Travelport is a place of opportunity. It's our incredible team that makes our company great - our people drive our winning culture. What's Travelport? Travelport is a worldwide travel retail platform. Our next-generation marketplace connects buyers and sellers that share our passion for delivering exceptional travel experiences. Unconflicted and independent, we are reinventing a simpler future for travel's complex ecosystem.
What does a great HEAD OF ACCOUNT MANAGEMENT do? A management commercial role accountable for the retention and development of a defined list of mid-tier, significantly important, mid volume, high value customers for a defined number of countries within the Europe region. The HAM will lead a team of experienced Account Managers and Customer Success Managers, utilising resources dedicated to the retention and growth of mid-tier customers. The role will encompass establishing best practice for mid-tier account development and sharing this back into the wider Travelport Europe organisation. Mid-tier customers are critical for Travelport and apart from the responsibility for a significantly large in number account base, the wider objective of this role is to create the model for how mid-tier customers should be commercially managed and developed.
Responsibilities: - Commercial accountability for a significant number National-tier customer portfolio, managed via a commercial account management team.
- Develop retention and growth strategies for accounts within the portfolio and defined region within Europe.
- Management of a dedicated commercial team to include circa 5 - 7 Account Managers and circa 3 - 4 Customer Success Managers for a defined region within Europe.
- Strong collaboration and matrix/dotted line team with other critical Travelport resources including but not limited to, Search Optimisation, Project Management, Solution Consultants, Solution Developers and API support resource.
- Develop the correct account management 'playbook'- ensuring rigorous account management practices.
- Critically the HAM should be able to 'talk the customer's language'- translating Travelport's currency of segments, PNRs, etc. into the customer's language and business metrics i.e. conversion levels, return-on-trip, margin, etc. and develop an account process that supports and reflects this.
- Ensure Travelport support resources are optimised to deliver the best customer experience.
- Build senior relationships throughout the customers organisation and play a strategic role in growing their businesses.
- Form part of the European Management Team, attending regular calls and meetings.
- Build key stakeholder relationships internally at Travelport to ensure wider delivery of customer requirements.
What we look for/who would prosper in this role? - Strong commercial skills, including ability to translate customer business requirements into definable actions
- Proven sales leader - capable of negotiating mid-scale deals & interfacing at the most senior level within a customer.
- Excellent communication and interpersonal skills - persuasive and capable of influencing senior stakeholders both internally and externally. Possessing high degree of self-motivation, confidence, assertiveness and an ability to respond to rapidly changing environments.
- Must possess an overriding desire to understand, agree and meet customer needs and exceed their expectations, constantly striving to achieve customer satisfaction.
- Ability to assess/analyse situations, grasping complexities and identifying issues, applying sound judgement.
As we evolve and grow as a business, so will you. You will thrive within an inclusive and diverse workplace where you are encouraged to think differently, and have the courage, confidence & ambition to challenge what's been done before, and be bold to win!
These are just a few of our employee's favourite benefits/perks... Competitive base salary, bonus, private medical insurance, matched contribution pension, generous holiday allowance and much more....
Interested? We'd love for you to get in touch! Please note that if your application is progressed, you may be asked to complete a self-recorded video interview, at a time that works best for you. This is your chance to bring your skills & experience to life in your own words and style. Ensure you keep an eye on your junk folder just in case our invitation finds its way there.
We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.