New Client Manager Role at Corporate Travel Management
About CTM
CTM is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client-facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.
At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future focused professionals we work with the company's values in mind; Connect, Deliver and Evolve.
About the Role
Client Managers (CMs) are accountable for customer retention and for delivering demonstrable, tangible value by effectively applying CTM’s product offerings to support client business outcomes. Managing defined portfolios based on client spend, CMs are critical to CTM’s success in building and
sustaining strong client relationships, as well as driving revenue and profitability from those customers.
Responsibilities
• Identify, track, manage and mitigate customer risk via: o Holding key stakeholder relationships across each customer four key stakeholder categories:
1. Operational
2. Procurement
3. Financial
4. Senior Leadership o Maintaining correct risk levels within CRM and maintaining correct Risk Mitigation log details
o Always maintaining CRM and all its fields with 100% accuracy as associated with your portfolio
o Reporting back to your Strategic Lead as per Goal time limits
o Other strategic methods that you as a CM have innovated.
• Demonstrate understanding of, and actions to improve, commercial outcomes associated with your client portfolio. These outcomes include but are not limited to:
o Client Profitability
o Client Transaction volumes with detailed knowledge of reasons for change in these volumes
o Clear understanding and assistance with budgeting for travel, entertainment, and client event requirements.
• Own the client contract, demonstrating complete understanding of all its terms, utilising provided tools to measure Service Levels either independently or in association with the Operational Team managing the client.
• Proactively prepare for and undertake 121 meetings with your Strategic Lead as per goal requirements.
• Act on advice and data provisions provided by Client Services Team Leader or Client Service Administrators, to improve client outcomes.
• Undertake agreed client reporting to ensure our clients are advised of potential future savings in their travel, including travel analysis on purchasing, understanding travelling behaviours and being proactive with addressing concerns.
• Represent CTM via meetings, telephone calls or external promotional events and ensure all relevant preparation for client contact is prepared well in advance
Why CTM?
As a global organisation CTM offers a range of employee benefits that including;