The Account Management Team Leader (TL) role is to lead and drive the local AM team to ensure customer profitability, retention of accounts and grow the number of services provided to the customer in alignment with strategic objectives and by utilising the FCM’s standard procedures, “One Best Way Customer Experience AM Process” (OBW). The team leader will monitor and measure the effective management of the spectrum of relationships between FCM, the customer, the AM Team and internal stakeholders.
The TL of Account Management will also manage their own portfolio of customers. These clients will be provided with an integrated travel management program in accordance with an agreed service level agreement. The strategic intent of these programs will be to deliver savings through spend leverage, tightened program control and optimum operational services.
Responsibilities:
Implement and maintain the AM OBW Process which drives customer satisfaction, revenue growth and customer retention.
Monitor the financial performance of all accounts managed by team, ensuring margin maintenance/growth.
Communication Systems (One on Ones and Weekly Business Meetings).
Interpret, measure and compare KPIs and P&L at team level (and as it contributes to Area/Nation)
Take charge of onboarding new staff and also on the job training for all team members
When required, drive performance management and performance improvement plans to adjust any attitude, conduct, or performance issues
Ensure client directly procures all products and services from FCM; including air, hotel, car, rail, ground transport, insurance and VIP Services.
Upsell other products and account management services to clients.
Coordination of all departments and functions to deliver a successful travel program (ie. Online Booking Tools, Reporting & Analytics Tools, Operations, Products, Sales, Finance Credit / Payments). For MNC clients the AM will work closely with the Customer Implementation Manager.
Complete a regular assessment/review of the client travel program.
Ensure account activities are tracked in Lighthouse.
Develop and maintain multi-level relationships between FCM and client.
Be the first point of contact for the client’s travel manager or relative key stakeholder.
Work regularly with FCM sales team on new and existing business opportunities.
Utilize salesforce to keep track of account activities and upkeep accounts.
Requirements:
Bachelor degree
Leadership or team management experience
Minimum of 5 years’ experience in a client relationship management (in travel industry is desirable)
Excellent Project management skills
Excellent communication and articulation skill – Fluent English and Japanese language skills
Microsoft Office – Excel, Words, PowerPoint
Solution & Result-Oriented
Client Focused
Strong Business & Commercial Acumen
Comfortable working in a fast-paced environment
Comfortable interacting with senior executives internally & externally
Ability to understand how technology work broadly
Professionalism & Team Player
Ability to work independently
