About Us
HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard-to-reach high-value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course, we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.
Job Summary
The Account Management Specialist is a key client-facing role within Transfers, responsible for managing client relationships, monitoring account performance, and driving service improvements. The role ensures effective governance, proactive escalation management, and continuous improvement initiatives to enhance service quality, reduce complaints, and support client retention. Through regular performance reviews and strategic client engagement, the Account Management Specialist helps maintain client confidence and deliver operational excellence.
Key Responsibilities
- 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.
- Identify risks and drive continuous improvement across assigned accounts.
Skills & Experience
- 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.
- Strong analytical and problem-solving skills with a data-driven approach.
- Experience monitoring and improving KPI performance.
- Excellent communication, presentation, and influencing skills.
- Strong organisational skills with the ability to manage multiple priorities.
- Proficiency in Microsoft Excel and PowerPoint.
- Customer-focused mindset with a commitment to service excellence and continuous improvement.
At HBX Group, we believe that diversity drives innovation and makes travel a force for good.
We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.