Strategic Travel Accounts Lead

Hotelbeds Group; Palma; Presencial; EUR 42.000 - 65.000; Jornada completa

Descripción de la vacante

HBX Group, headquartered in Palma, Mallorca, is seeking an Account Management Specialist for its Mobility team to manage client relationships and monitor performance against KPIs. The role focuses on governance, escalation management, and continuous service improvement.

You'll lead quarterly reviews, analyze trends, and coordinate with internal and external partners to drive retention and measurable improvements in service quality.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Relationship management

Stakeholder management

Escalation handling

Data analysis

KPI monitoring

Presentation skills

Communication

Project coordination

Herramientas

MS Excel

PowerPoint

Descripción del empleo

HBX Group, headquartered in Palma, Mallorca, is seeking an Account Management Specialist for its Mobility team to manage client relationships and monitor performance against KPIs. The role focuses on governance, escalation management, and continuous service improvement.

You'll lead quarterly reviews, analyze trends, and coordinate with internal and external partners to drive retention and measurable improvements in service quality.