Market Coordinator – Key Accounts
Sector: Travel and hospitality technology
Location: Fully remote; London or Berlin base
Pay: £19.23–£24.03 per hour
Contract: Temporary assignment; dates to be confirmed
Hours: 40 hours per week
About the role:
We’re looking for an experienced Market Coordinator to support the Key Accounts team at a leading global travel platform.
You’ll manage high-value host enquiries and escalations, acting as a key point of contact between accommodation partners and internal teams. Taking ownership of issues from initial enquiry through to resolution, you’ll deliver clear communication, investigate complex problems and maintain a high standard of service.
Your work will help improve host satisfaction, streamline support processes and enable Key Account Managers to focus on strategic account growth.
Key responsibilities:
- Provide dedicated host-facing support to the Key Accounts team, managing sensitive and time-critical enquiries.
- Take ownership of issues from initial investigation through to resolution, keeping hosts informed throughout.
- Research complex cases, working with internal teams to identify appropriate solutions.
- Triage and assign escalation tickets, recommending actions to support efficient resolution.
- Respond promptly and accurately to email enquiries, meeting agreed service-level response times.
- Develop a thorough understanding of company policies, support procedures and brand risk considerations.
- De-escalate challenging situations professionally, including when the outcome does not meet a host’s expectations.
- Work proactively with hosts to improve listing quality and support an increase in five-star bookings.
- Build effective relationships with Key Account Managers, regional teams and other internal stakeholders.
- Share recommendations to improve processes and the host experience.
- Support local market events when required.
Required skills and experience:
- At least four years’ experience in customer support or account management.
- Experience handling high-value, complex and time-sensitive customer enquiries.
- Fluent English, with excellent written and verbal communication skills.
- Strong active listening, problem-solving and conflict resolution skills.
- Ability to investigate issues, assess information and exercise sound judgement.
- Experience managing multiple priorities in a fast-paced environment.
- A track record of meeting or exceeding agreed service-level response times.
- Strong organisational skills and attention to detail.
- Confidence working independently and collaborating across teams.
- Proficiency with Salesforce and Google Workspace.
Desirable experience:
- Spanish and/or French language skills.
- Experience in hospitality, travel or accommodation services.
- Familiarity with Jira.
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Marketing Coordinator – 37756249 employer: Career Moves Group
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