London

30th November

PURPOSE OF THE ROLE:

Working with a large portfolio of high-profile prestigious client accounts, with a small yet significant travel programme, to create a collaborative, long term business relationship on a 12- month contract. Adopting a proactive approach to client management that enables us to fulfil the customer needs; demonstrating the quantifiable benefits of a managed travel programme whilst upholding high professional standards and the Reed & Mackay ethos.

KEY RESPONSIBILITIES TO CLIENT

  • Develop a progressive relationship which is multi-level and cross functional, from implementation through to maintenance of the contract
  • Implement a business telephone review process for each client to manage the multiple and integrated facets of their travel programme and drive their corporate objectives
  • Deliver Return on Investment (ROI) through hard cash benefits and ‘soft value added’ benefits to include:
  • Process improvement
  • Supplier negotiations
  • Cost savings performance and policy compliance
  • Communication strategy
  • Monitor service performance against productivity metrics to ensure suitable resourcing of the account in line with corporate and client objectives
  • Monitor service delivery standards, ensuring they are maintained and adhered to
  • Provide meaningful policy recommendations to the client based upon the interpretation and analysis of timely travel management data, using marketplace information and Industry knowledge
  • Develop customer focused solutions that respond to clients’ changing needs
  • Introduce technology innovation and Reed & Mackay’s solutions to improve processes e.g:
  • Online booking tools e.g. R&M Book or Concur
  • Client portal
  • Mobile travel manager
  • Data validation
  • Coordinate regular update meetings, quarterly review meetings and annual review meetings with agendas according to client/Reed & Mackay’s needs.
  • Keep abreast of marketplace and industry changes to form an understanding and be able to assess the impact to clients
  • Ensure an active communication programme is implemented to reach a wide audience within the client organisation
  • Prioritise projects to match customer needs and expectations

KEY RESPONSIBILITIES TO REED & MACKAY

  • Attend team meetings, social events, company conferences and meetings
  • Implement strategies and initiatives to generate new business opportunities for self, team and Reed & Mackay
  • Ensure active communication with colleagues and suppliers
  • Regularly report to the Head of Account Management, including escalating matters
  • Monitor customer growth and identify when an account should move to an Account Manager
  • Support the Sales Team with input at new client meetings
  • Assist with transition of new business from Sales to Account Management

KPI:

  • Explore opportunities for upselling products, to meet clients’ needs
  • Provide commentary and explanations to support management information reports for top 25 accounts
  • Ensure contracts are in place and manage to contract terms
  • Identify short-term and long-term objectives for the Client Travel Programme, including measurements and timelines
  • Create bid avoidance plans to ensure client account retention
  • Ensure billing is accurate, on time and compliant to the client agreement
  • Identify all opportunities for programme growth

 SKILLS, KNOWLEDGE AND EXPERIENCE

  • Able to deal with different levels of client contacts e.g. PAs, travellers and budget holders
  • Good communication and interpersonal skills
  • Prior experience of working in the travel industry would be an advantage, but not essential
  • Negotiation skills
  • Innovative / Proactive
  • Customer focused
  • Analytical skills e.g. Excel
  • Working knowledge of MS Office