Job Description

About the Opportunity
The purpose of the Key Account Manager is to drive customer profitability, retention and growth. In addition a focus on delivering customer value and best practice travel programs and to increase and optimise the number of services provided to large market, high touch, and strategic national, regional and global customers. 
The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, consolidation, savings, best in market account management practices and use of FCM technology, products & services, resulting in retention and growth and a best in market customer travel program. Customer programs will be built on agreed national, regional and global requirements whilst taking into consideration local market diversities.
The Key Account Manager role will manage national, strategic, large and multinational customers.
What You Will Be Doing:
Commercial
Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our FCM agreement
Identify opportunities for growth including leakage and other markets
Drive customer compliance and growth with directly procured products and services from FCM: air, hotel, car, rail, ground transport, insurance and VIP services
Conduct regular profit and loss reviews of customer
Work with national, regional, global FCM teams to optimise contract opportunities
Ensure agreed customer deliverables are being met
High level understanding of customer commercial opportunities to maximise revenue
Relationship
Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer
Monthly touch points with operational team
Conduct yearly R.S.V.P Assessment
Regular communication with national, regional and global FCM offices
Identify and build relationships with key customer stakeholders
Build strategic customer relationships to develop business opportunities and to influence change
Connect senior executives of customer with key senior stakeholders at FCM and Flight Centre Travel Group (FCTG)
Build and maintain relationships with C suite
Innovation
Keep customer informed of latest FCM products and services
Be an expert in selling the benefits of all product and service opportunities
Quarterly recommendations of innovation into customer program
Implement products and services that enhance customer programs
Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance bench-marked to like customers
Detailed innovation roadmap for all customers
Engage with senior FCTG tech leaders to help drive technology innovation within 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
Utilisation of global tools to collaborate with stakeholders in multiple markets (where required)
Provide deep insights to customer programs that deliver enhanced value
Technical
Customised technical configuration for all technical products (where required)
Ensure technical configurations are optimised
Keep customer informed of latest FCM technical products
Utilize CRM systems (Salesforce) to leverage customer communications and document activities
Engage SME to manage and deliver key customer projects
Work with senior technology leaders to deliver outcomes to customer
Data/ Analytics
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
Utilisation of strong narrative to connect analytics to customer benefit
Use and selling of benchmark data products to customers
Develop compelling recommendations and solutions that align with the clients Procurement Category Plan
Business Planning
Implement a highly customised and focused Business Plan template that aligns with customer goals
Measure and deliver on business plan outcomes
Complete annual review of customer program and offer savings/efficiency improvements
Conduct yearly VPG with customer
Use of Program Performance scorecard to measure value
Implementation of FCM De-risk strategy to retain customer
Clearly articulate ROI on business plan outcomes
Challenge and influence customer to take up program recommendations
Conduct a yearly Magnify with customer
Project Management
Manage, influence and deliver key customer projects
Communicate to key stakeholders on key project deliverables
Work with stakeholders to deliver statement of works
Excellent understanding of project management framework
Integrate business goals into project scope and deliverables
Experience:
Minimum 8 years’ extensive Customer/Account Relationship Management experience
Experience in managing large accounts
Demonstrated ability to build multi-level relationships
Ability to articulate knowledge about products, services and value proposition to customers
Corporate B2B service experience
In reward for your commitment and performance you will receive:
The opportunity to play an integral role in the growth of the business
Work with Australia’s largest travel retailer
Global career opportunities in a network of brands 
We embrace a hybrid workplace with work from home and office options available
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
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia