Director, Client Management - MN EMEA

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Director, Multinational (GMN) is a strategic leader at AMEX Global Business Travel. Responsibility for the strategic direction and leadership of Amex GBT’s customer account management team, ultimately for our customer satisfaction and ongoing development. This role will blend the need for the development of strong customer relationships along with line management responsibility. This role reports directly into the Vice President GMN and will also play an important role as part of GMN Amex GBT’s leadership Group. The Director should be an innovative leader and strategic thinker with a focus on delivering value to GBT’s clients and growth to our business. The role requires robust knowledge of the travel industry, as well as a strong understanding of GBT’s products/solutions.

We are looking for a leader who’s renowned for getting it done. You’ll thrive and have evidence of building and driving effective customer strategy & service delivery within a global business environment and teams.  This role will also demand that rare quality of being incredibly gifted at working with & driving client relationships and results as well as working strategically and driving the performance of the team and the wider organisation to support our customers every day.

What you will do

Service & Value Add

• Regular Cross functional collaboration with other GBT departments such as Traveler Care, Finance, Technology etc
• Development and ownership of GMNs Customer strategy , deliverables and customer experience
• Ensure the GMN client team delivers financial and productivity KPI’S
• Provide engaging and inspiring leadership of the Amex GBT Client management teams
• Organise robust and clear lines of internal communication between client management teams and departments
• Provide clear customer representation and insight into product development
• Live and drive our culture everywhere
• Sit on the GMN Management team and drive the wider business
• Play your part in supporting the wider GMN Travel Management Community and have a presence
• Recognize risks to the portfolio, identify an action plan and coordinate mitigating actions with respective departments.
• Maintain and share industry knowledge with the team and client, especially key themes such as sustainable travel, mobile/digital tech and NDC.
• Maintain and increase client web of influence
• Ensure service delivery is as per contract, through KPI and SLA measurement
• Work with GBT’s partner country network to ensure contractual obligations being met.
• Leading a team of CGMs; DARs or other respective roles in his/her remit

Revenue Growth

• Design and lead client retention and revenue growth plans, which includes up-selling of GBT products & optimisation of supplier revenue.

• As part of the revenue strategy produce a Revenue & Cost Saving Initiative Plan that captures opportunity over and above AOP  
• Maximizing transaction revenue through volume and fee growth
• Generate Premium Revenue through other non-transactional products & services
• Participate in product training and maintain knowledge
• Ensure partnership with GBT preferred suppliers, driving adoption wherever appropriate
• P&L Management

• Approves content of the monthly and quarterly settlements prior to client submission
• Positively influencing the key client decision makers through effective communication and strategic guidance.
• Meet and where possible exceed the Scorecard targets set for your client

What we need from you

• Previous experience of client management and/or proven people leadership
• Strong communication skills
• Fluent verbal and written business English
• Strong business and financial acumen & proven ability to drive results and achieve targets is required
• Strong influencing skills and change management ability
• Strategic account planning experience
• Ability to identify new business opportunities
• Strong negotiation skills required, including the ability to handle objections and achieve mutually beneficial solutions.
• Leadership experience
• Proven Executive level presentation skills
• Flexibility on working hours
• Solid GBT network is advantageous

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!