Operational Account Manager - NAM

About WebBeds

Launched in 2013, WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers, aggregates and merchandises that content in the WebBeds platform, then distributes it to its global network of travel trade buyers, who sell to the travelling public.

Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue.

Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they can search, shop and book online through one of WebBeds trade only booking sites.

WebBeds operates globally through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas - with over 1,900 travel professionals working in 120 cities across 50 countries worldwide. 

Find out more about the WebBeds business at www.webbeds.com

WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

How will you make an impact?

 As an Operational Account Manager for our LNAMregion, you will be a key point of contact for internal and external escalations related to key accounts and/or business critical situations. The role holder will account manage a portfolio of select clients, proactively looking for ways to improve service and relationships, as well as establishing trusted relationships with their assigned account, functioning as the voice of the customer within the Customer Service Organisation.  

This role requires someone who is a strong operator with advanced knowledge of customer service best practices and the impact that great customer service can deliver. The role holder will focus on establishing close relationships with the BAU Customer Service teams as well the commercial teams across the WebBeds business. This is a fully remote position, but the availability to travel is a must. 

Key Responsibilities: (The ideal candidate will be based in Argentina however we welcome all applicants from LATM)

• Account manage a portfolio of assigned key clients. The role holder will be aware of all ongoing issues with their clients and support commercially sound solutions by working with internal and external stakeholders as required.  

• Ensure timely resolutions for issue escalation by collaborating with Customer Services, including both internal and external partners, as well as proactively working to close complicated and ageing customer service issues.  

• Lead improvement initiatives in Customer Services based on Commercial team feedback, including proactively monitoring and reporting on operational issues, and lead initiatives to implement improvement solutions. 

• Collaborate with Customer Services Leaders to discuss and resolve escalations, common issues and implement new solutions. 

• Provide a bridge between Commercial and Customer Service teams, by developing a thorough understanding of processes and the ability to direct the commercial team to the right person who will solve issues where needed.  

• Conduct regular internal and external service reviews, showcasing Customer Service performance, highlighting risks, identifying potential process improvements and proactively guiding Customer Operations Leadership teams on the continuous improvement agenda.  

• Build and manage a knowledge management database for assigned customers, requirements and processes, to create a sustainable operating model for the Customer Enablement function.  

• Own and manage escalations for key accounts and/or critical situations, ensuring these are resolved and reported back to the commercial team in a timely manner.  

The skills we would love to see in your suitcase!

• Extensive travel industry experience, working with Operations, Customer Service and/or Commercial teams 

• Ability to work under pressure and to tight deadlines. 

• Willingness and ability to take ownership for decisions. 

• Excellent Communication and Stakeholder Management skills. 

• Project Management skills highly desirable. 

• Advanced Microsoft office skills. 

• Fluent English and Spanish language skills are required. 

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow, influence & impact change
• Disruptive, fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation