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Job Summary

The Regional Account Manager oversees and advises the Cluster Leads and Local Account Managers assigned to ensure end-to-end delivery of event planning and sourcing for the countries in the region. He/ She manages implementations/expansions, improves processes and ensures SLAs and KPIs are met.

He/she will create an engaging environment to providing direction and leadership for Cluster and Local Account Managers. Ensure outstanding quality of service and customer satisfaction standards are achieved.

This role provides strategic consultation and guidance to the client regarding best practices and next steps to enhance their meetings program through the business plan, and business review process.

Key Strategic Focus

This role is focused on customer satisfaction, operational consistency, and innovation. Ensure outstanding quality delivered, growth achieved, and proactive / innovative solutions put forward. Lead in driving stakeholder engagement strategy.

What You'll Be Doing

• Responsible for understanding client’s global program goals, strategies and expectations and ensures integration and synergy into their overall Travel, Card, Meetings and Fleet plans.

• Consistently monitor client’s satisfaction and take resolutive and corrective actions if necessary

• Manage a team of three account managers, providing guidance and support to the team

• Understand client’s strategy and identify initiatives to drive future enhancements, client’s satisfaction, or process / program efficiency

• Proactively recommends program and process improvements and follow up on initiatives with regional and cluster stakeholders driving tactical, operational and strategic discussions with TMC&F Cluster Lead/Market Lead

• Liaises internally with GBT piers working on global accounts to get best practices and benchmarking and consults the client accordingly

• Presents and contributes to client/internal regional business reviews, delivers opportunity and growth discussion

• Contract management and accountability for full scope of program and delivery of the corresponding countries

• Identifies gaps in servicing levels and creates action plans to eliminate root issues in a timely manner

• Acts as a key contact to local internal teams and client’s regional leadership

• Coaches and develops local account managers and team leaders to improve their skills - Identify areas for specific development and guide team on areas of growth. Provide timely feedback

• Acts as an information conduit to local GBT teams by sharing industry knowledge and updates

• Ensures control and compliance to financial procedures – assists local account manager in creation of pricing based on forecast, ensures proper staffing levels and optimum productivity.

• Leadership role in developing and maintaining regional strategic business plan ensuring completion of project and cascading

• Monitors SLAs results and operations delivery against targets and contractual obligations

• Identify opportunities for new scope or services / Change Management

What we're looking for:

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• 8-10 years of experience in customer operations and account management, with minimum 3 years of experience managing direct reports

• Strong negotiation skills

• Ability to work well in a fast-paced environment environment

• A good knowledge of Meetings and Events (Pharma industry)

• Excellent verbal and written communication skills

• Good financial acumen

Location

United Kingdom

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)