Key Customer Success Manager

Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller (CT) is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. 

About the Opportunity

The purpose of the Key Customer Success Manager is to drive customer profitability, retention, and growth. In addition, there is a focus on delivering customer value and best practice travel programs to increase and optimise the number of services provided to complex, high touch, and strategic customers. 

The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, consolidation, savings, best in market account management practices and use of CT technology, products and services, resulting in retention and growth and a "best in market" customer travel program. Customer programs will be built on agreed national and regional requirements.

This Canberra or Sydney-based role will manage a range of high value national and multinational customers.

Responsibilities:

Commercial 

• Identify opportunities for value added sales into existing customer base 
• Ensure fees are charged as per our CT agreement 
• Identify opportunities and strategies to drive turnover and revenue growth 
• Drive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP Services 
• Conduct regular profit and loss reviews of customers 
• Work with national, regional, global CT teams to optimise contract opportunities 
• Ensure agreed customer deliverables are being met 
• High level understanding of customer commercial opportunities to maximise revenue 

Relationship 

• Communicate with customer at all levels 
• Engage with internal stakeholders including operations, finance and support to deliver value to customer 
• Monthly touch points with operational team 
• Conduct yearly R.S.V.P Assessment 
• Regular communication with other CT stakeholders as required 
• Identify and build relationships with key customer stakeholders 
• Build strategic customer relationships to develop business opportunities and to influence change 
• Connect senior executives of customer with key senior stakeholders at CT and FCTG 
• Build and maintain relationships with C-Suite 

Innovation 

• Keep customer informed of latest CT products and services 
• Be an expert in selling the benefits of all product and service opportunities 
• Quarterly recommendations of innovation into customer program 
• Implement products & services that enhance customer programs 
• Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like customers 
• Detailed innovation roadmap for all customers 
• Engage with senior FCTG tech leaders to help drive technology innovation within program 

Collaboration 

• Develop strong internal and external business relationships 
• Influence customer to change to deliver value to customer program 
• Uphold FCTG Values and Philosophies 
• Work with operational teams to drive outstanding service delivery to the customer 
• Develop strong narratives to implement ROI and change 
• Provide deep insights to customer programs that deliver enhanced value 

Technical 

• Customised technical configuration for all technical products 
• Ensure technical configurations are optimised 
• Keep customer informed of latest CT technical products 
• Utilise CRM systems (Salesforce) to leverage customer communications and document activities 
• Engage SME to manage and deliver key customer projects 
• Work with senior technology leaders to deliver outcomes to customer 

Data/Analytics 

• Create automated schedule of analytics/reporting for customers
• Analyse customer data and trends and deliver opportunities through analysis 
• Utilisation of strong narrative to connect analytics to customer benefit 
• Use and selling of benchmark data products to customers 
• Develop compelling recommendations and solutions that align with the clients' business goals and requirements 

Business Planning 

• Implement a highly customised and focused business plan template that aligns with customer goals 
• Measure and deliver on business plan outcomes 
• Complete annual review of customer program and offer savings/efficiency improvements 
• Conduct yearly Vision/Planning/Goals sessions with customer
• Use of program performance scorecard to measure value 
• Implementation of CT de-risk strategy to retain customer 
• Clearly articulate ROI on business plan outcomes 
• Challenge and influence customer to take up program recommendations 
• Conduct a yearly full program review with customer 

Project Management 

• Manage, influence and deliver key customer projects 
• Communicate to key stakeholders on key project deliverables 
• Work with stakeholders to deliver statement of works 
• Excellent understanding of project management framework 
• Integrate business goals into project scope and deliverables 

About You: 

• Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry
• Experience in managing large and complex customers
• Ability to clearly articulate knowledge about products, services and value proposition to customers
• Demonstrated ability to build multi-level relationships
• Corporate B2B service experience

What you'll Enjoy:

Remuneration: OTE $116,850 with a base of $97,375 plus incentives + super

Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work Australia New Zealand Pty Ltd

Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status  

Development: Individualised Learning & Development pathway options

Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages

Exclusive Staff Discounts: Accessible via our employee-only portal with 500+ of Australia's leading retailers, health and wellness discounts, financial planning advice, employee share plan and more

Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more

Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within  

Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym at FCTG HQ

Mental Health: Support and Employee Assistance Program for staff and family

Social: Regular awards nights, social team building and industry events, with the opportunity to attend global conferences (Bangkok in

 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment

Apply today to join a world-class team

Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship. Remote working options are not available for this position.

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Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.