Update your details, view your application and progress >> Login
Job search Job search e.g. "Administrator, Melbourne" Refine search Region Location Category Work type Brand Key Customer Success Manager - Adelaide, SA Apply 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 base Ensure fees are charged as per our CT agreement Identify opportunities and strategies to drive turnover and revenue growth Drive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP Services Conduct regular profit and loss reviews of customers Work with national, regional, global CT teams to optimise contract opportunities Ensure agreed customer deliverables are being met High level understanding of customer commercial opportunities to maximise revenue Relationship Communicate with customer at all levels Engage with internal stakeholders including operations, finance and support to deliver value to customer Monthly touch points with operational team Conduct yearly R.S.V.P Assessment Regular communication with other CT stakeholders as required Identify and build relationships with key customer stakeholders Build strategic customer relationships to develop business opportunities and to influence change Connect senior executives of customer with key senior stakeholders at CT and FCTG Build and maintain relationships with C-Suite Keep customer informed of latest CT products & services Be an expert in selling the benefits of all product & service opportunities Quarterly recommendations of innovation into customer program Implement products & services that enhance customer programs Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance bench-marked to like customers Detailed innovation roadmap for all customers Engage with senior FCTG tech leaders to help drive technology innovation within program Develop strong internal and external business relationships Influence customer to change to deliver value to customer program Uphold FCTG Values and Philosophies Work with Operational teams to drive outstanding service delivery to the customer Develop strong narratives to implement ROI and change Provide deep insights to customer programs that deliver enhanced value Technical Customised technicalconfigurationfor all technical products Ensure technical configurations are optimised Keep customer informed of latest CT technical products Utilise CRM systems (Salesforce) to leverage customer communications and document activities Engage SME to manage and deliver key customer projects Work with senior technology leaders to deliver outcomes to customer Data/Analytics Create automated schedule of analytics/reportingfor customers Analyse customer data and trends and deliver opportunities through analysis Utilisation of strong narrative to connect analytics to customer benefit Use and selling of benchmark data products to customers Develop compelling recommendations and solutions that align with the clients' business goals and requirements Business Planning Implement a highly customised and focused business plan template that aligns with customer goals Measure and deliver on business plan outcomes Complete annual review of customer program and offer savings/efficiency improvements Conduct yearly Vision/Planning/Goals with customer Use of program performance scorecard to measure value Implementation of CT De-risk strategy to retain customer Clearly articulate ROI on business plan outcomes Challenge and influence customer to take up program recommendations Conduct a yearly full program review with customer Project Management Manage, influence and deliver key customer projects Communicate to key stakeholders on key project deliverables Work with stakeholders to deliver statement of works Excellent understanding of project management framework Integrate business goals into project scope and deliverables About You: Min 3 years extensive Customer/Account Management in the travel industry Experience in managing large and complex customers Ability to clearly articulate knowledge about products, services and value proposition to customers Demonstrated ability to build Multi Level Relationships What you will enjoy: Collaboration: The opportunity to play an integral role in the growth of the business Unique 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 Ltd We love to travel: generous discounts, including family and friends, on flights, hotels, tours, cruises, car hire, attractions, travel insurance and more Development: individualised continuous Learning & Development pathway optionsExclusive Staff Discounts: accessible via our employee-onlymyRewards portal, 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 more Balance: flexible working arrangements availableBrightness of Future: career opportunities in a network of brands and businesses across theglobe -we prefer to promote from within Corporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA Mental Health: support, mindfulness activities and Employee Assistance Program for staff and family Social: 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 Foundation Sustainability: 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
#J-18808-Ljbffr