Advisor Success Manager

3 weeks ago

London, United Kingdom Global Travel Collection Full time

As an Advisor Success Manager for The Global Travel Collection (GTC) 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 our leisure Advisors, and be our customers account manager supporting the Independent Advisors by using your data insight, industry knowledge, depth of understanding of the resources provided by GTC 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.
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
~ 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
~ Collaborate with Head of Contracting and Tour Operations to advocate and support GTC/ITG strategies
~ Proactively monitor revenue activity, analyse 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 of GTC will be a core focus for this role.
~ Identify areas of confusion or ineffective processes for improvement within support departments of GTC or GTC business processes
~Regularly provide inputs into internal CRM on advisor activities, challenges, areas of opportunity for broader leadership insight
~Utilize client data to analyse 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.
~Proactive approach to managing internal resources, account management tools to advance the independent Advisor partnership.
~Identify additional value creation opportunities to better support advisors and report back to leadership
~ Lead and participate in team initiatives to ensure Advisor engagement, utilization and adoption of travel management programs and the introduction of new products and services to support their business.
~ Consistently apply critical thinking toward Advisor solutions that benefit both the Advisor and GTC financial initiatives

Present at Colletts Hendon twice a week and GTC London office once a week (3 days office, 2 days remote)
~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
~Prior live and virtual training experience is a plus
~Demonstrated experience with analytical support using various reports and information
~ Proven problem solver with ability to deescalate conflict and assess potential risk
~Working knowledge of the GDS and travel tools – Sabre, Galileo, Travel Tek, Atriis a plus
~Experience with utilizing Salesforce (CRM) and PowerBi
~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 technologies.

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