Direct Channel Specialist

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

About Us

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We bring together global and local brands across accommodation, transport, activities, and payments through our network of 300,000 hotels and 60,000 hard‑to‑reach, high‑value clients in 190 source markets. We are tech‑driven, customer‑centric, and powered by the strength of our people — Team HBX Group — who move fast, dream big and make the difference every day.
Our unique blend of technology + data + people, combined with our “global approach, local touch” mindset, is what truly sets us apart.

Job Summary

The Digital Client Success Specialist (DCS) serves as the primary point of contact between clients and Roiback. The role is responsible for driving revenue growth across a portfolio of hotel clients by optimizing their direct online sales channels and digital marketing strategies. The DCS acts as a trusted advisor, providing expertise on digital marketing trends, revenue optimization, competitiveness, and profitability while ensuring an exceptional level of customer service and client satisfaction.

Key Responsibilities

• Partner with clients to define account objectives, performance targets, and growth strategies.
• Monitor and review account performance to ensure agreed sales targets and service levels are achieved.
• Conduct regular assessments of clients' digital marketing activities and direct channel performance, identifying opportunities for optimization and revenue growth.
• Develop, implement, and monitor action plans to maximize direct bookings and overall commercial performance.
• Provide strategic advice on digital marketing initiatives, including:
  • Promotional campaigns
  • Email marketing
  • Search Engine Marketing (SEM)
  • Affiliate marketing
  • Other customer acquisition channels
• Advise clients on pricing strategies and revenue management initiatives to improve direct channel results.
• Introduce and support the implementation of new Roiback products, services, and value-added solutions.
• Act as the client's main point of contact, managing requests efficiently and coordinating with internal teams to ensure timely resolution of issues.
• Build and maintain strong client relationships through regular meetings, calls, and on-site visits.
• Continuously evaluate client satisfaction, business needs, and opportunities to increase loyalty and long-term partnership value.
• Prepare and deliver performance reports, recommendations, and progress updates to clients and stakeholders.

Skills & Experience

• Strong account management and client relationship management skills.
• Excellent communication and presentation abilities.
• Commercial mindset with the ability to identify revenue growth opportunities.
• Strong analytical and problem-solving skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Customer-focused approach with a commitment to delivering high-quality service.
• Excellent organizational and project management skills.
• Previous experience in Account Management, Client Success, Digital Marketing, Revenue Management, Hospitality, or a related commercial role.
• Experience working with online marketing channels such as SEM, email marketing, affiliate marketing, or digital campaigns.
• Experience managing customer portfolios and delivering performance-based results.
• Knowledge of the hospitality, travel, or hotel technology sector is highly desirable.

At HBX Group, we believe diversity fuels innovation and strengthens our mission to make travel a force for good. We are committed to creating an inclusive workplace where everyone feels valued and respected. Join us and help shape a future where diversity and equal opportunities truly make a difference.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.