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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.
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Client Manager Multinational (CGM) Band 35 – Key Outputs
Overview
The Client Manager, Multinational (MN) is a strategic leader at AMEX Global Business Travel, reporting to and supporting the Director/Head of Client Management in implementing, managing, and developing a strategic account plan. This person is responsible for overseeing the execution of the client servicing strategy for a portfolio of accounts. The CGM is an innovative leader and strategic thinker with a focus on delivering value to GBT’s clients and growth to our business.
They will have responsibility for the transient travel programme, ensuring initiatives are delivered, as well as maintaining and developing the client relationship between GBT & partners. He/she will be part of a MN team and will be the direct leader of employees (where appropriate). The role requires robust knowledge of the travel industry, as well as a strong understanding of GBT’s products/solutions.
Responsibilities:
Service & Value Add
- Regular Cross functional collaboration with other GBT departments such as GSR, Finance, Technology etc
- Prepare and presents client Quarterly Business Reviews (QBRs)
- Proactively recognize risks to the portfolio, identify an action plan and coordinate mitigating actions with Service Delivery Leaders.
- Maintain and share industry knowledge with client, especially key themes such as sustainable travel, mobile/digital tech and NDC.
- Identify and present Continuous Improvement & saving opportunities
- Identify any possible issue / service disruption and pro-actively work on a resolution plan
- Maintain and increase client web of influence
- Manage relationship with all client contacts involved in the travel and wider program.
- 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.
- Lead and/or participate in client RFPs, RFI’s and bid averts
- Manage internal and external communications with regards GBT specific projects such as changes to client facing or back office IT system changes
- React to changing client needs and be prepared to flex to new projects
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
Skill Requirements:
- Previous experience of client management and/or proven people leadership
- Strong communication skills
- Fluent verbal and written business English is required
- 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.
- Proficient in MS Office & PowerPoint.
- Experience of Salesforce desirable
- Proven Executive level presentation skills
- Ability to work:
- within a global team & with emerging multi-cultural markets
- in a virtual environment
- on both day-to-day activity and long-term projects that may require creative solutions
- Flexibility on working hours
- Solid GBT network is advantageous
Location:
- Europe: preferably UK, Germany or France – EMEA Virtual or GBT office
- Ability to travel to client meetings
Location
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
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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 more.
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Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
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Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
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We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at 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.
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Wellbeing resources to support mental and emotional health for you and your immediate family.
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And much more!
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult
GBT Recruitment Privacy Statement
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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!
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