Job Description - Manager, Customer Engagement - UK & Ireland (EUR015IU)
Job Number:
EUR015IU
Work Locations:
Hilton - Regional Headquarters - Europe Maple Court, Central Park, Reeds Crescent Watford WD24 4QQ
Who is Hilton Supply Management?
Hilton Supply Management (HSM) is the largest hospitality group procurement organization globally and an integral division within Hilton. HSM manages the supply chain of hotels, both Hilton and non-Hilton branded hotels. With more than 18,000 hotels in our program (including over 9,000 non-Hilton-branded hotels), HSM drives economies of scale and negotiates competitive contracts with industry-leading suppliers – ensuring direct savings on the product & services for hotel partners and being a value-add partner on all levels.
What will it be like to work for Hilton?
Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 8,000 properties and over 1.2M rooms in 126 countries and territories. Hilton offers countless opportunities. If you appreciate the impact global travel can have and have an affinity for Sales, you may be just the person we are looking for to join our team.
What will I be doing?
The role will report into the Director Procurement & Customer Engagement UK&I and will support and assist in managing the UK&I Customer Engagement team. You will support the regional execution of business development strategies, focusing on hotel net unit growth, revenue, profitability and customer satisfaction, whilst simultaneously evolving the account management, sales and customer reporting strategies to support continuous business growth. You will also support the smooth onboarding of new accounts to HSM.
You will maintain excellent working relationships with all key internal and external stakeholders, including ownership groups, management companies, Area General Managers, Operational and Corporate functional leads, and coordinate with HSM Category Management and Field Operations to support effective and competitive GPO program delivery.
Position Summary:
1. Account Management (40%)
Develop and maintain strong relationships with HSM customers, acting as the main point of contact.
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.
Managing various projects to completion, keeping track of deadline and priorities.
2. Business Development (20%)
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 convert to active HSM customers.
Assessing market competitiveness and competition.
Supporting HSM business development sales strategy within the region and executing.
Developing new GPO markets for HSM across Middle East and Africa, ensuring internal and external stakeholders in any new market are aligned to the HSM model.
3. 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.
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.
4. Administrative & Support Activities (15%)
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.
Collaborate and provide general admin support to the HSM team.
Support training and implementation of Birchstreet for new properties.
Ensure hotel, supplier and cross-functional department enquiries are directed to the right location within HSM.
Support accurate data gathering and timely billing to customers.
Direct Reports:
The role will have two direct reports at Executive level. Further resource allocation will be reviewed to support business needs and future growth strategy of HSM.
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
* A business/hospitality university degree or experience in lieu thereof.
* Strong understanding of the Hospitality industry and market trends.
* Proven experience as an account manager or in a similar role.
* Proven team leadership/staff management experience.
* Excellent verbal and written communication.
* Track record of meeting or exceeding sales goals and driving revenue growth.
* 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.
* Ability to work under pressure with a flexible approach to effectively handle multiple demands.
* Proficient in Excel with the ability to quickly learn new programs as required.
Preferred Criteria:
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
* Minimum Education: University Business/Hospitality Degree or experience in lieu thereof.
* Proficiency in Word, Excel, PowerPoint, Outlook & Microsoft Teams.
* Prior experience utilizing Coupa/Smart Spend, Salesforce and Birchstreet.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all!
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