Manager, Customer Engagement (Hilton Supply Management) UK & Ireland

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 (Managed/Leased/Franchise/Partnership/Timeshare) and non-Hilton branded hotels. With more than 18,000 hotels in our program (including over 10,000 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 8,400 properties with more than 1,25M rooms in 140 countries and territories, Hilton offers countless opportunities. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. 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?

You 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 on-boarding 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 Co-ordinate with HSM Category Management and Field Operations to support effective and competitive GPO (Group Procurement Organization, supporting our Franchise and non-Hilton branded locations) program delivery.

Position Summary: 

Let's break the role a bit. In this role you will focus on Account Management (40%). Specially, you will 

• Develop and maintain strong relationships with HSM customers, acting as the main point of contact.
• Onboard 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. 
• Produce benchmarks on customers incumbent suppliers to show the value of HSM.
• Assist 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. 
• Manage various projects to completion, keeping track of deadline and priorities 

Next, you focus on Sales/ Business Development (20%). You will 

• Lead generation including sales database maintenance management.
• Support the conversion of leads into prospective opportunities for HSM.
• Prepare and present of HSM to prospected accounts.
• Manage the bench-marking exercises when required for prospective opportunities.
• Negotiate contracts with prospected opportunities at management or ownership level and covert to active HSM customers.
• Assess market competitiveness and competition
• Support HSM business development sales strategy within region and executing.
• Develop 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.

Op top things, you will focus on Data Management (25%). And particularly you will

• 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

And finally you will focus on Administrative & Support Activities (15%) by

• Developing and maintaining constructive and cooperative relationships with all internal and external stakeholders/personnel whether in person or via telephone. 
• Communicating with team members providing relevant business information. 
• Collaborating and providing general administrative support to the HSM team.
• Supporting training and implementation of Birchstreet for new properties.
• Ensuring hotel, supplier and cross-functional department enquiries are directed to the right location within HSM.
• Supporting accurate data gathering and timely billing to customers.

So, 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.

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?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical well-being of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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