Direct Channel Executive

About Us:

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We bring together local and global brands in accommodation, transport, activities and payments through a network of 300,000 hotels and 60,000 high‑value clients across 140 source markets. Tech‑driven with a customer‑first philosophy, our commercial teams combine deep market knowledge with a global approach and a local touch. Our people—Team HBX Group—are the heart of the company, encouraged every day to move fast, dream big, and make the difference. We believe that our unique combination of tech + data + people sets us apart.

Job Summary:

The DCS Executive will be part of the Global Support Desk team, responsible for delivering high-quality operational and technical support to partners and clients. This role plays a key part in enhancing partner performance across direct channels by ensuring seamless system operations, optimizing digital tools, and enabling client self-sufficiency through training and ongoing support.

Responsibilities:

• Ensure effective support delivery to partners and clients
• Resolve requests from DCS teams, Smart direct clients, and partners within defined SLAs using the ticketing system.
• Drive optimization of partners’ direct channel performance
• Support hotels in improving their official websites and booking engines to maximize direct revenue.
• Act as the primary operational contact for partners
• Provide first-line support and maintain consistent communication through structured channels (e.g., ticketing systems).
• Enable partner self-sufficiency through training
• Train clients on CRS and CMS tools (including booking engines and website management) to improve their independence and efficiency.
• Maintain and improve system configuration accuracy
• Manage and update CRS elements such as rates, inventory, payment methods, and reservations to ensure business continuity.
• Support digital and web product execution
• Ensure websites and digital tools are updated and optimized, including content, landing pages, email templates, and compliance elements.
• Assist in administrative and operational processes
• Manage partner-related administrative tasks such as invoicing queries, addendum support, and portfolio-related activities.
• Contribute to business support and growth initiatives
• Support the Commercial Operations Manager and contribute to initiatives aimed at improving partner performance.

Qualifications:

• Strong knowledge of hotel online distribution and direct channel management
• Hands-on experience with CRS, Channel Managers, or booking systems (rates, inventory, reservations)
• Experience in customer support or partner relationship management, with the ability to manage requests within SLAs (Atlassian tools preferred)
• Proficiency in Microsoft 365 is required; knowledge of Salesforce and reporting tools is a plus
• Excellent written and spoken English; additional languages are an advantage
• Strong communication skills with high empathy and the ability to influence and engage partners
• Self-driven, resourceful, and able to work independently in a fast-paced environment
• Strong analytical, organizational, and problem-solving skills
• Positive, adaptable team player with attention to detail and a passion for e-travel and hospitality