Director, Account Management

📌 Core Information

🔹 Job Title: Director, Account Management

🔹 Company: Hilton

🔹 Location: Addison, Texas, United States (Remote OK)

🔹 Job Type: Full-Time

🔹 Category: Hospitality

🔹 Date Posted: April 9, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site/Hybrid (Remote OK)

🚀 Job Overview

Key aspects of this role include:

• Serving as the primary contact for a key customer account's leadership team
• Leading a cross-functional procurement team to maximize value for the customer
• Collaborating with suppliers and HSM category managers to support strategic initiatives
• Providing guidance to hotel operations teams on procurement processes and supplier performance management
• Contributing to strategic business reviews with the customer and suppliers

ASSUMPTION: This role requires a high level of customer interaction and team leadership, with a focus on strategic planning and execution.

📋 Key Responsibilities

✅ Serve as the primary contact for the customer's leadership team, coordinating with their procurement and operations teams

✅ Lead a cross-functional procurement team, ensuring they have the resources and information needed to succeed

✅ Promote program participation through reporting, coaching, and business reviews for important ownership groups

✅ Be HSM's lead contributor to strategic business reviews with the customer and suppliers

✅ Travel approximately 25-50% of the time

ASSUMPTION: This role involves frequent travel and requires strong communication and organizational skills to manage multiple streams of business.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Hospitality, or a related field (or equivalent experience)

Experience: Ten (10) years of work experience in customer relations/customer service

Required Skills:

• Proven experience analyzing information to make data-based business decisions
• Experience delivering presentations to executive-level stakeholders
• Ability to balance multiple streams of business
• Willingness to travel approximately 25-50% of the time

Preferred Skills:

• Experience in procurement/supply chain-related roles
• Experience leading teams/direct reports
• Three (3) years of hospitality industry experience in multiple positions/roles
• F&B, Rooms, or Engineering on-property experience

ASSUMPTION: While a degree is preferred, equivalent experience will be considered. Relevant industry experience is highly valued for this role.

💰 Compensation & Benefits

Salary Range: $120,000 - $190,000 per year (based on experience and location)

Benefits:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Employee stock purchase program with a 15% discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through the Employee Assistance Program
• Paid Time Off (PTO)
• Medical, dental, and vision coverage
• Life insurance, short-term, and long-term disability insurance
• 401(k) savings plan
• Paid holidays and floating holidays
• Flexible spending accounts, health savings account, and pre-tax commuter benefit
• Employee assistance program, care coordination program, legal services program, and educational assistance program
• Adoption assistance, backup childcare program, and travel discount

Working Hours: Full-time, typically Monday-Friday, with some flexibility based on team and customer needs

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles. Benefits are subject to terms and conditions of the plans.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitality. Hilton is a leading global hospitality company with a diverse portfolio of world-class brands, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, and more.

Company Size: Large (5,001-10,000 employees). Hilton offers a vast network of resources and opportunities for professional growth.

Founded: 1919. Hilton has a rich history and a strong reputation in the hospitality industry.

Company Description:

• Hilton is committed to filling the earth with the light and warmth of hospitality, welcoming more than 3 billion guests in its 100-year history.
• The company is dedicated to offering leadership development opportunities and programs through every step of a Team Member's career journey.
• Hilton is consistently named among the World's Best Workplaces and is proud to offer an award-winning workplace culture.

Company Specialties:

• Hotel and resort management
• Convention centers and meeting spaces
• Timeshare and fractional ownership
• Loyalty programs and rewards

Company Website: https://jobs.hilton.com/us/en

ASSUMPTION: Hilton's extensive global presence and brand recognition make it an attractive employer in the hospitality industry.

📊 Role Analysis

Career Level: Mid to Senior level. This role offers significant responsibility and the opportunity to make a substantial impact on the customer account's success.

Reporting Structure: This role reports directly to the Senior Director, Account Management, within Hilton Supply Management (HSM).

Work Arrangement: This role is based at one of Hilton's corporate offices in Dallas, TX, McLean, VA, or can be Remote. It requires approximately 25-50% travel.

Growth Opportunities:

• Potential to advance to a senior leadership role within HSM or Hilton's broader organization
• Opportunities to work with and learn from experienced hospitality professionals
• Chance to gain exposure to various aspects of the hospitality industry, including procurement, supply chain, and customer relations

ASSUMPTION: This role offers a clear path for career progression within Hilton's organization.

🌍 Location & Work Environment

Office Type: Corporate office environment with a hybrid or fully remote work arrangement available.

Office Location(s): Addison, Texas, United States; McLean, Virginia, United States

Geographic Context:

• Addison, Texas, is a suburb of Dallas, offering a mix of urban and suburban living with a lower cost of living compared to major cities
• McLean, Virginia, is located in the Washington, D.C. metropolitan area, providing access to numerous cultural attractions and historical sites
• Both locations offer a diverse range of housing options, dining, and entertainment

Work Schedule: Full-time, typically Monday-Friday, with some flexibility based on team and customer needs

ASSUMPTION: The work environment is dynamic and fast-paced, with a focus on collaboration and teamwork.

💼 Interview & Application Insights

Typical Process:

• Online application and resume submission
• Phone or video screening with a member of the HSM team
• In-depth behavioral and situational interview with the hiring manager and/or other HSM team members
• Final interview with the Senior Director, Account Management
• Background check and offer extension

Key Assessment Areas:

• Customer relations and service skills
• Data analysis and decision-making abilities
• Presentation and communication skills
• Leadership and team management capabilities
• Strategic planning and execution

Application Tips:

• Tailor your resume to highlight relevant experience in customer relations, data analysis, and leadership
• Prepare examples of how you have balanced multiple streams of business and managed supplier relationships
• Research Hilton's company culture and be prepared to discuss how your values align with the organization's

ATS Keywords: Customer Relations, Data Analysis, Presentation Skills, Procurement, Supply Chain Management, Team Leadership, Hospitality Industry Experience, Supplier Performance Management, Strategic Planning, Cross-Functional Collaboration, Problem Solving, Coaching, Business Reviews, Stakeholder Engagement, Resource Management, Operational Support

ASSUMPTION: Hilton's application process is designed to assess candidates' skills and cultural fit for the role and the organization.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics 365)
• Data analysis and visualization tools (e.g., Excel, Tableau, Power BI)
• Project management tools (e.g., Asana, Trello, Microsoft Project)
• Video conferencing tools (e.g., Zoom, Microsoft Teams)

ASSUMPTION: Proficiency in relevant software and tools is essential for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Hospitality
• Integrity
• Leadership
• Teamwork
• Ownership
• Now

Work Style:

• Collaborative and team-oriented
• Fast-paced and dynamic
• Focused on delivering exceptional customer service
• Committed to continuous improvement and innovation

Self-Assessment Questions:

• Do you thrive in a fast-paced, collaborative environment?
• Are you comfortable managing multiple streams of business and balancing competing priorities?
• Do you have a proven track record of delivering exceptional customer service and driving results?

ASSUMPTION: Hilton values candidates who embody their core values and can thrive in a dynamic, team-oriented work environment.

⚠️ Potential Challenges

• Managing multiple streams of business and balancing competing priorities
• Travel requirements (approximately 25-50% of the time)
• Working with diverse teams and stakeholders, both internally and externally
• Adapting to a fast-paced and dynamic work environment

ASSUMPTION: These challenges require strong organizational skills, adaptability, and a customer-focused mindset.

📈 Similar Roles Comparison

• This role is unique in its focus on customer account management within the hospitality industry
• Similar roles in other industries may focus on vendor management or strategic sourcing, rather than customer relations
• Career progression in this role may lead to senior leadership positions within HSM or Hilton's broader organization

ASSUMPTION: This role offers a unique blend of customer relations, strategic planning, and team leadership within the hospitality industry.

📝 Sample Projects

• Developing and implementing a customer-specific procurement strategy to maximize value for the customer and HSM
• Leading a cross-functional team to optimize supplier performance and improve customer satisfaction
• Collaborating with the customer's leadership team to identify and address critical supply chain issues

ASSUMPTION: These projects demonstrate the role's focus on strategic planning, team leadership, and customer relations.

❓ Key Questions to Ask During Interview

• How does this role fit into Hilton's broader organizational structure and long-term goals?
• What are the most significant challenges facing the customer account, and how can this role address them?
• How does Hilton support the professional development and growth of its team members in this role?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Hilton measure success for this role, and what are the key performance indicators (KPIs)?

ASSUMPTION: These questions demonstrate a candidate's interest in the role, the organization, and their long-term career growth.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume to highlight relevant experience in customer relations, data analysis, and leadership
• Prepare a cover letter that explains your interest in the role and how your skills and experience make you a strong fit
• Prepare examples of how you have balanced multiple streams of business and managed supplier relationships
• Follow up with the HSM team one week after submitting your application to inquire about your application status

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.