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 co-ordinate with HSM Category Management and Field Operations to support effective and competitive GPO program delivery.

Let's break that down. In this role, you will focus on:

• Account Management (50%)
  • Develop and maintain strong relationships with HSM customers, acting as the main point of contact between hotels, buyers, and suppliers.
  • Onboarding new customer properties and performing 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.
  • Producing benchmarks on customers’ incumbent suppliers to show the value of HSM.
  • Assisting customers in understanding product needs including the determination of product usage and specifications along with seeking new, alternate or better products.
  • Address and resolve any client issues or concerns promptly.
  • Support credit control through regular process and maintaining strong customer connections.
  • Managing various projects to completion, keeping track of deadline and priorities

  • Host customer meetings both virtually and in-person.

• Business Development (10%)

  • Lead generation including sales database maintenance management.

  • Conversion of leads into prospective opportunities for HSM.

  • Preparation and presentation of HSM to prospected accounts.

  • Management of benchmarking exercises when required for prospective opportunities.

  • Negotiate contracts with prospected opportunities at management or ownership level and covert to active HSM customers.

  • Assessing market competitiveness and competition

• Data Management (25%)
  • Maintain appropriate data or information from all relevant sources, e.g. Salesforce, Records, Files, Databases, Birchstreet, HSM Customer Portal, and Customer Information. etc.
  • Ensure all enquiries within specific areas of responsibility are responded to promptly and with satisfactory resolution.
  • Assist with onboarding process for new customers including but not limited to eProcurement installation, supplier orientation and kick-off meetings.

• Administrative & Support Activities (20%)
  • Develops and maintains constructive and cooperative relationships with all internal and external stakeholders/personnel whether in person or via telephone.
  • Communicates with team members providing relevant business information.
  • Works with suppliers to identify common areas of opportunity for growth.
  • Collaborates and provides 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.

Successful candidates have

• A business / 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 exceptional attention to detail and accuracy.
• The ability to work under pressure with a flexible approach to effectively handle multiple demands.
• Proficiency in Excel with the ability to quickly learn new programs as required.