Company Profile :
Carlson Wagonlit Travel is a premier provider of global corporate and leisure travel management services. Carlson Wagonlit Travel continues to expand its presence in important global markets such as Asia Pacific, fulfilling the needs of today's leading multinational corporations.
Key Account Manager
Job Description :
Graduate, with 3 to 6 years of relevant experience.
PRIMARY OBJECTIVE OF POSITION
* To manage the business relationship between CWT and the client and to provide clients with comprehensive and integrated business travel management programs, maximising savings in their total T&E expenditure whilst controlling costs and returning minimum required CWT profit.
* As the focal point of contact for each portfolio client, the role must understand and manage to each individual clients objectives, using CWT account management strategy, tools and products.
* Accountable for retaining and developing our national accounts and identifying potential incremental business opportunities, the role includes the development of formal plans for continuous improvement and measurement in terms of travel management goals and objectives, customer service delivery and client relationships.
* The role also encompasses extending existing contracts and 'rolling over' such agreements.
MAJOR AREAS OF ACCOUNTABILITY
Manage Client Business Relationship
* Be the CWT owner of the client business relationship and ensure that all CWT account management products and technology tools are used for maximum benefit and demonstrated added value.
* Build and maintain strong relationships at all levels within client organisation.
* Conduct detailed and effective implementation programs within agreed timeframes.
* Liaise with other CWT departments to ensure all client specific information and rates are loaded into system prior to start up.
* Communicate clients objectives and unique requirements to Customer Service, Finance, and IT teams on an ongoing and regular basis. Give specific feedback after formal client reviews.
* Resolve escalated customer service issues and ensure service shortfall procedures are received, interpreted and presented to clients and reviewed with the Customer Service teams.
* Conduct client satisfaction surveys, analyse results and give feedback to client and Customer Service teams.
* Develop client communication strategies to keep clients abreast of industry-related changes and innovations.
* Contribute to monthly CWT client newsletter.
Manage Client Business Relationship
* Organise and conduct seminars and educational for travel bookers and provide necessary information through Travel Organisers Guides, Hotel Directories, airfare updates and newsletters.
* Prepare, compile and deliver response to re-tender requests from portfolio clients. Conduct research and presentations and involve other CWT departments to successfully retain client accounts.
* Participate in new business presentations.
* Maintain accurate database of client contacts, including secretaries and travel bookers, Contract Managers and Senior Managers. Travel Management Consulting and Review Process
* Develop and provide detailed and effective Business Plans to deliver client objectives and expectations.
* Consult and Implement CWT technology solutions with clients in particular V Portrait/Connect/On Line Booking Tool
* Implement strategies for measurement of service delivery and cost savings achievements against industry and contractual benchmarks
* Manage and deliver all clients reporting requirements, Discovery MI, financial, service levels and customer service delivery.
* Prepare and present quarterly Client Reviews, highlighting our achievements both in terms of direct and indirect added value. Demonstrate financial and customer service benefits.
* Identify, design and agree Service Level Agreements. Measure, analyse and review performance with client and Customer Service teams.
* Use MI data or Discovery to monitor and measure client/CWT performance against agreed objectives, including
o average ticket price, by carrier, by destination, by division
o support for supplier deals in place (carrier, route, hotel)
o compliance to travel policy and preferred suppliers
o discount airfare usage osavings missed and achieved
* Benchmark clients supplier arrangements against industry and other client specific best in class levels.
* Negotiate, recommend and implement new deals in conjunction with Hotel and Airline Product Managers, IR, Customer Service Teams, IT and Finance departments.
* Use exception reporting to monitor and manage compliance to clients travel policy.
* Maximise CWT profit and identify opportunities for incremental revenue growth, including conference and incentive travel and the introduction of new divisions, subsidiaries and countries. Account Profitability and Development
* Maintain accurate profit studies for all rebate and fee based clients and develop strategies to maximise their profitability and/ or return minimum required profit margin.
* Determine opportunities to move existing rebate clients to management fee.
* Analyse key benefits for existing portfolio clients and prepare prioritised target list for move to fee.
* Prepare and reconcile management fee profit and loss statements at agreed intervals. Analyse financial data for potential opportunities to increase profit.
* Develop strategies to move existing invoice clients to corporate credit card system, improving CWT profit and creating internal efficiencies for our client.
* Determine opportunities to introduce and implement CWT E Solution products to new and existing clients to maximize CWT profit.
* Analyse key benefits for move to product and cost savings attached.
Health & Safety in the Workplace
* Team Member must not deliberately put the health and safety of anyone or themselves at risk
* Must not misuse anything provided for health and safety such as First Aid kit supplies and fire fighting equipment
* Follow reasonable instructions from Management regarding health and safety
* Report any hazards or potential hazards such as inappropriate requests, unsafe equipment or environments to Management
PRINCIPLE OBJECTIVES / KPIs
* Ensure Business Plans and strategies are in place to achieve objectives
* Review client profitability and implement process to maximise CWT profit
* Use MI to deliver timely, accurate and meaningful suite of reports that respond directly to individual client objectives. Set benchmarks and measurements for ongoing review.
* Use Client Review process to demonstrate maximum CWT added value and continuous improvement in results from travel management program.
* Promote & Implement CWT E Solution products.
* Analyse portfolio for potential management fee clients and implement strategy to convert from rebate.
Location : Chennai, Delhi, Mumbai
Contact
CARLSON WAGONLIT TRAVEL
9D, Vandhana Building,
11, Tolstoy Marg
New Delhi - 110001
Email : hrd@carlsonwagonlit.co.in
Email Resume hrd@carlsonwagonlit.co.in
Thursday, September 11, 2008