Customer Relationship Manager

2 weeks ago

Toronto, Ontario, Canada Independents Full time
Job Description:

Opportunity summary

As a key member of our team, the purpose of this role is to own and nurture relationships with our customers, the agents and agencies, resulting in the retention and growth of the network.

The role is pivotal in the operational delivery of our products and services to the network, maximising commercial returns to our company. The strategic intent of this role is to deliver outstanding customer service, improved efficiencies, market-leading account management practices and use of technology and products & services, resulting in retention and growth across these agents and agencies. This includes building strategy across the entire network of agents and agencies and providing key contributions toward the general strategic direction and business planning.

Responsibilities:
  1. Identify opportunities for value-added sales: Identify opportunities for growth, including leakage and other product opportunities.
  2. Ensure overrides are paid and fees are charged: Ensure overrides are paid and fees are charged per our agreement.
  3. Drive customer commitment and growth: Drive customer commitment and growth, ensuring product and service uptake from air, hotel, car, rail, ground transport, and insurance.
  4. Communicate with customers: Communicate with customers at all levels, in line with Account Management segmentation guide.
  5. Build relationships with key stakeholders: Identify and build relationships with key customer stakeholders.
  6. Build strong relationships with the network: Build strong relationships with the network to ensure open communication.
  7. Deploy strategies for retention and growth: Deploy strategies that ensure retention and growth of the Network; include various touch points throughout the year in line with the segmentation plan and connection and community plan.
  8. Stay abreast of emerging trends: Stay abreast of emerging trends in travel and account management practices to ensure customer delivery is at the forefront.
  9. Keep customers informed: Keep customers informed of the latest products & services.
  10. Implement products and services: Implement products & services that enhance the customer experience.
  11. Measure and deliver on business plan outcomes: Implement a customized Business Plan that aligns with customer goals. Measure and deliver on business plan outcomes.
  12. Complete periodic and annual reviews: Complete periodic and annual reviews of customer programs and offer savings/efficiency improvements in partnership with the customer.

Requirements:

  • 3 years account management experience.
  • Strong travel industry experience.
  • Strong technical knowledge of FCTG systems.
  • Experience in managing large agencies or national and multinational accounts.

What We Offer:

  • Generous paid time off policy.
  • Travel perks/discounts.
  • Health & Wellness Programs and Employee Financial Wellness Services.
  • National/International Award Nights and Conferences.
  • Group benefits including extended health care, dental and vision, gender affirming care, fertility care.
  • Insurance including life, AD&D, critical illness, long term disability.
  • Employee Assistance Program.
  • RRSP/RPP with matching.
  • Tuition Reimbursement Program.
  • Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
  • Global career opportunities in a network of brands and businesses.

Location: Toronto, Canada

Salary Range: $85,000 plus a sales incentive. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

Our Promise: We value an inclusive and supportive workplace which truly reflects the diversity of our society.

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