Address
Form of workJob no: 516639
Brand: FCM
Work type: Full time
Location: New South Wales
Categories: Corporate & Group Travel
Forming part of the corporate arm of Flight Centre Travel Group (FCTG), FCM Travel Solutions is the business travel partner of choice for large national, multinational, and global corporations. We are an award-winning global corporate travel management company, ranking as one of the top five by size around the world.
About the Opportunity
The purpose of the Account Manager is to drive customer profitability, retention and growth. In addition a focus on delivering customer value and best practice travel programs and to optimise products and services provided to mid-tier customers.
The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, savings, sound account management practices and use of FCM technology, products and services, resulting in retention and growth and a best-in-market customer travel program.
The Sydney-based Account Manager role will manage national and multi-national customers.
What You Will Be Doing:
Commercial
Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our FCM agreement
Identify opportunities for growth including leakage and other markets
Drive customer compliance and growth with directly procured products and services from FCM: air, hotel, car, rail, ground transport, insurance and VIP services
Conduct regular profit and loss reviews of customer
Work with national, regional, global FCM teams to optimise contract opportunities
Relationship
Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer
Monthly touch points with operational team
Conduct yearly R.S.V.P Assessment
Regular communication with national, regional and global FCM offices
Identify and build relationships with key customer stakeholders
Innovation
Keep customer informed of latest FCM products and services
Be an expert in selling the benefits of all product and service opportunities
Quarterly recommendations of innovation into customer program
Implement products and services that enhance customer programs
Provide recommendations to customers on strategic direction of program in respect to all components of the travel program
Collaboration
Develop strong internal and external business relationships
Influence customer to change to deliver value to customer program
Uphold FCTG Values and Philosophies
Work with Operational teams to drive outstanding service delivery to the customer
Develop sound narratives to implement ROI and change
Technical
Standard technical configuration for all technical products
Ensure technical configurations are optimised
Keep customer informed of latest FCM technical products
Utilise CRM systems (Salesforce) to leverage customer communications and document activities
Engage SME to manage and deliver key customer projects
Data Analytics
Create automated schedule of analytics/reporting
Create customised configuration for analytics/reporting platforms (where required)
Analyse customer data and trends and deliver opportunities through analysis
Utilisation of strong narrative to connect analytics to customer benefit
Business Planning
Implement a customised Business Plan that aligns with customer goals
Measure and deliver on business plan outcomes
Complete annual review of customer program and offer savings/efficiency improvements
Conduct yearly VPG with customer
Use of Program Performance scorecard to measure value
Implementation of FCM De-risk strategy to retain customer
Project Management
Manage, influence and deliver key customer projects
Communicate to key stakeholders on key project deliverables
Work with stakeholders to deliver statement of works
Experience:
3-5+ years extensive Customer/Account Relationship Management experience
TMC experience preferred
Strong technical knowledge of FCM systems
Experience in managing national and multi-national accounts
Proficient user of Microsoft products, particularly Excel and PowerPoint
Demonstrated ability to build multi-level relationships
Ability to articulate knowledge about products, services and value proposition to customers
In reward for your commitment and performance you will receive:
On target earnings $90 k +
The opportunity to play an integral role in the growth of the business
Work with Australia’s largest travel retailer
Global career opportunities in a network of brands
We embrace a hybrid workplace with work from home and office options available
Travel discounts on flights, hotels and insurance for you, your family and friends
Thrive in a diverse and inclusive environment
Discounted financial and health services
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia
#LI-CM1
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.
