeed.

Example Projects to Lead :

  • Identify geographies with high occupancy rate and running Host recruitment programs to bring new Core and Small Business Hosts to Airbnb, improving the availability of high-demand listing types.
  • Running a program to roll out product feature or pricing plan adoption through scalable channels to a large number of Core and small Business Hosts.
  • Responsibilities

  • Responsible for the growth, success, support and retention of Hosts in the Core Host and Small Pro Host segments.
  • Develop strategies to grow Hosts in high demand locations, through scalable tactics, e.g. public relations, marketing, partnerships, referrals and more.
  • Design and implement Hosts engagement strategies by localizing global levers or developing unique local levers, focused on improving the performance of Hosts.
  • Implement programs that ensure Hosts maintain high hosting standards that deliver belonging and connection to Airbnb guests.
  • Identify, analyze and put in place solutions to reduce Hosts churn.
  • The person will be responsible for :
  • The business performance of Core Hosts and small Pro Hosts in ANZ
  • Being the champion for these Hosts to the ANZ leadership and functional leadership teams in Asia Pacific and globally.
  • Championing the needs and requirements of these Hosts to the global product, marketing and operations team.
  • Defining and driving local priority projects and campaigns.
  • Implementing global initiatives with inputs, benchmark and implementation analysis.
  • Requirements

  • 8+ years experience in a Project Management position, Customer Success or Lifecycle Marketing.
  • Experience in the hospitality, online marketplace or Online Travel Agency (OTA) industry is preferred.
  • Experience working cross-functionally with product, marketing, public relations, sales operations and enablement teams.
  • Strong appetite for working with the Airbnb community.
  • Ability to break down complex problems into actionable pilots, track success and scale solutions.
  • Ability to manage complex projects and multi-task with excellent organisational skills.
  • Extremely data driven in the decision-making process to ensure timely, impactful and accurate actions are taken.
  • Pays attention to both details and macro-level outcomes.
  • Seasoned internal and external communicator with strong interpersonal skills.
  • Adept at building strong relationships and influencing stakeholders across a matrix organisation.
  • Ability to thrive in a fast-paced, dynamic and ever changing startup environment.
  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.
  • Comfortable with Excel, Google Docs, SQL.
  • Strong verbal and written communication skills.
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