Rsa - Head of Customer Success & Account Management

2 days ago

Johannesburg, South Africa Corporate Traveller Full time

**Job no**: 515872
**Brand**: Corporate Traveller
**Work type**: Full time
**Location**: Johannesburg West
**Categories**: Corporate & Group Travel

**General Information**

**Job title**:
**Head of Customer Success & Account Management CT**

**Purpose**:
To successfully develop and drive the strategic direction for CT customer success. To help grow & retention customers across the CT business. This encompasses all accounts including Key Accounts.

The Head of Customer Success in addition will be responsible for leading their team and assisting in technology transformation, brand growth and profitability through increased customer retention.

**Primary duties and responsibilities (KRAs)**
- **Manage the Brands Retention Strategy**
- Assist with developing brand retention strategy for all clients.
- Provide feedback and reporting monthly on customer retention.
- Develop relationships with all internal and external stakeholders to ensure collaboration in driving strategies.
- Develop internal stakeholders on customer relationship management and provide tools/frameworks on use.
- Develop, implement and monitor customer savings strategies & associated reporting.
- Provide feedback on customer reporting and ensure all reporting suites are working effectively.
- Monitor price models, minimum margins and nett profit margins.
- **Understands the competitor, people and product landscape**
- Continuously conducts effective and accurate competitor market research and applies the information to increase market share.
- Works with all senior stakeholders to understand pricing, product and recruitment variances to market and in so doing makes effective decisions to grow customers, people, teams, turnover, income and bottom line.
- Builds good working relations with all 3rd party suppliers.
- **Manage and Lead People**
- Manage Staff Performance.
- Develop and train internal and external stakeholders.
- Identify people development needs and ensure implementation of development initiatives.
- Inspire others as a role model by embodying the organisation’s vision, strategy and values.
- Attend joint meetings with team members.
- Lead team to achieve targets.
- Provide on-going coaching, development and mentorship to the KAM team.
- **Key Account Management**
- Be the lead business relationship owner with customers & ensure all products are used to deliver customer value and benefits.
- Build and maintain effective multi-level relationships
- Conduct detailed and effective client touches on agreed timelines i.e. implementation, reviews, reporting, negotiations, workshops
- Manage the client SLA or contract with all internal and external stakeholders.
- Resolve escalated customer service issues. Ensure service shortfall issues are addressed with internal stakeholders and feedback delivered to client.
- Utilise Lighthouse to update all activity and client information.
- Negotiate, recommend and implement new strategies to achieve savings for clients.
- Review client spend to identify opportunities for incremental revenue growth and client profitability.

**Hierarchy**:
General Manager CT

**Key communication and relationships**:
Internal:
Business Development Manager Teams; Sales Team Leaders; National Sales Leader; Area Leaders; Travel Managers; KAMs; Operations, Support Teams and General Manager

External:
Customers; Suppliers; Professional Bodies

**Job Requirements**

**Education and qualification**:
**Minimum requirements**

Tertiary qualification (NQF Level 5)

**Experience**:

- Proven track record in Key Account Management and Customer Implementations
- 5-10 years’ experience in Key Account Management
- Min 3 years’ experience in Strategy & Customer implementations
- Min 3 years’ experience in leading a high performing team
- Min 3 year’s Data & Reporting experience
- Proven track record in achieving targets in Travel Industry

**Other**:
**Location**:
Johannesburg Head Office ( Northcliff area)

Travelling:
Domestic and International

Office hours:
As determined by business needs

Additional:
Own transport essential

**Functional / job-related**

**Competency**

**Proficiency required**:
**Basic**

**Intermediate**

**Advanced**

Microsoft Office - latest version

1

2

**3
CRM tool

1

2

**3**

Online Booking Tool Knowledge

1

2

**3**

Data & Reporting Knowledge

1

2

**3**

Customer Implementation

1

2

**3**

Business Acumen, e.g. Business Plans

1

2

**3**

Commercial Acumen, e.g. pricing

1

2

**3**

Presentation Skills

1

2

**3**

Problem Solving Skills

1

2

**3**

Key Account Management in travel

1

2

**3**

Leadership

1

2

**3**

Networking

1

2

**3**

**Competency**

**Proficiency required**:
**Basic**

**Intermediate**

**Advanced**

Confident

1

2

**3
Time Management skills

1

2

**3**

Written & Verbal communication

1

2

**3**

Disciplined and follow through

1

2

**3**

Self-driven

1

2

**3**

Self-Managed

1

2

**3**

Flexible / Adaptable

1

2

**3**

Emotional Intelli

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