Manager, Customer Engagement (Hilton Supply Management) – Japan, Korea and Micronesia

With thousands of hotels in over 140 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 travelers 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, Tapestry Collection, DoubleTree, Hilton Garden Inn 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 is with Hilton where we never forget the reason we are here: to delight our guests, Team Members, and owners alike.

ヒルトンは、140以上の国と地域で数千のホテルを展開する、世界を代表するホスピタリティ企業です。フラッグシップブランドであるHilton Hotels & Resortsをはじめ、Waldorf Astoria、LXR、Conrad、Canopy、Curio Collection、Tapestry Collection、DoubleTree、Hilton Garden Innなど、多様で魅力的なブランドポートフォリオを有しています。

ヒルトンでは、世界中の旅行者一人ひとりに、心に残る体験と温かいおもてなしを提供することを使命としています。グローバルな旅が世界にもたらす影響に共感し、ゲスト、チームメンバー、オーナーすべてに喜びを届けたいと考える方を、ヒルトンの一員としてお迎えしたいと考えています。

 

HOW YOU WILL MAKE AN IMPACT

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

 

ポジションについて

本ポジションは、ヒルトンサプライマネジメント カスタマーエンゲージメント 日本・韓国・ミクロネシア地区担当 マネージャーとして、ヒルトンサプライマネジメント カスタマーエンゲージメント 日本・韓国・ミクロネシア地区担当 シニアマネージャーにレポートします。
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。

主な責務

• HSMを代表し、日本および指定リージョンにおけるAM・BD戦略の実行

• 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

• 経営層レベルの社内外ステークホルダー管理（第三者運営会社との関係構築・管理を含む）

• リード創出から契約交渉、新規顧客オンボーディング、その後のアカウント管理までを一貫して担当

• カスタマーエンゲージメントチームとしてのKPI・目標（売上、収益性、ROIなど）達成

 

What your day-to-day will be like:

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

 

業務内容詳細:

アカウントマネジメント（約60％）

• 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

• 顧客ごとの戦略的アカウントプラン策定、実行、レビュー

• コンプライアンス状況の把握および収益・満足度向上機会の特定

• HSMのAM標準プロセス（SOP）の実行および市場特性に応じた最適化

• Regional Field Ops、カテゴリーマネジメント、戦略・インサイトチームとの密接な連携

• 複数の運営会社・クライアントを同時に管理し、高水準のカスタマーサービスを提供

• 既存・新規顧客に対する継続的な収益機会の創出

• 新規市場の立ち上げおよび収益性確保

 

Business Development (20%)

• 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

 

ビジネスデベロップメント（約20％）

• リード創出活動およびデータベース管理

• 見込み顧客へのHSMの提案およびプレゼンテーション

• 契約交渉および新規顧客獲得

• 営業からアカウントマネジメントへの円滑な引き継ぎ

• 市場・競合分析（日本、韓国、グアム等）

• Salesforceを活用したBD活動の可視化・管理

 

Administrative and Support Activities (20%)

• 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

 

管理・サポート業務（約20％）

• 担当地域におけるHSMと顧客間の業務関係全体の統括

• Salesforce、BirchStreet等、各種システムの活用

• 社内外への情報共有およびプロジェクトサポート

• ベンチマーク分析、提案資料作成

• 請求・支払プロセスのサポート

• 顧客および社内関係者への定期的な情報発信

 

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• 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

It would be useful if you have:

• Manager-level experience
• Experience in a start-up or greenfield environment
• Korean language proficiency
• Experience in hospitality or global corporate environment

 

応募要件

必須要件:

• 大卒相当、または同等の実務経験

• 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）

• KPIに基づいた業績管理経験

• 英語（ビジネスレベル）および日本語（ネイティブレベル）

• Excel（VLOOKUP、ピボットテーブル等）およびMicrosoft 365ツールの実務スキル

• 自律的に業務を推進できる方、リモート環境での業務遂行能力

• 高い対人関係構築力・コミュニケーション力

• 地域内出張への対応（最大約45％）

歓迎要件:

• スタートアップ／新規市場立ち上げ経験

• グローバル企業での実務経験

• ホスピタリティ業界での経験

• 韓国語スキル

 

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

 

ヒルトンで働く魅力

ヒルトンは、「the #1 World’s Best Workplace」に選ばれた世界有数のホスピタリティ企業です。100年以上にわたり30億人以上のゲストを迎え入れ、「ホスピタリティの光と温もりで地球を満たす」ことを使命としています。多様性と包摂性に富んだ企業文化のもと、世界トップクラスの職場環境を提供しています。