Vacancies

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American Express Travel

Client General Manager (Permanent) Gauteng- Rivonia -Retail
Publication: 23 Jul 2014

Job Description

The CGM 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 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

• Identify clients with the potential to move to an online booking tool
• Needs analysis to be done prior to presenting to the clients
• The CGM 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
 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 complaints and compliments are logged within 30 minutes of receiving the detail
• Ensure that all SEC calls logged are closed and that the client is happy with the result
 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
 The CGM 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 and GM
• Explore opportunities for organic growth
 Balanced scorecard (BSC)
• A BSC to be in place for all 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
• Join new business presentations as operational support and to ensure that we get the schedule of services in place (to be presented separately)
• The CGM’s 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.
• Weekly industry specific discussions around your earmarked industry / specialization
 Margin
• Margin per client analysis to be done monthly
• Targets per client
o 7% gross margin
o 2% Net profit to turnover
o Manpower analysis (less than 55% of income)
o Understanding the inland profit analysis, the income statement and the report from MI Analyst
o Risk / reward models
 Financials:
• Client fee negotiations to be handled according to contracted dates (Annually etc.). This needs to be done timeously according to the CGM planner
• Management fee vs transaction fee understanding and basic understanding of how to calculate the fee and the fee model
• Understanding of budget (CGM to be involved in submitting annual budget)
• Aged Analysis and debtors assistance
• 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
 Risk/Reward:
• Implement risk/reward (gain share agreement) at the time of renegotiating client financials
• Opportunity to earn additional revenue
 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
• 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 and Travel Policy  Client files updated and actively referred to (to be included in the client file):
• Financials per client
• 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
• Financial model (Signed and valid per client at all times)
• 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
• ECC usage and charges
• Client reviews to be conducted according to the client’s needs (quarterly, annually, bi-annually)
• Client workshops
• Client Travel Policy understanding and assistance with policy changes
 Client retention
 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 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

PERSONAL ATTRIBUTES REQUIRED FOR THE JOB  Accuracy/Attention to detail
 Committed and self-motivated
 Client Focus
 Negotiation & Selling Skills
 Deadline driven
 Positive Attitude
 Approachable
 Able to Multitask
 Strong Interpersonal skills
 Motivational leadership style
 Ability to use Initiative
 Assertiveness
 Effective time management skills
 Service orientated
ADVANTAGES  Diploma in Business Management
IN THE ABSENCE OF MINIMUM QUALIFICATIONS  Studying towards Degree in Business Management

Application details

Contact Name :Nicole Gasser

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