Account Manager
3 weeks ago
We are working with a reputable Travel Group, who are looking for an Advisor Success Manager to join their team, based in the heart of London.
As an Advisor Success Manager, you will be critical to the professional development, growth and retention of the companies' leisure advisors and clients. You will be responsible for the onboarding of the leisure Advisors, and be their customers account manager supporting the Independent Advisors by using your data insight, industry knowledge, depth of understanding of the resources provided by the company and travel technology to consult and apply best practices, improve workflow, improve adoption of tools, identify incremental revenue opportunities, and develop short- and long-term business plans.
Job Responsibilities:
Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone, calls, emails and in person meetings
Develop personal, solid, consultative relationships with each Independent Advisor within your portfolio.
Intimately understand each Advisor's business drivers to be able to develop tactical strategies for growth
Design deliverables to keep Advisor and their clients engaged. Deliverables include portfolio reviews, technology, travel tool & professional development education, best practice consultation and application and business plan development and execution.
Acts as a Trusted Mentor/Coach to the Advisor in both travel and 'non' travel related business initiatives
Communicates regularly with portfolio to keep advisors abreast of critical business/industry updates that impact their business
Meets Head of Contracting and Tour Operations to assess portfolio by reviewing IC productivity to ensure that Cost to Serve goals are met and resources are effectively distributed. Develop sunset strategies and offboard Advisors as needed. Alternately, develop growth strategies for emerging ICs
Collaborate with Head of Contracting and Tour Operations to advocate and support the company strategies
Along with Head of Contracting and Tour Operations, provide proactive process improvement & scoping of new opportunities for ICs to allow for organic growth and expansion. Develop connections with key stakeholders when appropriate
Proactively monitor revenue activity, analyze volume trends, and create recommendations based on financial analysis and Advisor feedback.
Ensure issues, problems, triage items are handled in a timely manner by appropriate support areas so that Advisor can focus on booking travel and developing business. Assisting advisors in navigating the support departments will be a core focus for this role.
Identify areas of confusion or ineffective processes for improvement within support departments of the business processes
Regularly provide inputs into internal CRM on advisor activities, challenges, areas of opportunity for broader leadership insight
Utilize client data to analyze sales trends and preferred supplier adoption to make recommendations to increase Advisor revenue and add overall value.
Leverage internal resources / departments to support Advisor's needs. Job Requirements:
4+ years of travel industry account management and / or operational experience (both preferred), experience working as, with, or alongside independent travel advisors is a plus
Extensive experience/knowledge in leisure and tour operation
Experience in customer complaints handling
Growth minded and passionate about serving and supporting advisors
Skilled communicator with great interpersonal skills, proven ability to build and manage relationships
Prior live and virtual training experience is a plus
Demonstrated experience with analytical support using various reports and information
Strong verbal, written and presentation skills
Proven problem solver with ability to deescalate conflict and assess potential risk
Working knowledge of the GDS and travel tools - Sabre, Gaileo, Travel Tek, Atriis a plus
Experience with utilizing SalesForce (CRM) and PowerBi
Attention to detail and highly organized
Clear understanding of the various industry fee structures, travel technologies and trends
Proficient use of all Microsoft Office Products with an emphasis on Word, Excel, Teams and Power Point, as well as the ability to learn new technologiesThe package:
Central London offices (hybrid working)
Salary - £45,000
Annual Leave Entitlement: 25 days plus 8 public holidays
Upon successfully passing your probation period: Medicash Level 2
Pension - Royal London
BUPA Dental Level 1
Discretionary Bonus of 5%
AIG - Life Insurance 2 x Annual salary
Health Assured EAP
Headspace for Work
Perkbox Interested?
Please click APPLY or contact
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