Market Performance Specialist

Job description

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together! **What We Do…** We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we’re the world’s leading open hotel commerce platform, supporting 56,000 hotels in 150+ countries - with over 140 million reservations processed by SiteMinder’s technology every year. **About the Market Performance Specialist role...** We are seeking a **Market Performance Specialist** to act as a trusted advisor to our hotel customers, helping them maximise booking performance and revenue. This role blends deep knowledge of hospitality distribution and revenue fundamentals with consultative, phone-based engagement to turn market trends, booking patterns, and competitive insights into actionable recommendations—and to drive adoption of SiteMinder’s platform for channel optimisation, rate strategy, and inventory management. You will build rapport quickly, influence customer decisions, and deliver measurable outcomes against KPIs including gross booking value growth, product adoption, and customer engagement, while managing your pipeline to SLAs. **The ideal candidate brings strong analytical and communication skills, experience in revenue management in a hotel/OTA/RMS customer-facing roles**, and a passion for helping customers win in fast-moving, competitive markets. Revenue management experience and proficiency in English as well as Spanish, German, Italian, Thai, French, Portuguese, Bahasa (Indonesian) or Mandarin are highly regarded. **What you will do...** - Be a trusted advisor to our hotel customers, helping them maximise their booking performance and revenue across distribution channels - Quickly develop rapport with customers over the phone and guide them to improve their market positioning and competitiveness - Develop deep product knowledge and the ability to demonstrate how to leverage our platform for improved market performance and channel optimisation - Analyse market trends, booking patterns, and competitive positioning to provide actionable recommendations - Guide customers on distribution strategy, rate management, and inventory optimisation to drive booking volume - Meet KPIs related to gross booking value growth, product adoption, and customer engagement scores. Manage your pipeline and performance to SLAs and KPIs **What you have...** - Have a genuine passion for **market management, sales, customer success**, and providing great customer experiences - Possess excellent communication skills, both written and verbal, and can effectively connect with customers from diverse backgrounds; proficiency in languages other than English is highly regarded - Enjoy a fast-paced, results-oriented environment and thrive on exceeding expectations - Have **experience working in a customer-facing role, ideally within the hotel industry, OTA market management, or other SaaS business,** **particularly in customer success, sales, and revenue expansion** - Demonstrate **strong analytical thinking** and the ability to interpret performance data and market insights; previous revenue management experience is highly regarded - Understand hospitality distribution channels (OTAs, GDS, direct booking) and revenue management fundamentals **Our Perks & Benefits…** - Mental health and well-being initiatives - Generous parental (including secondary) leave policy - Flexibility to work in a Hybrid model (3 days in-office) - Paid birthday, study and volunteering leave every year - Sponsored social clubs, team events, and celebrations - Employee Resource Groups (ERG) to help you connect and get involved - Investment in your personal growth offering training for your advancement Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch. When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.