Job Description
The position will report to the Manager of Customer Engagement for the UK & Ireland. The successful candidate will assist in the regional implementation of the Customer Engagement function, with a particular emphasis on account management, sales, and customer reporting strategies aimed at driving continuous business growth. Additionally, the role involves supporting business development initiatives through effective strategies for hotel net unit growth, revenue enhancement, profitability, and customer satisfaction. The candidate will also facilitate the seamless onboarding of new accounts to HSM as needed, including system implementation and training.
You will maintain excellent working relationships with all key internal and external stakeholders, including ownership groups, management companies, Area General Managers, suppliers, systems teams, Operational and Corporate functional leads, and coordinate with HSM Category Management and Field Operations to support effective and competitive GPO program delivery.
Responsibilities
- Account Management (50%)
- Develop and maintain strong relationships with HSM customers, acting as the main point of contact between hotels, buyers, and suppliers.
- Onboard new customer properties and perform follow‑up duties.
- Identify opportunities to grow accounts and drive sales.
- Manage and execute Quarterly Business Reviews (QBR’S) with key customer properties and/or groups, including creating management plans.
- Prepare regular reports on account status and performance metrics.
- Produce benchmarks on customers’ incumbent suppliers to show the value of HSM.
- Assist customers in understanding product needs, including determining product usage and specifications and seeking new, alternate or better products.
- Address and resolve any client issues or concerns promptly.
- Support credit control through regular processes and maintaining strong customer connections.
- Manage various projects to completion, keeping track of deadlines and priorities.
- Host customer meetings both virtually and in‑person.
- Business Development (10%)
- Lead generation, including sales database maintenance and management.
- Convert leads into prospective opportunities for HSM.
- Prepare and present HSM to prospective accounts.
- Manage benchmarking exercises when required for prospective opportunities.
- Negotiate contracts with prospective opportunities at management or ownership level and convert to active HSM customers.
- Assess market competitiveness and competition.
- Data Management (25%)
- Maintain appropriate data and information from all relevant sources, e.g. Salesforce, Records, Files, Databases, Birchstreet, HSM Customer Portal, and Customer Information.
- Ensure all enquiries within specific areas of responsibility are responded to promptly and with satisfactory resolution.
- Assist with onboarding process for new customers, including eProcurement installation, supplier orientation and kick‑off meetings.
- Administrative & Support Activities (20%)
- Develop and maintain constructive and cooperative relationships with all internal and external stakeholders/personnel, whether in person or via telephone.
- Communicate with team members, providing relevant business information.
- Work with suppliers to identify common areas of opportunity for growth.
- Collaborate and provide general admin support to the HSM team.
- Support training and implementation of Birchstreet for new or existing properties.
- Ensure hotel, supplier and cross‑functional department enquiries are directed to the right location within HSM.
Qualifications
- A business or hospitality university degree, or experience in lieu thereof.
- A strong understanding of the hospitality industry and market trends.
- Proven experience as an account manager or in a similar role.
- Excellent verbal and written communication.
- A track record of meeting or exceeding sales goals and driving revenue growth.
- A collaborative mindset to work with cross‑functional teams.
- Commitment to providing excellent customer service and ensuring customer satisfaction.
- Excellent time‑management skills and the ability to meet targets.
- Strong interpersonal and relationship‑building skills.
- Highly numerate and exceptionally detail‑oriented.
- The ability to work under pressure with a flexible approach to effectively handle multiple demands.
- Proficiency in Excel and the ability to quickly learn new programs as required.
Benefits
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world‑class hotels through our Go Hilton travel program.
- Own a piece of Hilton – Through our Employee Stock Purchase Program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future.
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents.
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones.
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care.
- Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counselling and support through our Employee Assistance Program (EAP).
- Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
About Us
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award‑winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way.
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