Hotelbeds Group
Account Management Specialist
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HBX Group
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities, and payments through our network of 300,000 hotels worldwide, 60,000 hard-to-reach high-value clients such as tour operators, travel agents, and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course, we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.
We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
Job Description
About Us
HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities, and payments through our network of 300,000 hotels worldwide, 60,000 hard-to-reach high-value clients such as tour operators, travel agents, and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course, we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.
Job Summary
The Account Management Specialist is a key client-facing role within Mobility, responsible for managing client relationships, monitoring account performance, and driving service improvements. The role ensures effective governance, proactive escalation management, and continuous improvement initiatives to enhance service quality, reduce complaints, and support client retention. Through regular performance reviews and strategic client engagement, the Account Management Specialist helps maintain client confidence and deliver operational excellence.
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Key Responsibilities
- Manage and develop relationships with key client accounts.
- Monitor account performance and ensure delivery against agreed KPIs.
- Manage client escalations and drive timely issue resolution.
- Analyse complaint trends and identify opportunities for improvement.
- Implement action plans to reduce complaint ratios and improve service quality.
- Collaborate with internal teams and external partners to drive performance improvements.
- Prepare and lead Quarterly Review Meetings (QRMs) and other client governance meetings.
- Present performance insights, improvement plans, and recommendations to clients.
- Maintain strong governance processes and support client retention initiatives.
- Identify risks and drive continuous improvement across assigned accounts.
Skills & Experience
- Experience in Account Management, Client Services, Customer Success, or a similar client-facing role.
- Proven ability to manage key stakeholder relationships.
- Experience handling escalations, complaints, and service recovery.
- Strong analytical and problem-solving skills with a data-driven approach.
- Experience monitoring and improving KPI performance.
- Excellent communication, presentation, and influencing skills.
- Strong organisational skills with the ability to manage multiple priorities.
- Proficiency in Microsoft Excel and PowerPoint.
- Customer-focused mindset with a commitment to service excellence and continuous improvement.
About Working at HBX Group
At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives, and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
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You will have the opportunity to work for a company that is going through significant change in becoming the world’s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package, you will be able to work:
- Within an innovative, engaging, and multicultural environment.
- Have the opportunity to build strong and lasting business relationships and friendships from around the world.
- Have the opportunity to develop your career locally or within one of our beautiful working locations across the globe.
What We Do
- We buy room nights from hotels that we sell on to our network of high-value clients such as tour operators and travel agents.
- We use our innovative tech platforms to distribute these room nights to our clients, who sell them on to the end customer.
- We can also offer experiences (like excursions, theme park tickets, and other fun stuff) and transport options to our clients so they can make amazing packages for their customers.
- We help our partners to grow – because when they grow, we grow.
Our Impact
Now more than ever, ESG is critical to our business, and we don’t just talk about it, we put our words into action. We’ve joined Amazon and The Climate Pledge to become net zero carbon by 2040, a decade ahead of the Paris Climate Agreement. We’ve been certified as carbon neutral for four years in a row. We’re committed to protecting the environment in all the places we work. We support the economic and social development of our regions through our Corporate Volunteering Programme. We respect human rights and work hard to make sure we don’t commit any violations.
Company Overview
- 3000+ Awesome People
- 88 Different Nationalities
- 300k Hotels Worldwide
- 60k High Value Clients
- 1 Team
- 1 Culture
- 1 Mission
- 140 Source Markets Worldwide
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