Job Description
As Manager, Customer Engagement (Hilton Supply Management (HSM)) – Japan, Korea and Micronesia (JKM), you will report to the Senior Manager, Customer Engagement (HSM) – JKM. You will be responsible for performing the following tasks to the highest standards. Lead and execute Account Management (AM) and Business Development (BD) functions for Japan and region, as defined, on behalf of HSM. Execute sales strategies focused on both revenue generation and customer satisfaction, while simultaneously evolving the AM strategy to support growth. Manage senior internal and external stakeholders, including full ownership of relationships with third-party management companies. This includes supplier relationship management, project delivery to functionality through AM, and complete management of region to drive revenue and profitability. Continuously generate leads and convert opportunities into HSM customers, owning the full sales process including contract negotiation, and smooth transfer of onboarding of new accounts and their management thereafter. Deliver against set KPIs and targets for Customer Engagement team, aligned with Supply Management and broader business expectations, including revenue, profitability, and contracted ROI objectives. ヒルトンサプライマネジメント（HSM）を代表し、日本および担当リージョンにおけるアカウントマネジメント（AM）およびビジネスデベロップメント（BD）機能を主導・実行していただきます。. 収益拡大と顧客満足度向上の両立を目的としたセールス戦略の遂行および、成長を支えるAM戦略の進化. Account Management (60%). Own, create and maintain relationships at ownership, management and operational levels, including (but not limited to) AGMs, Owner Representatives, Ops and Finance VPs, Corporate Heads, operational leaders such as GMs and Chefs etc. Create strategic customer account plans, including execution and review cycles across all stakeholder levels. Identify areas of non-compliance and opportunities to drive revenue and customer satisfaction in both the short and long term. Implement AM SOPs and work alongside HSM Regional Field Ops and Category Management teams. Review / adapt as necessary for emerging market. Collaborate with HSM Strategy Planning and Insight team to ensure Customer Engagement team has the right data to ensure objectives / targets are met. Collaborate closely with Regional Field Ops and Cluster Procurement teams to ensure product offerings in region are fit for purpose and deliver ROI. Create a culture of customer service and client-led activity while increasing profitability. Attend stakeholder meetings as required and conduct regular reviews with key Ops Management teams. Handle multiple management companies and clients while delivering high levels of customer service, including (but not limited to) issue resolution, query handling, intermittent review meetings, and consultation on new opportunities. Continuously drive new revenue opportunities with both existing and prospective customers. Ensure new markets become established and profitable. オーナー、運営会社、経営層、現場責任者（GM、シェフ等）を含む、あらゆるレベルでの顧客関係構築・維持. Drive lead generation activities, including database maintenance and lifecycle reviews. Convert leads to prospective opportunities for HSM. Prepare and deliver presentations of HSM to prospected opportunities. Negotiate contracts with prospective opportunities at management or ownership level where required and convert into active HSM customers. Ensure smooth transition from sales conversion into the account management cycle. Develop and maintain relationships with newly onboarded accounts. Promote HSM business model and sales process to key internal stakeholders. Provide ad-hoc reporting to senior management on functions activity as required. Assess market competitiveness and competition in multi-regions including Japan, Korea, Guam, and other defined regions. Develop new markets across for BD and growth. Manage internal and external stakeholders in new markets, including information and education on HSM and GPO as required. Utilise Salesforce to ensure all BD activities are tracked. 営業からアカウントマネジメントへの円滑な引き継ぎ. Accountable for the working relationships between HSM Customer Engagement and all clients in 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. Obtain data for spend statistics from internal and external stakeholders including customers / suppliers. Run benchmarking analytics and generate proposal documents where required. Assist core HSM programs to support ongoing Customer Engagement activities including but not limited to maintaining market pricing on global, national and cluster deals. Support in regular billing cycles to customers and suppliers including the production of billing statements and distribution of both statements and invoices. Produce and communicate information regularly to customers, hotel purchasing team members, and/or other hotel departments as and when needed. ベンチマーク分析、提案資料作成. A college degree or significant work experience. 3+ years of experience in AM or sales-based role, with performance tracked against KPIs. Solid knowledge of sales, lead generation, and AM. Self-motivated and comfortable working remotely, with a proven ability to work autonomously while delivering against set KPIs. Ability to analyse departmental and external data quickly and efficiently to support decision-making. Solid problem-solving skills, including the ability to address issues collaboratively as appropriate; proactively identify and prevent potential problems; and develop problem-solving skills among direct reports and other team members as appropriate. Ability to advocate for and implement personal professional development, including working with peers and available resources, while adhering to organizational standards for performance feedback. Proficiency in MS Excel (e.g. VLOOKUP, PivotTables) and other Microsoft 365 tools. Proficient in English (business level) and Japanese (native level), both written and verbal. Excellent written and verbal communication skills, including the ability to explain analytical topics to others. Strong interpersonal and relationship-building skills, with the ability to build rapport quickly at all levels of the business, including owners and senior management. Ability to travel as required when virtual methods are not appropriate, potentially up to 45% within the region. Experience in a start-up or greenfield environment. Korean language proficiency. Experience in hospitality or global corporate environment. アカウントマネジメントまたは営業経験 3年以上（マネージャー経験歓迎）.
