AddressPurpose of the Role
Serve as the primary contact for building and maintaining a long-term and profitable business relationship between CWT and designated portfolios of national and/or multi-national clients providing project management, leadership and direction in order to retain, expand and develop travel programs within the assigned client portfolio.
This requires a focus on optimizing the client value from its travel programs, while ensuring targets are achieved for both client and CWT. The up-selling of additional products, services and markets to the account is an integral part of this role.
Main Responsibilities
- Client portfolio
o Manage relevant accounts taking care of Customer Management at country, sub-regional or multinational level
- Client Activity
o Own and build the relationship with a defined base of local/multinational clients and work collaboratively with them to drive results for their travel program and CWT
o Set up business rhythm including business reviews both internally and externally with agreement from customer. Leverage CWT tools and relay relevant communication and updates in a timely manner
o Maximize client satisfaction and mitigate risks. Monitor client satisfaction indicators and adherence to SLA
o Deliver insight & actionable recommendations to the customer, leveraging CWT resources (RCE, PM Effectiveness) and tools (e.g. CWT AnalytIQ's).
- Optimize Client Relationship
o Support a bid avoidance strategy or strategy to win, 18 months before end of contract end or sooner by taking the following actions: Intelligence gathering, review of relationship mapping, voice of the customer feedback and identification of customer pain points along with previous contract execution and delivery and a review of current financial health and fees
o Build a compelling RFP proposal where appropriate with support from multi-functional teams. Follow CWT process and seek necessary validation when required. Present to client in coordination with other functional teams and senior team members /stakeholders when required
o Frequent engagement with the customer to understand how CWT can bring value and mapping the CWT value proposition to client's needs to enable revenue generating activities such as upselling new offerings or cross-selling core offerings such as Hotel or Meetings & Events
- Negotiation and Implementation
o Support the local/multinational sales team in new business negotiations associated for assigned accounts whenever required, with activities such as introduction to prospects and sharing experiences/ data trends and/or best practices with prospective customers
o Support new local /multinational account implementation for assigned accounts including:
- in partnership with the implementation team check in on implementation progress and provide guidance as needed
- execute required communication and change management with the client
- train the client in the acquired CWT products (myCWT, CWT Messenger, Price Tracker, AnalytiQs)
- schedule further training as needed
- work with implementation team on Sales handover aligning contractual obligations
- Client Consultation
o Partner with the customer to fully understand their traveler needs and company imperatives in order to determine exactly the right mix of services to take care of the customer employees and help them achieve their business goals
o Deliver tangible cost savings for the client program through boosting compliant behavior by client travelers at the point of sale
o Provide insight, performance benchmarking and recommendations to the customer. Use industry best practice from inside and outside CWT, along with peer benchmarking and opportunity analysis to provide unique and actionable insight that drive values and incremental savings
o Regularly review progress and program adoption through focus groups and data in order to make adjustments to improve the client's travel program
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Qualifications
Experience and Education:
- Experience
o 3 years' experience managing customer's accounts
o Strong influencing and negotiation skills
o Ability to; read and understand contracts and service agreements, read and identify opportunities in customer, P&L, budget and performance indicators
o Ability to work effectively both independently and collegially within a multicultural environment
o Highly customer service orientated
o Knowledge of travel industry and market nuances (is a plus)
o Education: Tertiary education
- Languages
o English fluent, written and oral
o Foreign language skills are desirable
- Knowledge, skills and abilities (KSAs)
o Leadership
o Passion
o Caring
o Integrity
