Vacancies

12...110111112113114115116117118...221222

American Express Travel

Client General Manager (Permanent) Gauteng- Rivonia -Other
Publication: 06 Feb 2017

Job Description

The CGM/SRM/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 CGM/SRM/SRM must have a continued focus on driving the client towards our standard schedule of services and moving towards the industry shifts in line with Amex global.

Availability

ASAP

Salary

Neg

Required Qualifications

  • Matric Qualification
  • Degree in Business Management
  • 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 MI reports and convert into presentable review
  • Alignment to the Amex strategies and goals for the year ahead
  • 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

PRODUCT PROMOTERS

  • Africa footprint:
  • Identify clients  with growth opportunities or offices throughout Africa
  • Engage with Africa team 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
  • Needs analysis to be done prior to presenting to the clients
  • Advisory services:
  • The CGM/SRM/SRM must present advisory services to a minimum of 70% of their client base
  • 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 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 and earn additional revenue opportunities
  • TECHNOLOGY
  •  
  • EDI ( Electronic Data Interchange)
  • Understand the process and workaround for EDI
  • A minimum of 70% of your clients need to be on EDI
  • E-billing
  • Understand the process and workaround for E-billing
  • A minimum of 70% of your clients need to be using E-billing
  • 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 should 90% of calls for a month be logged by clients and not by the CGM/SRM/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 CGM/SRM/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
  • Join new business presentations as operational support and to ensure that we get the schedule of services right (to be presented separately)
  • The CGM/SRM/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 confidentially 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
  • Sample of BSC attached
  • 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 inland profit analysis, the income statement and the report from MI Analyst
  • 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 according to the CGM/SRM planner
  • Management fee vs transaction fee understanding and basic understanding of how to calculate the fee and the fee model
  • Understanding of budget (CGM/SRM to be involved in submitting annual budget)
  • Recovery or reduction of merchant fee’s where possible
  • Understand each line item of the income statement and ensure that all costs and income are correct against your 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)
  • 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 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
  • AHA – continued focus on moving clients into our own properties (business plan per CGM/SRM as to how they are going to shift some business into our properties)

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

 

Application details

Contact Name :Yolande Malebo

Apply Now