Client Manager

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 and growing.

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

The focus on the Account Manager role lies with the value that you will add to our clients in your role together with the operational management of your team. Account management' is therefore only one part of the equation. We hold the utmost confidence that when our client's questionhow does my Account Manager add real value to my business', the answers are readily identified and tangible for all to see.

This role will be supporting our Government Services portfolio. Previous experience managing government clients or working within a government environment is highly desirable.

Responsibilities and Duties

• Ensure your client(s) is managed to the highest professional standard, encompassing those internal CTM standards we have implemented for your role.
• Ensure profitability of your portfolio
• Undertake agreed Client Reporting to ensure our clients are advised of possible future savings in their travel, and travel analysis on purchasing and travelling behaviours are proactively undertaken
• Represent CTM via meetings, telephone calls or external promotional events and ensure all relevant preparation for client contact is prepared well in advance
• If client requires, support with our internal online travel booking tool, including technical support questions and analysis
• Support the CVM team in CTM on a proactive basis, to ensure our service to clients remains seamless regardless of staff absences, planned or unplanned.
• Ensure the service level framework based on the fundamental principle of professional service at all times is maintained by your operational team.
• When service matters are identified recommend a solution or escalate the matter in a timely manner for support.
• Foster operational support relationships within your team
• Ensure that the individuals in your team are provided a platform to achieve their goals, whether developmental or role critical, by ensuring you provide ongoing honest feedback both positive, and improvement related.
• Deliver timely and transparent performance management as a `win-win' for both CTM and your Consultants.
• Ensure that internal expertise is utilised in your team (knowledge management'), with a focus on peer to peer, rather than solelytop heavy' coaching.
• Provide input into local business planning initiatives (via annual conferences or scheduled meetings), particularly regarding providing your expertise on localised matters that may impact on our success.
• Ensure you oversee the effective rostering of the team, incorporating leave, both planned and unplanned.
• In consultation with the Operations Manager & Regional Client Value Manager, coordinate the dissemination of national or local information respectively, within appropriate timelines.
• Develop and maintain a strong support network with other Operational & CVM staff to ensure yourself and your peers are striving to resolve local matters, while still sharing issues and solutions to the Operations Manager & General Manager.
• Responsible for overseeing Health and Safety for those under the role's supervision

Education and Experience

• A minimum 2-3 years demonstrated successful account management & Operational experience within the travel or relevant industry
• Exceptional communication and presentation skills, as you are the `face and voice of CTM'
• It goes without saying, you'll need the `bits and bobs' such as computer applications (e.g. PowerPoint, Excel), for reporting and presentations…
• Experience in supervising a team to achieve results.
• Prior experience as an Account Manager or equivalent servicing both international and domestic clients (preferred but not essential)
• Experience with using the Tramada' orSabre' systems, or commitment to attend formal training on commencement.
• Working knowledge of the accounting principles

Why CTM?

CTM offer a strong, established, and sustainable work environment which will support your career development and wellbeing.

As a global organization CTM offers a range of employee benefits that you can access, including;

• Travel discounts
• Perkbox - Retail, Lifestyle, Entertainment and Health and Wellness discounts & benefits
• Training and Development opportunities
• Annual Volunteer Day
• x2 Wellness/Chillout Days
• Blended work arrangements with hybrid WFH flexibility
• 2 Weeks extra leave - Purchase Leave

CTM is committed to the unique contributions of all our people and actively encourage candidates with all abilities and diverse backgrounds to apply. Come work for a global award-winning company that values its people, community, and technological innovation.