Customer Engagement Account Manager

Talent; Greater London; Hybrid; GBP 40,000 - 64,000; Full time

Job summary

Talent is seeking a Customer Engagement Account Manager to join its UK & Ireland team. The role combines account management, business development, onboarding and data reporting, managing relationships with hospitality customers and supporting procurement programmes across the UK & Ireland.

The position is hybrid (1 day onsite in Watford) with remote work otherwise and involves leading QBRs, creating account plans and delivering performance reporting to drive revenue growth.

Qualifications

• Experience in account management or a similar commercial role.
• Experience in hospitality, hotels, procurement, supply chain or related industry would be highly advantageous.
• 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 attention to detail.

Responsibilities

• Develop and maintain relationships with key customers, acting as primary 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 purchasing requirements, product usage and supplier/product selection.
• Resolve customer issues quickly and maintain high levels of satisfaction.
• Work with internal procurement, category management and operations teams.
• Coordinate multiple customer projects, deadlines and priorities.

Skills

Account management

Customer success

Business development

Stakeholder management

Strong communication

Data reporting

CRM proficiency

Excel

Tools

CRM systems

Procurement platforms

Excel

Job description

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.