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.
ASAP
Neg
Qualification:
4-5 Years in a similar role
Matric Qualification
Degree in Business Management
Gauteng
Rivonia
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:
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
Yolande Malebo