Job Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. 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. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Hilton Supply Management (HSM) is the largest global hospitality focused organization that supports our brands, owners, and operators. With 11 billion dollars of spend influence and over 2000 suppliers, this function has transformed the way 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 talented team members around the world that also give back to the community by supporting aggressive sustainability, supplier diversity and responsible sourcing goals.

The Senior Manager, Customer Engagement (Business Development & Account Management) - Southeast Asia (SEA) will strategically manage the business development (BD) and account management (AM) functions for SEA and regions as defined on behalf of HSM. You will develop and execute sale strategies focusing on both revenue generation and customer satisfaction whilst simultaneously evolving the AM strategy through direct leadership to support growth. These responsibilities include senior stakeholder management, both internal and external, including owning the relationships for third party management companies, supplier relationship management, project delivery to functionality through AM and complete management of region to drive revenue and profitability.

You will continuously generate leads and conversions of opportunities to HSM customers owning the full sales process including contract negotiation and the smooth transfer of on-boarding of new accounts and their management thereafter. You will deliver against set KPI's and targets for the Customer Engagement team aligning with Supply Management and the wider business expectations including revenue, profit and contracted ROI objectives.

What will I be doing?

As the Senior Manager, Customer Engagement - SEA, you will be responsible for performing the following tasks to the highest standards:

Business Development

• Lead generation including database maintenance and life cycle reviews.
• Conversion of leads into prospective opportunities for HSM.
• Preparation and presenting of HSM to prospected opportunities.
• Negotiate contracts with prospected opportunities at management or ownership level where required and covert to active HSM customers.
• Ensure smooth transition to AM cycle.
• Develop and maintain relationships with accounts once on-boarded to HSM.
• Accountable for achieve revenue targets set for new business acquisition.
• Promote the HSM business model including sales process to key internal stakeholders.
• Ad-hoc reporting to Senior Management on functions activity as and when required.
• Assess market competitiveness and competition in multi regions - including Malaysia, Thailand, Singapore and other defined regions.
• Devise business development plans for existing regions where appropriate and executing these subjects to approval.
• Develop new markets across for Business Development and growth.
• Manage internal and external stakeholders in new markets including information and education on HSM and GPO as and when required.
• Utilize Salesforce to ensure all business development activities are tracked.

Account Management

• Own, create and maintain relationships at both ownership / management and operational level including but not limited to AGM / owner representatives / Ops VPs hierarchy / Corporate Heads / Operational leads such as GMs, Chefs, etc.
• Create strategic customer account plans including the execution and review cycles for all levels of stakeholders. This to include identification of areas of noncompliance and opportunities in order to drive revenue and customer satisfaction both for the long and short term.
• Implement AM SOP's and implement working alongside the HSM Regional Field Ops teams. Review / adapt as necessary for emerging market.
• Collaborate with HSM Centre of Excellence teams to ensure Customer Engagement team has the right data to ensure objectives / targets are met.
• Collaborate closely with the Regional Field Ops team and Cluster Procurement teams to ensure product offering in region is fit for purpose and can deliver ROI.
• Create a culture of customer service and client led activity whilst increasing profitability.
• Attend stakeholder meetings as required as well as regular reviews with key ops management colleagues.
• Handling multiple management company / clients whilst maintaining great customer service skills, including but not limited to issue resolution, query handling, intermittent review meetings and new opportunity consultation.
• Continuously drive new revenue opportunities with new and existing customers.
• Ensure new markets become established and profitable.

Administrative and Support Activities

• Accountable for the working relationships between HSM Customer Engagement and all clients in the region.
• Mastery of systems in region including Salesforce, Check, Birch Street and any other procurement system in situ.
• Communicate with team members providing relevant business information .
• Collaborate and provide project support to the Supply Management team when necessary.
• Provide AM support for all hotel signings.
• Attend departmental meetings pertinent to work assignments and topics of analysis.
• Research and respond to information requests from clients.
• Research new markets as required.

What are we looking for?

A Senior Manager, Customer Engagement - SEA serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A college degree or significant work experience in lieu thereof.
• Experience of 5 or more years in an AM or sales-based role where performance was tracked against KPIs.
• Ability to self-motivate in a remote location / self-starter who is used to autonomous working whilst being able to deliver against set KPIs.
• Ability to analyze departmental and external data quickly and efficiently in order to make decisions.
• Ability to take initiative to identify, prioritize to fulfill responsibilities in keeping with core strategic goals.
• Strong problem-solving skills, including ability to effectively address any issue in collaboration with others as appropriate; ability to proactively identify and prevent potential problems; ability to develop problem solving skills among direct reports and other team members as appropriate.
• Ability to advocate and implement professional development for self, direct including capability to work with peers and other resources to provide development and mentoring opportunities; includes adherence to organization's standards for performance feedback.
• Ability to evaluate and identify opportunities from a strategic perspective, including ability to develop, prioritize and implement plans to meet organization's core strategic goals.
• Strong interpersonal and relationship building skills. Able to build rapport quickly at all levels of the business including owners and senior management.
• In-depth knowledge of sales, lead generation and AM.
• Excellent written and verbal communication skills including the ability to explain analytical topics to others.
• Proficient in Excel and other Outlook 365 tools.
• Ability to travel up to 50% of the time.

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

• Hospitality industry experience.
• Senior Manager experience.
• Global and corporate experience.
• Experience in a start-up environment or a greenfield space.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!