Customer Engagement Account Manager

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

• 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.

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.

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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