Bilingual Sr. Client Services Account Manager (Spanish)
CollinsonAbout the role
Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.
The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
What does a Bilingual Sr. Client Services Account Manager (Spanish) Do:
The Bilingual Senior Client Services Account Manager (Spanish) is responsible for the strategic and operational management of key global Travel Experience (TE) client accounts. This role serves as the primary operational liaison between clients and internal teams, ensuring seamless delivery of services that meet contractual obligations and exceed client expectations. The position is critical in driving operational excellence, standardizing processes, and identifying innovative solutions to support client needs. Through effective team leadership and cross-functional collaboration, the Sr. Account Manager ensures high-quality service delivery, supports continuous improvement initiatives, and contributes to overall business growth and customer satisfaction.
What You'll Do:
Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues. This role manages Client Operations processes and maintains strong client relationships to ensure effective service delivery.
- Represent the Operations Team in company-wide projects that impact your Client.
- Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts.
- Understand Client needs and requirements and work closely with the business to implement correctly.
- Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations
- Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations
- Identifies when account management issues should be escalated internally for oversight and response.
- Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business.
- Actively participate where required in the revision of globally shared processes, utilizing data to identify gaps and opportunities for operational excellence.
- Organize and manage the documenting of processes for training, education and business awareness.
- Ownership of sharing processes, useful information and updates with regional operations teams.
- Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.
- Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements.
- Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson
- On-boarding of clients to agreed implementation specifics and timelines
- Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and
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