Key Account Manager - Hospitality

COMMERCIAL TEAM

Our Commercial department is full of go-getters, and we’re racing ahead with our longer term vision of sustainability and diversification. This means that we have a number of large and smaller scale initiatives in the works to make Silverstone more profitable, sustainable and a better place to work. We take the birds-eye view to work with the rest of the business to drive commercial sales, form strategic partnerships, evolve our customer experience and identify key areas that are missing from the team. And, there has never been a more exciting time to join as we accelerate into the future.

JOB PURPOSE

The Hospitality Key Account Manager at Silverstone is responsible for managing and nurturing relationships with high-value clients, ensuring the delivery of exceptional hospitality experiences at major motorsport and entertainment events. This role involves acting as the primary point of contact for key clients, developing tailored hospitality solutions, driving client retention, and ensuring satisfaction across Silverstone's hospitality offerings. The position requires a blend of account management, sales, and event coordination expertise.

KEY RESPONSIBILITIES

Client Relationship Management

• Key Client Liaison: Serve as the main point of contact for key accounts, providing personalized support and ensuring their expectations are met and exceeded.
• Building Strong Relationships: Develop and maintain long-term relationships with high-profile corporate clients, sponsors, and VIP guests to ensure repeat business.
• Client Satisfaction: Proactively engage with clients to understand their needs, preferences, and feedback, using this information to improve future experiences.

Sales and Account Growth

• Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell additional hospitality services, such as private suites, exclusive experiences, or event sponsorships.
• Tailored Solutions: Work with the wider sales and marketing teams to tailor bespoke hospitality packages based on the client's requirements, ensuring a premium experience that aligns with Silverstone’s offerings.
• Revenue Targets: Work towards individual and team revenue targets by ensuring consistent account growth and client retention.

Event Coordination and Oversight

• Event Planning: Collaborate with the event management team to plan and execute hospitality experiences tailored to key accounts during major events like Formula 1, MotoGP, and other motorsport or entertainment events at Silverstone.
• On-Site Client Support: Provide on-site support to clients during events, ensuring that all their hospitality needs are met, handling last-minute requests, and resolving any issues promptly.
• Premium Service Delivery: Work closely with catering, operations, to ensure a flawless delivery of services, maintaining Silverstone's reputation for excellence.

Strategic Account Management

• Account Development: Develop strategic plans for each key account, identifying opportunities for deeper engagement and maximizing long-term business potential.
• Contract Renewals: Manage the renewal process for existing clients, ensuring contracts are maintained or expanded.
• Reporting and Analysis: Provide regular reports on key account performance, client feedback, and revenue contributions, along with insights on areas for improvement.

Internal Stakeholder Collaboration

• Cross-Departmental Coordination: Work with the sales, marketing, and operations teams to ensure alignment on client expectations, marketing campaigns, and service delivery.
• Feedback Loop: Communicate client needs and feedback to internal teams to continuously improve Silverstone’s hospitality offerings.
• Marketing Initiatives: Assist in the development of promotional strategies to target key clients, leveraging events and marketing channels to engage and retain high-value clients.
• Increase revenue streams across the wider business channels – cross-selling opportunities for Conferences & events, track hire, SCL leisure Products, events & Escapade.

TEAM RESPONSIBILITIES

• Help to create an environment and proactive culture within the department and support the whole team to achieve their targets.
• Work to achieve an agreed target of revenue both individually and within the MICE Sales team.

PERFORMANCE RESPONSIBILITIES

Performance will be monitored against the following:

Objectives set through the Personal Development Review (PDR) process.

KEY RELATIONSHIPS

• Sales Office Manager
• Head of Sales
• Business Development Managers
• Event delivery teams
• Marketing and Finance
• Customer Services team

KNOWLEDGE, SKILLS AND QUALIFICATIONS

• Client-Centric Focus: Exceptional customer service skills with a passion for exceeding client expectations.
• Sales and Negotiation Skills: Strong ability to negotiate contracts, upsell services, and close deals with high-end clientele.
• Event Management Expertise: Experience in managing or supporting large-scale events, particularly in a corporate or hospitality context.
• Relationship Building: Ability to build trust and maintain strong relationships with senior executives, corporate clients, and high-net-worth individuals.
• Problem Solving: Ability to handle challenges swiftly, ensuring client satisfaction during high-pressure situations such as large events.
• Organisational Skills: Strong multitasking abilities with attention to detail, particularly in managing client requirements and event logistics.
• Minimum 3-5 years in a similar role, preferably in hospitality, events, or account management in the luxury or corporate sector.
• Education: A degree in Hospitality Management, Business, or a related field is preferred, but relevant experience is equally valued.

SUSTAINABILITY

We don’t just look after our team and our fans. We want to look after our world too. We're committed in our responsibility to reach our zero-carbon goal. So, we've adopted greener methods within our workplace, donated more than 20 tonnes of surplus food, and installed over 2,700 solar panels which generates 13% of our venue’s power - with all other energy from 100% renewable sources. Our dedication has earned us Three Star FIA Environmental Accreditation, but this is just the start.