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Form of workForming 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 Melbourne-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 $100 k +
- Flexible and blended work arrangements
- Generous travel discounts on flights, hotels, cruises and travel insurance for you, your family and friends
- Regular awards nights, social events, and the opportunity to attend our Global conferences (Lisbon in 2024)
- Ongoing training and personal development
- Discounted health insurance with BUPA plus other financial, wellness and exclusive retail services
- Paid parental and volunteer leave
- Employee share plan
- Access to internal 24/7 gym and EOT facilities
- Global career opportunities in a network of brands in over 20 countries
- Mental health support and Employee Assistance Program for staff and family
- Proud diversity and inclusion practices, and Corporate Social Responsibility program supporting the environment and nominated charities through Workplace Giving, volunteering and fundraising
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.
