Head of Multi National Clients - Nordics

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Overview

The Client Manager, Multinational (MN) is a strategic leader at AMEX Global Business Travel, reporting to and supporting the Director 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 program, 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 also be the direct leader of employees. 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 Traveler Care, 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
• 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

Skill Requirements:

• Previous experience of client management and/or proven people leadership
• Strong communication skills
• Fluent verbal and written business English and local language 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
• Leadership experience is beneficial, but not mandatory
• 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 Nordics – Virtual
• Ability to travel to client meetings