Strategic Relationship Manager (Travel Industry)

Introduction

The SRM is the primary point of contact and responsible for managing a portfolio of clients with a large focus on client relationships. The individual must ensure the timely and successful delivery of solutions according to client needs and objectives. SRM to continuously drive value-adds efficiency and compliance in order to achieve excellent customer service.

Duties & Responsibilities

The SRM must hold multilevel relationships, including but not limited to:

• PA’s and travel bookers.

• CEO and CFO of the client.

• Procurement heads and travel decision makers.

• Influencers, Inner & Outer Circle contacts.

• Explore opportunities for organic growth.

• Strong Business Acumen.

Communication | Business Acumen

• Regular supplier meetings | updates with regards to industry trends and shifts.

• Know your client – a strong requirement of understanding your clients’ industries, share information, destinations, business interests, acquisitions & divestments.

• Clear understanding of the Unique Selling Points (Differential values) and ensure a drive within your client base.

Reviews

• Review presentations as per client SLA.

Surveys

• Surveys to be conducted annually or as per client SLA.

• Contracts.

Financials

• Client fee negotiations to be handled according to contracted dates (Annually etc.). This needs to be diarized & scheduled 3 months prior to the fee expiry date.

• Understanding of budget.

• Aged Analysis and debtors assistance.

• 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.

• Quarterly transaction variance reports where variance clauses are included in financial agreements.

Ensure a CPI or COLA inclusion on all contracts.

Preferred Partner Programmes

• Identify client savings opportunities by shifting spend to client preferred partners.

• Monthly MIS analysis to check where clients spend has shifted and drive contracts and agreements with the clients.

• Supplier relationships and meetings to be ongoing.

• Ensure support and growth as per the POE indicators.

Schedule of Services and Contract Management

• Align clients to our Standard Operating Procedures.

• Join new business presentations as operational support and to ensure that we get the schedule of services right (to be presented separately).

• The SRM needs to do continued business consulting and needs to be trained as ‘drivers’ in our business so that they are able to sell our technology solutions confidently to the clients.

• Check CPI or COLA clause on all existing contracts.

CRM | DFS | Travel Policies

• Financials per client (Signed and valid per client at all times).

• A valid Contract in place for all clients.

• Service level Agreement in place and valid at all times.

• Handover document – updated regularly, including client details (contacts, addresses etc).

• Meetings (copies of agenda, minutes and action items) to be saved to DFS within 48 hours of the meeting.

• Travel policy (including updates, shifts and changes).

• Corporate agreement information.

• Client reviews to be conducted according to the client SLA.

• Annual client workshops.

• POPI – ensure adherence to the Act.

• Ensure all clients have a signed contract aligned to the schedule of services and re-negotiated 3 months prior to expiry.

• Ensure contracts have been reviewed and all salient features impacting our business have been clearly communicated to all relevant parties.

Management Information Reports

• SRM to analyze MI reports, ensure accuracy and submit recommendations (based on spend & cost-cutting initiatives).

• Ensure delivery of MI reports as outlined in the client contract

• Ensure clients’ understanding of the detail and value of each report.

• All Adhoc reporting comes at an additional cost – to be charged separately.

Surveys

• Surveys to be conducted according to client contract / SLA.

• All results to be communicated to the client and within the business.

Desired Experience & Qualification

• Matric Qualification/Grade12.

• Degree in Business Management.

• Minimum 4-5 years of experience in a similar role.

• Microsoft proficiency (word, power point, excel).

• Business communication skills.

• Sound financial knowledge in order to negotiate client fee models and understand margin per client at all times. Drive and manage income statements and profit analysis per client.

• Ability to read and understand client MI reports and convert into presentable review.

• Sales and relationship building capability.

• Presentation skills and public speaking.

• Supplier interactions and negotiations.

• Continued Business consulting in selling technology solutions.