Our Client Executive serve asthe primary contact for building and maintaining a long-term and profitablebusiness relationship between CWT and designated portfolios of national and / ormulti-national clients providing project management, leadership and directionin order to retain, expand and develop travel programs within the assignedclient portfolio.
Thisrequires a focus on optimizing the client value from its travel programs, whileensuring targets are achieved for both client and CWT.
Theup-selling of additional products, services and markets to the account is anintegral part of this role.
Client portfolio oManage relevant accounts taking care of customer management at country,subregional or multinational level
Client Activity oOwn and build the relationship with a defined base oflocal / multinational clients and work collaboratively with them to drive resultsfor their travel program and CWT
Setup business rhythm including business reviews both internally and externallywith agreement from customer. Leverage CWT tools and relay relevantcommunication and updates in a timely manner
Maximizeclient satisfaction and mitigate risks. Monitor client satisfaction indicatorsand adherence to SLA
Deliverinsight & actionable recommendations to the customer, leveraging CWTresources (RCE, PM Effectiveness) and tools (e.g. CWT AnalytIQ’s).
Optimize Client Relationship oSupport a bid avoidance strategy or strategy to win, 18 months beforeend of contract end or sooner by taking the following actions : Intelligencegathering, review of relationship mapping, voice of the customer feedback andidentification of customer pain points along with previous contract executionand delivery and a review of current financial health and fees
Builda compelling RFP proposal where appropriate with support from multi-functionalteams.Follow CWT process and seeknecessary validation when required.
Present to client in coordination withother functional teams and senior team members
stakeholders when required oFrequent engagement with the customer to understand how CWT can bringvalue and mapping the CWT value proposition to client’s needs to enable revenuegeneratingactivities such as upsellingnew offerings or cross-selling core offerings such as Hotel or Meetings &Events
Negotiation and Implementation
Supportthe local / multinational sales team in new business negotiations associated forassigned accounts whenever required, with activities such as introduction toprospects and sharing experiences / data trends and / or best practices withprospective customers
Supportnew local / multinational account implementation for assigned accountsincluding :
inpartnership with the implementation team check in on implementation progressand provide guidance as needed
executerequired communication and change management with the client
trainthe client in the acquired CWT products (myCWT, CWT Messenger, Price Tracker,AnalytiQs)
schedulefurther training as needed
workwith implementation team on Sales handover aligning contractual obligations
Client Consultation oPartner with the customer to fully understand their traveler needs andcompany imperatives in order to determine exactly the right mix of services totake care of the
customer employees and help them achieve their business goals
Delivertangible cost savings for the client program through boosting compliantbehavior by client travelers at the point of sale
Provideinsight, performance benchmarking and recommendations to the customer.Use industry best practice from inside andoutside CWT, along with peer benchmarking and opportunity analysis to provideunique and actionable insight that drive values and incremental savings
Regularlyreview progress and program adoption through focus groups and data in order tomake adjustments to improve the client's travel program
Experience and education :
3+ years’ experience managing travel industry accounts oStrong influencing and negotiation skills
Ability to; read and understand contracts and service agreements, read and identify opportunities in customer, P&L, budget and performance indicators
Ability to work effectively both independently and collegially within a multicultural environment
Highly customer service orientated oKnowledge of travel industry and market nuances oEducation : Tertiary education
English fluent, written and oral oForeign language skills are desirable Knowledge, skills and abilities (KSAs) oLeadership oPassion oCaring- Integrity