The purpose of the Client Services Account Manager role within the Travel Experiences Operations team is to ensure the successful operational management of a key business client in the EMEA region.
The role ensures that clients are smoothly on-boarded into the Collinson programmes; that once established the clients are fully supported with any changes they may need, disputes or complaints they may have and that regular client billing processes are supported.
What you get:
Opportunity to join a leader in their field
25 days holiday
Private Medical Insurance
Priority Pass (Airport Lounge access programme)
Discounted Travel insurance
Excellent opportunity to progress
What you will do:
Perform the daily activities associated with regional EMEA clients
On-boarding of clients to agreed implementation specifics and timelines;
Production of membership and visit billing information;
Investigation of disputes and complaints and resolution to a satisfactory outcome;
Creation and distribution of account information, management information and reporting;
Maintenance of the client program, adding card holders, renewing card holders, creating whitelists and blacklists.
Communicate with Clients on a regular basis and respond to specific queries and requests.
Identifies when account management issues should be escalated internally
Contribute to weekly / monthly & quarterly meetings with key stakeholders & client
Coordinate with Commercial teams for handover of new Clients for the on-boarding process.
Work towards meeting SLA’s and KPI’s with team in alignment to account MSA.
Skills and Experience:
Experience working in a client facing account management role.
Engage and communicate across diverse internal & external audiences.
Ideally educated to a Degree level
High level of numeracy and computer literacy (MS Office).
Proficient in Russian language would be advantageous
Commercially aware with a passion for efficiency and high quality operational delivery.
Likes to work proactively to tight deadlines, in a dynamic environment.
Collaborative in approach.
Shows appreciation & understanding of wider business functions and how departments link together.
Ability to identify and support in resolving complex issues