Strategic Relationship Manager

Introduction

The incumbent of this role Manager is responsible for managing a portfolio of clients whilst working hand in hand with the Operations management team. At large, the focus will be the management of these client relationships through multi-level interactions. The delivery and full understanding of our leisure and rewards systems as well as our value-add propositions is a critical element of this role, as well as ensuring our services and solutions are delivered in alignment with that of our organizational key strategies, as well as with the client’s objectives. The individual must be dedicated towards achieving the highest profitability results by identifying growth opportunities within the current client base and focusing on the existing fee structures.

Duties & Responsibilities

The SRM needs to have multilevel relationships within the client and maintain monthly meetings with key stakeholders

• Communication | Business Acumen o Regular supplier meetings | updates with regards to industry trends and shifts o Timeously share relevant branded client notifications, product 1 pagers and industry updates to all clients within your portfolio.  Consistently research and understand your client’s industry and travel program.

• SEC  Tracking of complaints raised and working with operations to resolve any issues raised as well as communication these to the client.

• Income Statements: o Understand and analyse with relevant Operations manager. Contracts  >R5million o Ensure all clients have a signed contract aligned to the schedule of services and re-negotiated 3 months prior to expiry. o Recovery of merchant fee’s where possible o Understand each line item of the income statement and ensure that all costs and income are correct against your specific financials model, in conjunction with the Operations team. o Quarterly transaction variance reports where variance clauses are included in financial agreements o Fully understand the process of loading fees in the various environments; it is imperative that the SRM has the ability to accurately load the fees timeously and prior to the effective date.

▪ Align clients to our Standard Operating Procedures (both front and back office) ▪ Ensure that your clients understand the detail and value behind the unique set of reporting provided ▪ Compliments and complaints Reporting ▪ Client Travel Policy understanding and assistance with policy changes

Desired Experience & Qualification

Matric Qualification

▪ Tertiary Tourism / Travel qualification would be preferable

▪ Amadeus Certificate

▪ Minimum 5 years’ experience with leisure.

▪ Advantageous if the incumbent has experience in rewards travel programs.

▪ Office Based