Key Account Manager
1 month ago
relationships for the travel agency. This position is responsible for overseeing all operational aspects related to key accounts, ensuring seamless service delivery, and driving business growth through strategic account management. The KAM Operations Manager serves as the primary point of contact for key clients, offering personalized support, addressing concerns, and identifying opportunities for collaboration and expansion.
Responsibilities:
Client Relationship Management:
- Develop and maintain strong relationships with key clients in the travel industry, including airlines, hotel chains, Cab operators, and corporate accounts.- Act as the main point of contact for key clients, addressing inquiries, resolving issues, and ensuring a high level of client satisfaction.- Conduct regular business reviews with clients to assess performance, gather feedback, and identify areas for improvement.
Operational Oversight:
- Coordinate with internal departments, including reservations, ticketing, OOO Tool Tech and customer service, to ensure smooth and efficient operations for key accounts.- Monitor service delivery and operational performance, proactively addressing any issues or bottlenecks to maintain service excellence.- Implement best practices and streamline processes to optimize operational efficiency and enhance client experience.
Strategic Account Management:
- Develop and execute strategic account plans for key clients, outlining objectives, strategies, and action plans to drive revenue growth and maximize client value.- Identify opportunities for upselling and cross-selling of travel products and services to key clients, leveraging a deep understanding of their business needs and market trends.- Collaborate with internal teams to tailor solutions and develop customized offerings to meet the unique requirements of key clients.
Performance Tracking and Reporting:
- Track key performance indicators (KPIs) such as sales revenue, customer satisfaction, and market share for key accounts.- Work with Analytics team to generate regular reports and analysis to evaluate account performance, identify trends, and make data-driven recommendations for improvement.- Utilize CRM systems and other tools to maintain accurate records of client interactions, sales activities, and account status.
Team Leadership and Development:
- Provide leadership and guidance to a team of account managers and operational staff, fostering a culture of collaboration, accountability, and continuous improvement.- Conduct training sessions and workshops to enhance team members; skills and knowledge of industry trends, products, and services.- Set clear performance objectives, provide regular feedback, and support career development opportunities for team members.
Qualifications:
- Bachelors degree in with a Recognized University / Institute, Marketing, Hospitality Management, or related field.- Proven experience in account management, operations management, or related roles within the travel industry.- Strong understanding of travel industry dynamics, trends, and best practices.- Excellent communication, negotiation, and interpersonal skills.- Ability to multitask, prioritize workload, and work effectively under pressure in a fast-paced environment.- Proficiency in CRM systems, Microsoft Office suite, and other relevant software applications.- Leadership skills with the ability to motivate and inspire team members towards achieving common goals.
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