About the Opportunity
The purpose of the Key Account Manager is to drive Customer retention, revenue and growth. In addition a focus on delivering customer value and best practice travel programs and to optimise products and services provided to SME customers.
The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, savings, sound account management practices and use of Flight Centre Business Travel (FCBT) technology, products & services, resulting in retention and growth and a best in market customer travel program.
This full time role will manage Flight Centre Business Travel’s strategic SME customers, and can be based in Melbourne.
Commercial
Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our FCBT agreement
Alignment of customer and FCTG commercial goals
Consistent prioritization of correct key business drivers, Retention, Revenue, Growth
Identify opportunities for growth including leakage and other markets
Drive customer compliance and growth with directly procured products and services from FCBT; air, hotel, car, rail, ground transport, insurance and other FCTG offerings i.e. Moneywise, Healthwise, MyBenefits
Relationship
Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer
Bi-monthly touch points with operational team
Maintain Product and Services Audit and Opportunities quarterly
Identify and build relationships with key customer stakeholders
Innovation
Keep customer informed of latest FCBT products & services
Be an expert in selling the benefits of all product & service opportunities
Half Yearly recommendations of innovation into customer program
Implement products & 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
Reporting
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
Business Planning
Develop and execute a light travel cost management business plan, detailing objectives, strategies and measurable targets
Measure and deliver on business plan outcomes
Complete annual review of customer program and offer savings/efficiency improvements
Project Management
Manage, influence and deliver key customer projects
Communicate to key stakeholders on key project deliverables
About You:
3-5 years extensive Customer/Account Relationship Management experience
Strong technical knowledge of corporate travel management systems
Experience in managing national and multinational 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:
OTE $98,000 – $102,000 plus super
Award winning Flight Centre employee benefits: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia
The opportunity to play an integral role in the growth of the business
Ongoing training and development
Career opportunities within a growing global business
Travel discounts on flights, hotels and insurance for you, your family and friends
Thrive in a diverse and inclusive environment
Discounted financial and health services
About Flight Centre Business Travel
Flight Centre Business Travel is a division of Flight Centre Travel Group, offering a Corporate Travel Management solution for businesses. We recognise the pressure that is placed on business people every day, particularly with growing businesses. At Flight Centre Business Travel we help to lighten the load for businesses owners and managers by taking care of their business travel needs. We instil confidence in our clients so that they can rest assured knowing that we will actively work behind the scenes to ensure they have the best fares on flights and best rates on accommodation, using services to suit their needs.
To join a world class team, apply today.