Key Customer Success Manager

4 weeks ago

Melbourne, Victoria, Australia Flight Centre Travel Group Full time
About the Opportunity

The Key Customer Success Manager plays a critical role in driving customer profitability, retention, and growth for Flight Centre Travel Group. This position requires a strong understanding of the travel industry and the ability to build strategic relationships with complex customers.

Key Responsibilities
  • Commercial: Identify opportunities for value-added sales into existing customer bases, ensure fees are charged as per agreements, and drive customer compliance and growth with directly procured products and services.
  • Relationship: Communicate with customers at all levels, engage with internal stakeholders to deliver value to customers, and build strategic customer relationships to develop business opportunities.
  • Innovation: Keep customers informed of latest products and services, be an expert in selling the benefits of all product and service opportunities, and implement products and services that enhance customer programs.
  • Collaboration: Develop strong internal and external business relationships, influence customers to change to deliver value to customer programs, and uphold FCTG values and philosophies.
  • Technical: Customise technical configurations for all technical products, ensure technical configurations are optimised, and utilise CRM systems to leverage customer communications and document activities.
  • Data/Analytics: Create automated schedules of analytics and reporting for customers, analyse customer data and trends, and deliver opportunities through analysis.
  • Business Planning: Implement highly customised and focused business plan templates that align with customer goals, measure and deliver on business plan outcomes, and conduct yearly reviews of customer programs.
  • Project Management: Manage, influence, and deliver key customer projects, communicate to key stakeholders on key project deliverables, and work with stakeholders to deliver statements of work.
About You
  • Minimum 3 years of extensive customer/account management experience in the travel industry.
  • Experience in managing large and complex customers.
  • Ability to clearly articulate knowledge about products, services, and value propositions to customers.
  • Demonstrated ability to build multi-level relationships.
  • Corporate B2B service experience.
What We Offer
  • OTE $116,850 with a base of $97,375 plus incentives + super.
  • The opportunity to play an integral role in the growth of the business.
  • Work with Australia's largest travel brand.
  • Global career opportunities in a network of brands.
  • We embrace a hybrid workplace, with work from home and office options available.
  • Travel discounts on flights, hotels, and insurance for you, your family, and friends.
  • Discounted financial and health services.

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