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American Express Travel

Divisional Client General Manager (Permanent) Gauteng- Rivonia -Other
Publication: 17 Jan 2017

Job Description

The incumbent of this role is responsible for managing of Client General Manager (CGM) / Strategic Relationship Management (SRM) team. This team currently undertakes the role of managing client relationships, maintaining and retaining clients, adding value and promoting the 4 Pillars of Travel Management to all clients. This role includes support, mentorship & guidance to the CGM/SRM team to ensure all targets and objectives of the business are achieved as well as maximum client retention.

Availability

ASAP

Salary

Neg

Required Qualifications

  • Matric Qualification

  • Degree in Business Management

  • Minimum 5 years Account Management Experience

  • Minimum 2 years’ experience in a similar role

Location

Rivonia

General Details

PRODUCT PROMOTERS

  • Africa footprint:
  • Identify clients  with growth opportunities or offices throughout Africa
  • Engage with Africa CGM/SRM and set up meetings with the clients for further action
  • Implement any Africa business through the current client base
  • AeTM/Travelit:
  • Identify clients with potential online opportunity

MANAGEMENT INFORMATION REPORTS

  • Ensure delivery of MI 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 your clients understand the detail and value behind the new suite of reports  and identify which of the 16 reports each client needs
  • All Ad hoc reporting to be charged for
  • Ability to promote this to the clients

TECHNOLOGY

  • EDI ( Electronic Data Interchange)
  • Understand the process and workaround for EDI
  • A minimum of 70% of your clients need to convert to EDI
  • Direct your clients towards an understanding that they may have to pay for this in future
  • E-billing

 

RETENTION AND GROWTH

  • The CGM/SRM needs to have multilevel relationships within the client, this includes levels such as:
  • PA’s and travel bookers
  • CEO and CFO of the client
  • Procurement heads and travel decision makers
  • At least one client lunch to be done per month with divisional CGM/SRM and GM
  • Explore opportunities for organic growth

 

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)
  • E-billing (all clients should be on E-billing)
  • Moving from B&B/Guest houses to Hotels
  • Referral matching (no longer match referral’s for clients otherwise ensure that we are charging when this is being done)

PREFERRED PARTNER PROGRAMMES

  • Preferred partner focus
  • Shifting clients spend to preferred partners away from non-preferred partners
  • Identify opportunities of moving clients away from Bed & breakfast and Guest houses
  • 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

CLIENT FILES

  • Client files updated and actively referred to (to be included in the client file):
  • 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
  • Client details updated at all times (contacts, addresses etc)
  • Copy of office bible to be kept on file
  • Minutes of meetings
  • Travel policy
  • Corporate agreements information
  • Compliments and complaints

HUMAN CAPITAL & TEAM MANAGEMENT

  • Review and oversee staff appraisal and bi-annual performance management
  • Ensure that staff follow company policy and aware of code of conduct
  • Develop and maintain staff development plan:-Skill Up and PDP
  • Ensure that staff is fully aware of Job descriptions and that they’re adhered to
  • Drive the TTS Vision and Step Up Program

 

 

 

 

 

Application details

Contact Name :Yolande Malebo

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