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
Qualification:
Location
Gauteng
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
Yolande Malebo
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