Job Description

 
General Information

Job title:

FCM- KEY ACCOUNTS MANAGER (KAM)

Purpose:

 
To manage the business relationship between Travel Company and the client and to assist the clients in managing their total Travel expenditure whilst controlling costs and returning minimum required company profit. As the focal point of contact for each portfolio client, the role is to understand and manage each individual client’s objectives, using company account management strategy, tools and products.
The individual must be accountable for retaining and developing our national accounts and identifying potential incremental business opportunities, the role includes the development of formal plans for continuous improvement and measurement in terms of travel management goals and objectives, customer service delivery and client relationships.

Primary duties and responsibilities (KRAs)

Be the company owner of the client business relationship and ensure that all company account management products and technology tools are used for maximum benefit and demonstrated added value.
Build and maintain effective working relationships with key procurement executives, travel bookers, travellers and preferred
Conduct detailed and effective implementation programmes within agreed timeframes. Liaise with other departments to ensure all client specific information and rates are loaded into system prior to start up.
Communicate client’s objectives and unique requirements to TM’s, Finance, and IT teams on an ongoing and regular basis. Give specific feedback after formal client reviews.
Resolve escalated customer service issues and ensure service shortfall procedures are received, interpreted and presented to clients and reviewed with the TM’s.
Conduct client satisfaction surveys, analyse results and give feedback to client and TM’s. (Action Plans)
Develop client communication strategies to keep clients abreast of industry related changes and innovations.
Organise and conduct seminars and educational for travel bookers.
Participate in new business presentations.
Maintain accurate database of client contacts, including secretaries and travel bookers, Contract Managers and Senior Managers.
Develop and provide detailed and effective Business Plans to deliver client objectives and expectations as per client segmentation.
Consult and Implement technology solutions with clients in particular On Line Booking,  Electronic Invoicing Etc.
Implement strategies for measurement of service delivery and cost savings achievements against industry and contractual benchmarks
Manage and deliver all clients reporting requirements, financial, service levels and customer service delivery.
Prepare and present quarterly Client Reviews, highlighting our achievements both in terms of direct and indirect added value. Demonstrate financial and customer service benefits. Use MI data or client surveys to monitor and measure client/company performance against agreed objectives, including average ticket price, by carrier, by destination, by division support for supplier deals in place (carrier, route, and hotel) compliance to travel policy and preferred suppliers discount airfare usage savings missed and achieved.
Service Level Agreements – Measure, analyse and review performance with client and TM’s.
Benchmark client’s supplier arrangements against industry and other client specific best in class levels.
Negotiate, recommend and implement new deals to achieve greater savings for the client.
Utilise and update Lighthouse for all clients
Use exception reporting to monitor and manage compliance to clients travel policy.
Maximise profit and identify opportunities for incremental revenue growth, including conference and incentive travel and the introduction of new divisions, subsidiaries and countries.
Keep a constant vigil on the payment outstanding status of the account and alert the stake holder on any overdue / process change / client in arrears / co-ordinate to bring the payment outstanding under the agreed terms.
 

Hierarchy:

 
Account Management Leader

Key communication and relationships:

Internal: Consultants, Team Leaders, Area Leader, GM
External:  Clients and suppliers
 

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

Experience:

3 years CRM Experience minimum
Experience looking after accounts with a minimum spend of R100m
Experience looking after accounts part of a multinational programme

Other:

Location:

Johannesburg

Travelling:

As per business needs

Office hours:

TBC

Additional:

N/A