Job Description

This is a senior role within the business that is customer facing managing the deliverables and the P&L of our premium customers with a spend in excess of $100m per annum. This role is typically a dedicated function and is responsible for managing the overall  customer journey and positive engagement experience within FCM. An enterprise customer is of strategic importance within FCM and as such the EAM role is a high profile one within the business. This role requires an individual who is able to assume full ownership and accountability for the customer success within FCM, has an open and collaborative attitude and as such has the ability to work well across multi functional and multi cultural groups.
 
This individual needs an in depth understanding of change management, project management and engagement strategies along with an indepth knowledge of what makes a programme successful. This individual should have a challenger mindset, and be commercially astute. An experienced account Manager with an excess of 10 years travel experience, they must have a confident manner and demonstrate the ability to lead a team, guide and advise a customer and strategically optimise a large global programme

Responsibility:
To demonstrate an understanding of complex customer requirements and be able to solution and design a nuanced account develop plan accordingly
To work with the customer to develop a global account development plan (ADP) that highlights goals and objectives in a tangible and measurable way.
Ensure an in depth knowledge of the contractual lifecycle, obligations and targets and mirror these within the ADP
Help to drive the programme based on customer goals and objectives across a multinational environment
To provide industry knowledge and expertise for the customer as it relates to their programme and any impact it may have to their programme objectives
To be an effective project manager with the ability to drive multi functional stakeholders across a complex environment to deliver on key objectives
To manage cross country SLA obligations and teams identifying areas of risk to the customer programme and being solutions driven

To provide actionable insights across the travel programme and identify solutions from within the FCM environment to achieve customer goals
To work in conjunction with the Regional teams driving their performance in a way that mirrors the global goals both as they relate to documentation, development plans and customer engagement and reviews
To implement a global communication tree with the regional and local account management teams that ensures all teams are aware of and aligned to customer strategy goals and objectives.  In addition to devising a plan for “no surprises” for the customer stakeholders whereby the FCM Account Management team are the proactive eyes and ears on the ground and are able to identify areas of risk or challenge and ensure that this is highlighted at a regional and global level
To have an in depth knowledge and ability to guide and advise on all aspects of the end to end travel programme as it relates to TMC services
Required Competencies:
Functionally, the ideal candidate must demonstrate advanced levels of
Business acumen and strategic thinking
Analytics and data insight
Negotiation skills
Relationship building
Project management skills
Results driven
Commercial acumen
 
As a leader, they must also demonstrate the following skills:
Leading by example
A strong knowledge on how to grow and develop a team
Focussed on creating a positive environment in which team members can thrive
Being able to perform under pressure
Excellent communication skills
Understanding of cultural IQ