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Customer Engagement Account Manager
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Customer Engagement Account Manager – Global Hospitality Brand
Location: London / South East
Hybrid: 1 day per week onsite in Watford (Wednesdays), with the remainder remote or at customer sites as required
Contract: 12 months
The Role
We are supporting a leading global hospitality brand in the search for a Customer Engagement Account Manager to join its UK & Ireland team. This is a varied, customer-facing role combining account management, business development, customer onboarding and data/reporting. You’ll manage relationships with key hospitality customers, identify opportunities to grow accounts and support the successful delivery of procurement and supplier programmes across the UK & Ireland.
Key Responsibilities
Account Management & Customer Engagement – 60%
- Develop and maintain strong relationships with key customers, acting as a primary point of contact.
- Onboard new customer properties and manage ongoing follow-up and engagement.
- Identify opportunities to grow existing accounts, increase adoption and drive revenue.
- Lead Quarterly Business Reviews (QBRs) with key properties and customer groups.
- Produce account plans, performance reporting and customer benchmarks.
- Help customers understand their purchasing requirements, product usage and opportunities to improve supplier/product selection.
- Resolve customer issues quickly and maintain high levels of customer satisfaction.
- Work closely with internal procurement, category management and operational teams.
- Manage multiple customer projects, deadlines and priorities.
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Data, Reporting & Onboarding – 25%
- Maintain accurate customer and account information across CRM, procurement and reporting systems.
- Produce regular account performance reports and management information.
- Support onboarding of new customers, including eProcurement implementation, supplier orientation and kick-off meetings.
- Ensure customer enquiries are managed promptly and effectively.
Team & Operational Support – 15%
- Build effective relationships with internal and external stakeholders.
- Support the wider UK & Ireland Customer Engagement team with business information and administration.
- Support implementation and training of procurement systems for new customer properties.
- Coordinate customer and supplier enquiries with relevant internal teams.
- Support accurate data gathering and customer billing.
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About You
We’re looking for someone with:
- Previous experience in Account Management, Customer Success, Business Development or a similar commercial role.
- Experience within hospitality, hotels, procurement, supply chain or a related industry would be highly advantageous.
- A track record of developing customer relationships and identifying commercial growth opportunities.
- Strong communication and stakeholder management skills.
- Experience delivering QBRs, account plans and customer reporting.
- Strong numerical and analytical skills with excellent attention to detail.
- Confidence managing multiple customers, projects and priorities simultaneously.
- Strong Excel skills and the ability to learn new CRM/procurement platforms quickly.
- A collaborative, customer-focused approach and a genuine commitment to delivering excellent service.
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