Senior Client Operations Account Executive

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

We are now looking for a Senior Client Operations Account Executive to join our team and support the delivery of exceptional client experiences globally.

About the Role

As a Senior Client Operations Account Executive, you will be responsible for managing and strengthening relationships with some of our key global clients. Acting as the central point of communication, you will ensure alignment across internal teams, support onboarding processes, oversee implementations, and drive operational excellence. You will also manage escalations professionally, lead service improvement initiatives, and contribute to cross-functional projects that enhance our operational capabilities.

Key Responsibilities

Client Management & Communication

• Act as the primary point of contact for global clients, fostering trust and long-term partnership.
• Ensure clear, consistent, and timely communication across internal teams and with clients.

Onboarding & Implementations

• Support handovers from Commercial teams and guide client onboarding activities.
• Oversee data feed implementations and migrations, ensuring developments are tested, approved, and delivered within SLAs.

Service Excellence

• Monitor performance against agreed standards and raise issues or bugs as needed.
• Lead initiatives to reduce SLA timelines and improve overall service delivery.
• Manage complaints, disputes, and escalations to maintain client confidence.

Reporting & Insights

• Produce and distribute monthly reporting.
• Contribute to Quarterly Business Reviews and provide updates to internal stakeholders and client leadership.

Operational Projects & Improvements

• Represent Operations in company-wide initiatives, supporting process innovation and system improvements.
• Help refine global processes and create operational documentation for awareness and training.
• Maintain strong knowledge of operational, contractual, financial, and system-related aspects of client accounts.

Knowledge, Skills and Experience

• At least two years of experience in a client-facing account management role.
• Strong communication skills, with the ability to engage a wide range of internal and external stakeholders.
• Educated to degree level (or equivalent).
• Additional languages are an advantage.
• Strong numeracy, MS Office proficiency, and general computer literacy.
• Good understanding of project lifecycles and operational workflows.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us