Client Manager

CTM Bradford is recruiting for a new position in our Client Manager team. The role is hybrid, with the need to work weekly from our Bradford office. It is necessary for the role to have some account management experience, ideally from the travel industry. The process involves DBS and SC checks, kindly refrain from applying if you are not ready to go through these processes. To be eligible for the Security Clearance process, you must have lived continuously in the UK since 5 years. Kindly refrain from applying is that is not the case.

OVERVIEW

The role of the Client Manager is to effectively manage a portfolio of diverse to ensure growth, development and retention. The role requires strong support to all customers, depending upon their individual requirements. The role works across the wider business, in particular Customer Support, Finance and Operations. Total client ownership along with retention and developing new business are all key aspects of this role.

SKILLS & EXPERIENCE

2+ years’ experience in Account Management.

Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.

Confident communicator (written and oral) and a demonstrated ability to work collaboratively and influence a variety of audiences at all levels of internal and external organisations.

A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.

Business acumen, sound decision making, analytical and organisational skills in a fast paced environment; a consultative approach to managing complex client relationships.

Ability to prioritise multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.

Passion about business and dissatisfaction, always thinking of ways to improve/grow clients within own remit.

Strong analytical skills.

Highly resilient –remains calm under pressure.

DESIRABLE

Project management experience would be a district advantage to help manage multiple requests from clients and oversee client implementations and go live.

Key Areas of Responsibility:

 Management and Responsibility for a portfolio of diverse customers, both at customer and contract management level.

 Ensure customer satisfaction is delivered through effective Client management practices.

 Build strong, enduring relationships throughout the customer organisation ensuring engagement at all levels from booker to directors.

 Work collaboratively with the supporting teams to own and resolve customer issues and to provide feedback for technological or service enhancements.

 Plan and develop partnership plans to measure and monitor success or areas for improvement.

 Work with customers and the Business Support team to transition to new contract and frameworks (owning all communication and ensuring robust site testing and planning is delivered.

 Review travel patterns and make suggestions for change to policy caps, to deliver best value for all customers the role is responsible for.

 Participate, devise and plan booker training and engagement sessions across the Crown clients, providing clear feedback post event to continuously improve delivery of the sessions.

 Perform a detailed analysis on customer management information, drawing out key insight to help clients unlock saving opportunities and deliver a return on investment against the contract.

 Work as part of the wider Client Services management function, providing feedback, support and customer insight.

 Keep up to date with travel industry news, market intelligence and competitor activity to aid strategic input into client meetings, internal meetings and workshops.

 Conduct regular meetings (face to face, via video conference), as well as telephone and email communication to aid relationship building. Deliver a clear agenda, action points and meeting collateral, with a clear plan to be implemented against the agreed actions.

 Participate in regular monthly team meetings, by proving a strategic overview of clients and any risks, issues and opportunities.

 Keep the Lead Client Manage and Head of Client Services, fully appraised on the clients within direct control and share opportunities, risks and outputs from meetings.

 Retain business and develop and explore new business opportunities.

CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at EU.DPO@travelctm.com.