Operational Account Manager LATM

What you will do on your journey with WebBeds.

As an Operational Account Manager for our LATAM region, 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.

In this role you will:

• Build and manage a knowledge management databasefor assigned customers,requirementsand processes, to create a sustainable operating model for the Customer Enablement function.
• Accountmanagea 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 asrequired.
• Provide a bridge between Commercial and Customer Service teams,by developing athorough understanding ofprocessesand the ability to direct the commercial team to the right person who will solve issues where needed.
• Collaborate with Customer Services Leadersto discuss and resolve escalations, common issues and implementnew solutions.
• Lead improvement initiatives in Customer Services based on Commercial team feedback,including proactivelymonitoringand reporting on operational issues, and lead initiatives to implement improvement solutions.
• Conduct regular internal and external service reviews,showcasingCustomer Service performance, highlighting risks,identifyingpotential process improvements and proactively guiding Customer Operations Leadership teams on the continuous improvement agenda.
• Ensuretimelyresolutionsfor issue escalation by collaborating with Customer Services,including both internal and external partners,as well as proactively workingto close complicated and ageing customer service issues.

The skills we would love to see in your suitcase!

• Extensivetravel industry experience, working with Operations, CustomerServiceand/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 Englishand Spanish language skills arerequired.

WebBeds is a global digital travel marketplace for the travel trade, an intermediary connecting hotels and other travel service suppliers to a distribution network of travel buyers all over the world. We connect hotels looking to fill rooms with buyers trying to find rooms. In short, we source bookable content, integrate, aggregate and merchandise that content in our platform, then distribute it to a global network of travel trade buyers, who sell to the travelling public.

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 8.3bn search requests daily, with 17million rooms nights sold in FY24. We deliver amazing outcomes using leading edge technology through innovative and creative thinking; and products help our partners deliver amazing travel experiences, enabling travel the world over.

Some things that make us stand out!

• We are a truly global travel organisation, with a global footprint.
• We have 1200+ people speaking 50+ languages in 120+ cites across 50+ countries.
• We partner with over 500,000 properties in more than 39,000 locations.
• We work with more than 50,000 travel buyers in 140 source markets.
• We have an amazing team delivering valuable outcomes using innovative tech and creative, lateral thinking.

Working at WebBeds

WebBeds is a fast-paced, results-driven business and that is reflected throughout our company, in our technology, product and perhaps most importantly - in our people. Visit 'Careers' for jobs around the world of WebBeds.

Global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products through WebBeds by connecting to a global network of over 50,000 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.

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.

Our operation.

We operate globally through four geographic regions - Europe, Asia Pacific, MEA (Middle East and Africa) and the Americas - with over 2,000 travel professionals working in 120 cities across 50 countries worldwide. WebBeds also operates specialist brands JacTravel DMC and UHl. JacTravel DMC provides tailormade travel arrangements for offline FIT and groups traveling to the UK, Ireland and key mainland European destinations to the international travel trade. UHI is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide.

WebBeds is a travel brand of the Web Travel Group, an ASX 200 listed company (ASX: WEB) operating global digital travel businesses.