Vacancies

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American Express Travel

Client General Manager (Permanent) Gauteng- Rivonia -Retail
Publication: 13 Nov 2015

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

4-5 Years in a similar role

Matric Qualification

Degree in Business Management

Location

Rivonia

General Details

 

  • 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 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

  • 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

 

  • EDI ( Electronic Data Interchange)

  • Understand the process and workaround for EDI

  • Offer to the client base that requires 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 -90% of calls for a month be logged by clients and not by the CGM (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

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 (where applicable)

  • Client details updated at all times (contacts, addresses etc)

  • 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

 

 

Application details

Contact Name :Yolande Malebo

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