Senior Manager, Customer Engagement MEA (In Procurement)

at  Hilton

ABOUT HILTON

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 7,000 properties corresponding to over 1 million rooms in 122 countries. Hilton Supply Management is the largest global hospitality-focused organization that supports our brands, owners, and operators. With 6 billion dollars of spend influence, the function has transformed how supply chain and procurement adds value to the hospitality industry. HSM is a strong partner to all our brands, helping influence and drive programs with unique and distinctive products and services. HSM is proud of its diverse and skilled team members worldwide that also give back to the community by supporting aggressive sustainability, supplier diversity, and responsible sourcing goals.

POSITION SUMMARY:

• Business Development (40%)
  o Lead generation including sales database maintenance management.
  o Conversion of leads into prospective opportunities for HSM.
  o Preparation and presentation of HSM to prospected accounts.
  o Management of benchmarking exercises when required for prospective opportunities.
  o Negotiate contracts with prospected opportunities at management or ownership level and covert to active HSM customers.
  o Develop and maintain relationships with key strategic accounts once on-boarded to HSM.
  o Accountable for achieving revenue targets for new business acquisition.
  o Promotion of HSM business model, including sales process, to key internal stakeholders.
  o Ad-hoc reporting to Senior Management on function’s activity as and when required.
  o Assessing market competitiveness and competition for multiple regions within, Middle East and Africa.
  o Defining HSM business development sales strategy within region and executing.

o 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.

• Account Management (30%)

o Onboarding new customer properties and performing follow up duties.
o Manage and execute Quaterley Business Reviews (QBR’S) with key customer properties and or groups including creating management plans.
o Continuously driving revenue opportunities with new and existing customers.
o Producing benchmarks on customers incumbent suppliers to show the value of HSM.
o Assisting customers in understanding product needs including the determination of product usage and specifications along with seeking new, alternate or better products.
o Research enquiries on product availability, pricing, specifications, product usage requirements and recommendations as requested.
o Communicating information regularly to customers, hotel purchasing team members and or other hotel departments as and when needed.
o Ensuring Hilton Supply Management knowledge is up to date, familiarity with programs and ability to engage with the Supply Management team.
o Managing various projects to completion, keeping track of deadline and priorities
o Lead the follow up process for projects with stakeholders to ensure they are effectively deployed.

o Examines data to determine opportunities or problem areas in order to provide feedback for improvement and development for new business.

• Data Management (15%)

o Gather appropriate data or information from all relevant sources, e.g. Salesforce, Records, Files, Databases, BirchStreet, HSM Customer Portal, and Customer Information. etc.
o Ensure all enquiries within specific areas of responsibility are responded promptly with satisfactory resolution.
o Maintains departmental systems for filing and procedural documentation including contracts management across all client bases.
o Assist with onboarding process for new customers including but not limited to eProcurement installation, supplier orientation and kick off meetings.

o Work with multiple data streams to evaluate customer accounts.

• Administrative & Support Activities (15%)

o Develops and maintains constructive and cooperative relationships with all internal and external stakeholders/personnel whether in person or via telephone.
o Communicates with team members providing relevant business information.
o Collaborates and provides general admin support to the Supply Management team, including filing, maintenance of forms and documentation.
o Can provide training and implementation of Birch Street for new properties.
o Produces ad-hoc Presentations for use in Customer Engagement
o Ensure hotel, supplier and cross-functional department enquiries are directed to the right location within Supply Management.
o Attends departmental meetings pertinent to work assignments and topics of analysis.
o Assists with scheduling of meetings, bookings and conference calls including preparation of associated support materials relevant to Business Development & Account Management.
o Researches and responds to information requests from management.
o Support for the International Supply Management/Procurement team.
o Any and all other job duties as assigned.
o Work with the COE team to arrange for accurate and timely billing to customers.

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.
• Business fluency in English and at least one other language, ideally Arabic.
• International experience.
• Clear desire to work and progress a career within Supply Management.

• A business / hospitality university degree or experience in lieu thereof.
• Strong Procurement / Supplier Management career history to date.
• Proven experience in identifying and pursuing new business opportunities.
• Strong understanding of the Hospitality industry and market trends.
• Excellent verbal and written communication and negotiation skills to build and maintain client relationships, understanding their needs and providing effective solutions.
• Ability to develop and execute strategic business plans to achieve sales targets.
• Track record of meeting or exceeding sales goals and driving revenue growth.
• Proficiency in market research and analysis to identify potential customers and competitors.
• 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.
• Maintain a good understanding of the company and departmental aims, structure and strategy.
• Make recommendations on issues pertaining to areas of work responsibilities, which may improve operations within the department or reduce costs.
• Able to travel (including overnight stays) to fulfill business requirements, attend departmental meetings and training course as deemed necessary.