Job Description
PURPOSE OF POSITION
Responsible for managing assigned aspects of client portfolio to include but not limited to client retention, contract negotiation, implementation and business consolidation, sales of products and services, financials (budgets, billing, payment, and profitability), business planning and reviews, establishing relationships with key decision makers in multiple regions, staff development, business continuance and escalation of operational issues. Direct accountability to global account managers, internally to Rennies BCD and externally to the customer for the success of the contract or travel program across a BCD Travel geographic region.
Provide leadership
- Responsible for the coordination of all communication across areas both Rennies BCD Travel and client’s global initiatives and interests.
- Work with Global Account Managers (GAM) to create supporting business plans/initiatives to support the overarching business plan.
- Umbrella policy implementation and communication to the region, including budgets, SLAs, etc.
- Demonstrate and communicate the value that Rennies BCD Travel provides to the client.
Develop Business Plan, implement key deliverables, measure results
- Drive & Support: the global/regional/local strategy initiatives of the overarching business plan.
- Implement: Create action plan / business plan to implement each program objective for the region with actions and timelines.
- Measure and Report Results: Report to the management team for consolidation.
- Account Reviews: Plan and execute quarterly business review with the Travel Manager.
Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
- Measure and report on a level: Service Level Agreement for Service, Financial, MIS/CDS, Program Performance, Technology and Communication indicators, as applicable.
- Support management with business improvement plans, crisis management as required.
Financial
- Support GAM to manage the regional/local budgets and financials (includes billing, payment & profitability).
- Drive the profitability of the contract
- Responsible for consolidated regional/ local financial reporting to customer, if needed.
- Increase revenues by Up-Sell and Cross-Sell of products and services that meet client's needs.
Manage new business implementations
- Work closely with Rennies BCD Travel departments servicing the client or with sales opportunities
- Responsible for implementation of new business, working closely with global implementation team to ensure customer expectations are met.
Establish & maintain relationships
- Build key relationships within the region & manage relationship mapping
- Establish and maintain relationships with key customer decision makers in the region, including introduction of Rennies BCD Travel senior management to customer.
- Establish and maintain relationships within Rennies BCD Travel (owned, partners and affiliates) i to achieve results for customer.
- Assist in building an internal network with departments, local leaders and key support team members in order to effectively accomplish goals and initiatives that benefit the client and Rennies BCD Travel.
Negotiations
- Support regional/local negotiations & measure performance
- Up-sell and cross-sell products and services that meet client's needs
- Introduce consulting services to enhance program
Operational & Global Reporting Requirements
- Ensure service delivery within the region, working with Operations counterparts
- Identifies the opportunities to use technology tools and processes.
- Escalates operational issues without personally taking on responsibility of solving the issue.
- Develop business continuance plans.
- Drive, support & measure customer operations requirements to all owned, partner and affiliate servicing locations within the region; deliver to the overall business plan
- Support the delivery of regional MIS data
Other
- Working with Supplier Relations, evaluate success of client preferred supplier programs, assess and recommend areas for improvement.
- Create and execute surveys and present survey results to support program requirements, plan for global traveler satisfaction survey.
- Seek out internal and external information to ensure clear understanding of client dynamics and BCD Travel solutions.
- Organize, prepare and/or participate in customer events/training seminars where appropriate.
- Professional development of staff
Key targets
Financial
- Client Retention
- Account Profitability
- Increase revenues by means of Up-Selling and Cross-Selling
- Ensure billing is accurate, on time and compliant to the client agreement
- Decrease days of outstanding Accounts Receivable, if applicable
- Increase payments by credit card or BTA, if applicable
Non-Financial
- Measure & Achieve Customer Satisfaction
- Achieve Service Level Agreement (SLA) / Key Performance Indicators (KPIs)
- Achieve non-financial contractual / performance commitments
- MIS/CDS: Accurate, Timely, Delivery Method
Availability
ASAP
Salary
Industry related
Required Qualifications
Qualification:
- Grade 12 Senior Certificate (Matric) with Relevant degree/diploma/certificate
- Must have a minimum of 5 years travel industry experience in account management or management role
- Experience implementing & managing large market/ regional clients
- Thorough knowledge of business travel management (Account Management & Ops)
- Thorough knowledge of travel industry technology
Location
Gauteng
Johannesburg - Parktown
General Details
Required:
Innovative / Ability to negotiate / Ability to Influence / Business Acumen / Relationship Management / Cost Benefit Analysis skills / Cross-Team Integration / Planning: Tactical, Strategic / Client Pricing / Client Budgeting / Industry Knowledge / Operational Functions / Products & Services / Business Markets / Knowledge of Organization / Global Perspective / Effective Communications / Decision Making & Critical Thinking / Managing Multiple Priorities / Goal Setting / Producing Results / Planning & Organizing
REPORTING TO Senior Program Manager – Rennes BCD Travel
Application details
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