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Refine searchRegionLocationCategoryWork typeBrandKey Customer Success Manager - Adelaide, SAApply now Refer a friend Job no: 526337
Brand: Corporate Traveller
Work type: Full time
Location: South Australia
Categories: Corporate & Group Travel
About the Opportunity The purpose of the Key Customer Success Manager (KCSM) is to drive customer profitability, retention, and growth.
In addition, there is a focus on delivering customer value and best practice travel programs to increase and optimise the number of services provided to complex, high touch, and strategic customers.
The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, consolidation, savings, best in market account management practices and use of CT technology, products & services, resulting in retention and growth and a best in market customer travel program.
Customer programs will be built on agreed national and regional requirements.
This Adelaide-based KCSM role will manage a range of high value national and multinational customers.
Responsibilities: Identify opportunities for value added sales into existing customer baseEnsure fees are charged as per our CT agreementIdentify opportunities and strategies to drive turnover and revenue growthDrive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP ServicesConduct regular profit and loss reviews of customersWork with national, regional, global CT teams to optimise contract opportunitiesEnsure agreed customer deliverables are being metHigh level understanding of customer commercial opportunities to maximise revenueRelationship Communicate with customer at all levelsEngage with internal stakeholders including operations, finance and support to deliver value to customerMonthly touch points with operational teamConduct yearly R.S.V.P AssessmentRegular communication with other CT stakeholders as requiredIdentify and build relationships with key customer stakeholdersBuild strategic customer relationships to develop business opportunities and to influence changeConnect senior executives of customer with key senior stakeholders at CT and FCTGBuild and maintain relationships with C-SuiteKeep customer informed of latest CT products & servicesBe an expert in selling the benefits of all product & service opportunitiesQuarterly recommendations of innovation into customer programImplement products & services that enhance customer programsProvide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance bench-marked to like customersDetailed innovation roadmap for all customersEngage with senior FCTG tech leaders to help drive technology innovation within programDevelop strong internal and external business relationshipsInfluence customer to change to deliver value to customer programUphold FCTG Values and PhilosophiesWork with Operational teams to drive outstanding service delivery to the customerDevelop strong narratives to implement ROI and changeProvide deep insights to customer programs that deliver enhanced valueTechnical Customised technicalconfigurationfor all technical productsEnsure technical configurations are optimisedKeep customer informed of latest CT technical productsUtilise CRM systems (Salesforce) to leverage customer communications and document activitiesEngage SME to manage and deliver key customer projectsWork with senior technology leaders to deliver outcomes to customerData/Analytics Create automated schedule of analytics/reportingfor customersAnalyse customer data and trends and deliver opportunities through analysisUtilisation of strong narrative to connect analytics to customer benefitUse and selling of benchmark data products to customersDevelop compelling recommendations and solutions that align with the clients' business goals and requirementsBusiness Planning Implement a highly customised and focused business plan template that aligns with customer goalsMeasure and deliver on business plan outcomesComplete annual review of customer program and offer savings/efficiency improvementsConduct yearly Vision/Planning/Goals with customerUse of program performance scorecard to measure valueImplementation of CT De-risk strategy to retain customerClearly articulate ROI on business plan outcomesChallenge and influence customer to take up program recommendationsConduct a yearly full program review with customerProject Management Manage, influence and deliver key customer projectsCommunicate to key stakeholders on key project deliverablesWork with stakeholders to deliver statement of worksExcellent understanding of project management frameworkIntegrate business goals into project scope and deliverablesAbout You: Min 3 years extensive Customer/Account Management in the travel industryExperience in managing large and complex customersAbility to clearly articulate knowledge about products, services and value proposition to customersDemonstrated ability to build Multi Level RelationshipsWhat you will enjoy: Collaboration: The opportunity to play an integral role in the growth of the businessUnique Culture: you will be employed by an inclusive company that takes pride in their employees and offers a team culture like no other in the industry -Flight Centre Travel Group Australia is proud to be a certifiedGreat Place To Work Australia New Zealand Pty LtdWe love to travel: generous discounts, including family and friends, on flights, hotels, tours, cruises, car hire, attractions, travel insurance and moreDevelopment: individualised continuous Learning & Development pathway optionsExclusive Staff Discounts: accessible via our employee-onlymyRewardsportal, with 400+ of Australia's leading retailers,health and wellness discounts, financial planning advice, employee share plan, head office gym and EOT facilities, and much moreBalance: flexible working arrangements availableBrightness of Future: career opportunities in a network of brands and businesses across theglobe -we prefer to promote from withinCorporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPAMental Health: support, mindfulness activities and Employee Assistance Program for staff and familySocial: regular awards nights, social team-building and industry events, with the opportunity to attend the annual Global Gathering (Los Angeles in 2025)Pride: reconciliation, diversity and inclusion practices - a Corporate Social Responsibility program supporting the environment and nominated charities through workplace giving, paid volunteer leave and fundraising through the Flight Centre FoundationSustainability: the protection of our environment is essential to the future of tourism, so as a leading global travel group, we have made efforts to affect positive changeWeValue You! Flight Centre Travel Group is committed to creating an inclusive and diverse workplace thatsupports your unique identity to create better, safer experiences foreveryone.
We encourage you tocome as you are, tofosterinclusivity and collaboration.
We celebrate you!
Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship.
Remote working options are not available for this position. #LI-CM1#CTAU#LI-Onsite
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies.
Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes. Applications close: 12 May 2025 Cen.
Australia Standard Time
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