WHAT WILL I BE DOING?

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 support, sales, and customer reporting strategies aimed at driving continuous business growth. 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 this down a bit, shall we? In this role you will focus on:

Account Support (60%). You will:

• Take charge of the Help Desk function, including overseeing daily operations, managing customer inquiries, and ensuring timely and effective resolution of issues.
• Provide excellent customer service by addressing customer questions and concerns via phone, email, and chat.
• Identify, troubleshoot, and resolve customer issues promptly and efficiently.
• Onboard new customer properties and performing follow-up duties.
• Identify opportunities to grow accounts and drive sales.
• Prepare regular reports on account status and performance metrics.
• Produce benchmarks to show the value of HSM, including the determination of product usage and specifications along with seeking new, alternate or better products.
• Support credit control through regular process management and timely updated to the Customer Engagement team.
• Manage various projects to completion, keeping track of deadline and priorities.

Next, Data Management (20%). You will:

• 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.

And finally,Administrative & Support Activities (20%). You will:

• 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.
• Support accurate data gathering and timely billing to customers.
• Assist in setting up customer meetings both virtually and in-person.

The success in this role will demonstrate itself through the following attributes and skills: We are looking for an Account Executive, who meets the following criteria. You 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.
• A full 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.
• A proficiency in Excel with the ability to quickly learn new programs as required.

• 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.
• A full 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.
• A proficiency in Excel with the ability to quickly learn new programs as required