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Director of Account Management- Travel Industry

Executive Team | Northville, MI | Full Time

Job Description

Director of Account Management-Travel Industry

The Role:

Provide leadership and direction to a team of Account Managers to ensure group results for assigned area(s) of responsibility. You will direct the development, maintenance and execution of complex and robust client relationship management programs/plans which ensure that the clients’ overall service needs are satisfied and achieve the business, retention and profitability objectives.

Responsibilities:

Business Acumen

  • Maintains knowledge on current and emerging developments/trends, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives
  • Identifies and directs the implementation of process improvements that significantly reduce workloads or improve quality across the department
  • Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects
  • Ensures client deliverables are being met, including compliance with contractual obligations; ensures performance review meetings with clients are taking place and benefits are set up correctly and claims are adjudication properly.
  • Oversee the creation and maintenance of effective long-term relationships with customer accounts
  • Support hotel contracting efforts and analyze RFP data to best effectively secure inventory for clients while considering company revenue growth strategies.
  • Foster relationships with key personal within accounts, participate in client site visits on a regular basis and inform executive team of critical account issues.  
  • Establish, implement and measure a customer satisfaction program that identifies areas of opportunity to enhance the customer experience
  • Responsible for effective execution of account implementations with timely project completion, issue identification / resolution, and delivery of customer expectations.
  • Develop and ensure adherence to goals and deadlines.
  • Perform other duties as assigned.
  • Some travel may be required

Leadership

  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent
  • Directs and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards
  • Establishes and implements priorities, performance goals and objectives to ensure group results for assigned area(s) of responsibility.
  • Directs and provides leadership to continually improve the capability and results for assigned area(s) of responsibility
  • Ensures that top talent is hired and retained
  • Builds organizational capability within assigned area(s) of responsibility
  • Serves as a subject matter expert and advises management and internal/external stakeholders on complex relationship management solutions which optimize client retention and satisfaction and achieve desired business results while reducing risks
  • Directs and oversees the management of relationships with existing clients by developing, executing and ensuring proactive, creative, and ongoing client contact initiatives
  • Collaborates and recommends to management the organizational design, which ensures optimal clients’ retention, satisfaction and achieves desired business results while reducing risks
  • Reviews and analyzes relationship metrics/dashboards to determine effectiveness of relationship management activities

Requirements:

  • Education: 4 Year/Bachelor’s Degree
  • 7-10 Years’ experience in relationship management that directly aligns with the specific responsibilities for this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience
  • Proven working knowledge of hotel group block contracting processes and systems, and/or experience in procurement and rate/ cost data analysis. 
  • Previous hotel or event management experience is a plus
  • Demonstrated ability to successfully hire, retain, develop and coach staff
  • Confident, comfortable communicator with strong written and verbal communication skills
  • Ability to work with others in a team environment
  • Demonstrated ability to identify and recommend processes improvements
  • Demonstrates strong interpersonal skills with a collaborative style
  • Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Ability to analyze complex information and to evaluate the implications of a course of action or solution
  • Define problems, collect data, establish facts and draw valid conclusions
  • Evaluate trends in data or information