Marketing Coordinator

Market Coordinator – Key Accounts Sector: Travel and hospitality technology Location: Fully remote Pay: £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.