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American Express Travel

Strategic Relationship Manager (Permanent) Gauteng- Rivonia -Retail
Publication: 11 Jul 2016

Job Description

The Strategic Relationship Manager (SRM) is responsible for managing a portfolio of clients with a large focus on the client relationship and delivery of the value add proposition. The individual must be dedicated towards achieving highest profitability results by identifying growth opportunities within the current client base and focusing on the existing fee structures. The SRM must have a continued focus on driving the client towards our standard schedule of services and moving towards the industry shifts.

Availability

ASAP

Salary

Neg

Required Qualifications

JOB CHALLENGES

  • Retaining clients
  • Ensure that each client is profitable to the business
  • A business plan per client to align to the clients focus and goals for the year ahead
  • Determine business growth strategy
  • Sound Financial knowledge

EDUCATIONAL REQUIREMENTS

  • Matric Qualification
  • Degree in Business Management

EXPERIENCE IN YEARS

  • 4-5 Years in a similar role

KNOWLEDGE

  • Microsoft (word, power point, excel)
  • Sound financial knowledge in order to negotiate client fee models and understand margin per client at all times. Drive and manage income statements and profit analysis per client
  • Ability to read and understand client MIS reports and convert into presentable review
  • Sales and relationship building capability
  • Presentations skills and public speaking
  • Supplier interactions and negotiations
  • Understanding and delivery of the SLA and Balanced Scorecard
  • Continued Business consulting in selling technology solutions
  • Client reviews and workshops

Location

Rivonia

General Details

TECHNOLOGY

  • EDI ( Electronic Data Interchange)

  • Understand the process and workaround for EDI

  • Offer to the client base that requires EDI

  • SEC ( Service Excellence Centre)

  • Ensure that all clients understand the value of SEC and continually drive and teach client base how to log a complaint or compliment using the applicable website

  • Ensure that all SEC calls logged are closed and that the client is happy with the result

  • Short term incentive -90% of calls for a month be logged by clients and not by the SRM (with a minimum number of 10 calls logged)

  • RADAR

  • Understand and promote the value of RADAR to your clients

  • ECM (Electronic Content Management)

  • New Papertrail system – this is to be updated once training and understanding of the system has been done

  • PAPER INVOICING

  • Direct your clients towards an understanding that they may have to pay for this in future

RetEntion and growth

 

  • The SRM needs to have multilevel relationships within the client, this includes levels such as:

  • PA’s and travel bookers

  • MEC, HOD, HOM and CFO of the client

  • Procurement heads and travel decision makers

  • Monthly meetings to be held and minuted  with all clients

  • Explore opportunities for organic growth

  • Join new business presentations as operational support and to ensure that we get the schedule of services right

  • The SRM needs to do continued business consulting and needs to be trained as ‘drivers’ in our business so that they are able to sell our technology solutions confidently to the clients.

  • Business Acumen

  • Balanced scorecard  (BSC)

  • A BSC to be in place for all qualifying clients, this needs to be reviewed monthly/quarterly to ensure that we are delivering according the BSC

  • Pillars to remain as Savings, service, control and technology and safety and sustainability

  • SEC

  • Tracking of complaints raised and working with operations to resolve any issues raised as well as communication these to the client (Investigation process falls into SEC/OPS roles)

  • Complaints ratio to be included in BSC and/or to be highlighted on monthly meetings

  • Reviews

  • Review presentations as per clients SLA’s

  • Surveys

  • Surveys to be conducted as per clients SLA’s and response ration to be driven (>35%)

  • Margin

  • Margin per client analysis to be done monthly

  • Targets per client

    • 7% gross margin

    • 2% Net profit to turnover

    • Manpower analysis (less than 55% of income)

    • Understanding the  profit analysis, the income statement and the MI report

    • Risk / reward models

    • Contracts

  • Ensure all clients have a signed contract aligned to the schedule of services and re-negotiated 3 months prior to expiry
  • Ensure contracts have been reviewed and all salient features impacting our business have been clearly communicated to all relevant parties

  • Financials:

  • Client fee negotiations to be handled according to contracted dates (Annually etc.). This needs to be done timeously
  • Management fee vs. transaction fee understanding and basic understanding of how to calculate the fee and the fee model
  • Understanding of budget
  • Recovery or reduction of merchant fees where possible
  • Understand each line item of the income statement and ensure that all costs and income are correct against  specific financials model
  • Quarterly transaction variance reports where variance clauses are included in financial agreements

  • Risk/Reward:

  • Implement risk/reward (gain share agreement) at the time of renegotiating client financials
  • Opportunity to earn additional revenue

INDUSTRY SHIFTS

  • Use prompt cards to try and shift these services and move towards global trends in order to become the market leaders included is:
  • Billbacks (either move away from billbacks to referral or ensure that we are charging correctly when a client is on a billback process)
  • EDI (all clients should be on EDI)

Prefered Partner Programme

  • Preferred partner focus

  • Shifting clients spend to preferred partners away from non-preferred partners
  • Monthly MIS analysis to check where clients spend has shifted and drive contracts and agreements with the clients
  • Understand new routings , projects etc within clients and drive our preferred partners
  • Suppliers relationships and meetings to be ongoing
  • Ensure support and growth
  • AHA – continued focus on moving clients into our own properties

SCHEDULE OF SERVICES AND CONTRACT MANAGEMENT

  • Align clients to our standard service channels
  • Contract/SLA alignment to the schedule of service

CLIENT FILES

  • Client files updated and actively referred to (to be included in the client file) as well as saved on the DFS:
  • Financials per client  (Signed and valid per client at all times)
  • A valid Contract in place per client at all times
  • Service level Agreement in place and valid at all times
  • Balanced Scorecard in place and measured monthly/quarterly (where applicable)
  • Client details updated at all times (contacts, addresses etc)
  • One pager to be kept on file
  • Minutes of meetings
  • Travel policy
  • Corporate agreements information
  • Compliments and complaints
  • ECC usage and charges
  • Client reviews to be conducted according to the client’s needs (quarterly, annually, bi-annually)
  • Client workshops
  • Product knowledge and site inspections
  • Client Travel Policy understanding and assistance with policy changes
  • Maintain regular client visits as per SLA and minutes thereof

SURVEYS

  • Surveys to be conducted according to the client’s needs (quarterly, Bi-annually, Annually)
  • All results to be communicated to the client and within the business (GM)

CALENDAR AND ONE ON ONE FILE

SRM calendar  and one on one file to be up to date at all times (monthly meeting to be held between SRM and direct reporting manager monthly to go through the detail of the one on one)

PRODUCT PROMOTERS

  • Travelit:

  • Identify clients with potential online opportunity
  • Needs analysis to be done prior to presenting to the clients
  • Full understanding of the Travelit System and capabilities
  • Ability to train, support & handhold clients (when required)

  • Advisory services:

  • The SRM must present advisory services to clients
  • Understand the products sold by advisory and ability to present these products to your clients in a professional manner; independent of the advisory team
  • MICE (Meeting Incentive Conference and Events)
  • Understand and present MICE service offering to clients where there is leakage on groups, incentive and meetings spend
  • Create opportunities for additional revenue and turnover

MANAGEMENT INFORMATION REPORTS

  • Ensure delivery of MIS reports on a monthly basis to clients that qualify for the suite of reports as well as minutes on discussions around the trends and areas of opportunity/improvement
  • Ensure that  clients understand the detail and value behind the new suite of reports  and identify which of the reports each client needs
  • All Ad hoc reporting to be charged for
  • Ability to promote this to the clients and earn additional revenue opportunities

Application details

Contact Name :Yolande Malebo

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