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About the Role

API is seeking a Head of Client Delivery to oversee the EMEA region, managing Account Management, Sourcing, and Operations. This role involves building and maintaining client relationships, understanding their needs, and promoting API’s solutions to achieve mutual satisfaction and long-term business success.

Responsibilities

• Execute a client relationship management plan to meet and follow up with clients, ensuring delivery expectations are met and exceeded.
• Understand client operational and technical deliverables to position API’s solutions effectively.
• Acquire a thorough understanding of key customer needs and requirements.
• Expand relationships with existing customers by proposing solutions that meet their objectives.
• Implement marketing strategies, analyzing trends and results.
• Facilitate problem resolution for planning, scheduling, systems, and applications.
• Manage, oversee, develop, and maintain the Account Management and Sourcing functions.
• Directly manage Account Manager/Director and Sourcing Specialist/Supervisor roles.
• Ensure the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances.
• Hold responsibility for the effective on-boarding of new network clients.
• Work with the account management group in the selection of the day-to-day account contact.
• Develop a deep understanding of technology and services commitments in each contract, including SLAs.
• Validate and establish initial budget and forecast.
• Develop trust with a portfolio of major clients to foster long-lasting relationships.
• Ensure the correct products and services are delivered to customers in a timely manner.
• Interact and coordinate with the sales team and other departments working on the same account.
• Resolve issues and problems faced by customers that cannot be resolved by the account management team.
• Deal with complaints to maintain trust.
• Participate in client QBRs as needed.
• Serve as the last escalation point for clients.
• Play an integral part in generating new sales.
• Identify new sales opportunities within existing accounts by up-selling and cross-selling during contract renegotiations.
• Identify optimal contract renewals periods and renew early if necessary.
• Incorporate key lessons learned and opportunities for improvement in new contracts.
• Serve as the key contact for contract renewal negotiations between API and client.
• Focus on securing new API prospects that fit into API’s “ideal customer profile”.
• Hire, train, and manage Account Managers/Directors.
• Be responsible for the development and success of the team.
• Maintain and align with company values, goals, and objectives as “One API”.
• Hire, train, and manage Sourcing Supervisors and Specialists.
• Be responsible for the development and success of the team.
• Maintain and align with company values, goals, and objectives as “One API”.
• Be responsible for overall operational performance.
• Serve as main escalation point for client relationship management.
• Manage strategic initiatives based on business needs and contractual requirements.
• Continuously monitor Key Performance Indicators to ensure excellent service.
• Lead managers and supervisors to resolve operational issues and evaluate the overall impact of delays.
• Provide guidance to Operations Center personnel during regular and irregular operations.
• Lead strategy for contingency planning during operational disruptions.
• Ensure current, accurate information and procedures are utilized.
• Address operations work methods and problems.
• Ensure the team has up-to-date information to carry out their responsibilities.
• Support organizational policies and senior leadership through analysis and suggestions.
• Provide operational input for daily senior management briefings.
• Examine and recommend changes to improve the quality and efficiency of the daily operational plan and execution.
• Coach and mentor Operations team members.
• Maintain open communication with other Client Delivery Vertical Leads on operational status, concerns, and system functionality.
• Perform additional responsibilities if designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO), or Information Assurance Accounting Officer (IAAO).

Requirements

• Experience in sales and providing solutions based on customer needs.
• Proven experience as a key executive in the Hotel, Airline, and/or Technology based industry.
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
• Excellent organizational skills.
• Ability in problem solving and negotiation.
• Ability to effectively manage workload in a fast-paced atmosphere relying on extensive experience and judgment to plan and accomplish goals.
• Solid judgment and leadership skills.
• Shows attention to detail and the ability to produce high-quality work.
• Ability to positively present API in customer-facing situations.
• Loyal, trustworthy, mission-driven, and self-directed with a demonstrated passion for API and a commitment to working collaboratively with a management team of senior professionals.
• Exceptional verbal and written communication skills.
• Impeccable integrity, analytical skills, and a strong work ethic.
• Persuasive presentation skills in both small and large audience settings.

Skills

• Problem Solving/Analysis
• Building Relationships
• Coaching
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

Location

• London, United Kingdom
• Remote

Work Type

• Full-time
• Remote

Experience Level

• Seasoned industry professional
• Supervisory Responsibility

Education Level

• Bachelor’s degree in business administration, sales and marketing or related field

About the Company

• Accommodations Plus International (API) supports a 24/7/365 operation.

Equal Opportunity

• Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
• Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.