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Business Title:
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Account Manager
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Requisition #:
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Canada-1030
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Country:
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Canada
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State/Province:
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Ontario
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City/Town:
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Mississauga
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Position Type:
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Full Time - Regular
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Field of Interest Category:
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Account Management
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Shift:
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Scheduled Work Hours:
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37.5
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Percent of Travel:
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1-25%
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Relocation:
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No
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Language(s) Required:
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English - Read
English - Speak
English - Write
French - Read
French - Speak
French - Write
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Job Description:
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Job Summary
The Account Manager will take overall ownership of the client relationship with BCD Travel and be the key point of contact at management level for a designated client list with full responsibility for client retention and satisfaction, account level profitability and any contract renewals.
In addition the role will add value to our clients through the sharing of strong industry knowledge and solid business acumen incorporated into client travel strategy, business planning, program reviews, reporting and recommendations.
The role will work closely with operations to develop and deliver processes that meet and exceed client expectations.
Duties and Responsibilities May Include:
Financial
Monitor and report on account profitability
Ensure timely presentation & settlement of client reconciliation statements
Work with finance and division management to negotiate renewal pricing.
Ensure TMC contracts/letters of agreement are fully executed and current
Prepare adhoc operations / account management reports as required
Business Planning
Work closely with clients to develop customized and robust business plans that demonstrate BCD Travels value through achievement of clients financial and employee satisfaction objectives. Meet regularly with clients to review performance and agree targets including;
• Identify key deliverables
• Establish the performance review cycle (quarterly, semi annual reviews) and advise client
• Delivery schedule for client reports
• Timing and process for annual customer survey
• Timing and delivery method for market intelligence
Deliver the plan
Implement and manage the business plan and manage all relevant processes involving others as necessary e.g. Subject matter experts, sales team, operations manager etc
Communicate account specific customer needs to operations manager
Produce SLA, report and monitor.
Work closely with internal and client teams to implement new clients and enhanced programs for existing clients.
Promote as appropriate BCD Travel products and service to expand the client relationship.
Communicate, document and agree all prices and terms for add- on services.
Ensure the management and delivery of all BCD Travel contractual obligations.
Maintain responsibility for data quality and ensure timely delivery.
Communication
Act as the main point of contact for client.
Ensure communication vehicles (agents, recorded messaging, intranet etc) are updated accordingly
Take responsibility for the look and content of client intranet concerning travel functions
Keep BCD senior management appraised of all developments and/or intelligence
Client Relationships
Maintain & foster key relationship with client’s travel managers, bookers and stakeholders.
Organize and operate client functions, promotional events and familiarization trips and to attend / escort when necessary, which may involve working outside of normal office hours
Management of Supplier contracts
Analyze client financial benefit for contracts and make recommendations
Meet with supplier representatives and host negotiation meetings
Monitor performance against contract and manage renewals
Prepare and deliver market share performance to suppliers as required
General Management of Account
Assume overall account responsibility for all components of the travel services provision to clients
Support Operations Manager, supervisors and all team members in the effective and consistent delivery of all services
Respond swiftly to customer challenges and where appropriate produce and manage an action plan for improvement.
Manage product roll-out strategy within Canada
Ensure correct and centralized record keeping
Counsel customers on maintenance and maximization of supplier contracts
Coordinate with operations to update and revise processes and systems in accordance with the client’s policies, procedures and requirements.
Support operations when and where required to ensure the successful service delivery is maintained.
Personal Development
Attend training courses, seminars and conferences as and when required to develop and maintain the technical knowledge, skills and expertise to perform the duties of the post effectively and efficiently
Receive and accept supervision, guidance and assistance from senior members of staff
Adhoc activities related to the job as and when required.
Transferable Skills
Excellent oral and written communication skills
Excellent presentation and interpersonal skills
Must be self directed and self motivated
Ability to demonstrate personal & organizational integrity
Show initiative in taking on extra tasks and responsibilities
Follow-through on goals, plans & projects
Adaptability to changes in work environment
Ability to multi-task
Strong organizational skills
Thorough knowledge of travel industry
Capable of working in a team environment as a role model, supporting management & staff, following policies, providing feedback, assisting in special projects and taking on additional responsibility
Able to respond to change; able to be flexible and work with ambiguity
Ability to work independently, developing strategies and action plans and implementing goals and objectives
Ability to articulate opportunities and risks
Professional manner and appearance
Qualifications
High school degree and 1-2 years of college
Knowledge of word processing, spreadsheets, presentation and email software required. Knowledge in Microsoft Office applications preferred.
Minimum of five (5) years corporate travel experience
Thorough knowledge of travel agency operations and / or account management.
Thorough knowledge of BCD Travel technology is preferred.
Experience assisting in account implementation
Strong people management and leadership skills
Strong problem solving skills
Ability to travel as needed
Physical Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, sit, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
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