Senior Client Account Manager 12 months FTC
Senior Client Account Manager 12 months FTC
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Job Description
Collinson is the global privatelyowned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide marketleading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.
Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 lounges and travel experiences including dining retail sleep and spa in over 650 airports in 148 countries helping to elevate the journey into something special. We work with the worlds leading payment networks over 1400 banks 90 airlines and 20 hotel groups worldwide.
We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.
Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 global colleagues.
Travel Experiences
As part of Collinson we are the worldleading provider of lifestyle membership programmes and travel enhancement products. With a tiered product range designed to meet the varying needs of financial and other service providers on a global scale we help to differentiate products optimise a brand offering and retain valuable customers. Our hero travel membership programme Priority Pass is used by the worlds largest financial services organisations and telecoms providers to add value to their propositions. Businesses also use it to augment employee benefit packages and to enhance corporate travel programmes.
What does the Senior Client Operations Account Manager at Collinson do
The purpose of the Senior Client Services Account Manager role within the Travel Experiences Operations team is to ensure the successful operational management of a key TE client in the EMEA region supporting Global. Working very closely with the regional Commercial team under a matrix management framework the role ensures that clients are smoothly onboarded into the Collinson programmes; that once established the clients are fully supported with any changes they may need disputes or complaints they may have and that regular client billing processes are supported. The role also ensures that the team work within the standardised and global operational processes to deliver against agreed SLAs and KPIs.
Key Responsibilities of this role include:
- Oversee and manage a team of Account Managers and Account Executives who execute the day to day operational tasks for a key B2B Client.
- Supervise daily activities associated with regional EMEA clients that have engagements with Collinson;
- Onboarding of clients working with them directly to agree implementation specifics and timelines;
- Production of membership and visit billing information in support of the monthly client billing process;
- Management of disputes and complaints to a satisfactory outcome;
- Creation and distribution internally and externally of account information management information and reporting;
- Maintenance of the client program adding card holders renewing card holders creating whitelists and blacklists.
- Lead weekly / monthly & quarterly meetings with key stakeholders & client leadership as required.
- Prepare and manage SLAs and KPIs with team in alignment to account MSA
- Monitor the teams interaction with other internal departments to ensure new Deal requirements are briefed promptly and correctly and that Deals are implemented in line with SLAs.
- Ensure new deals implementations or developments are tested and signed off in line with requirements.
- Represent the Operations Team in companywide projects that impact your Client and Region.
- Acquire and maintain expert knowledge of the operational systems contractual and financial aspects of your accounts and ensure this information is cascaded to the Account Managers and Account Executives.
- Ensure Client needs demands or issues are escalated to management or other parts of the business where appropriate.
Additional Experience
- Experience working in a client facing account management role.
- Engage and communicate across diverse internal & external audiences.
- Proven people management skills including management of remote/virtual workers.
- Educated to a Degree level
- Languages an advantage
- High level of numeracy and computer literacy (MS Office).
Person Specification
- Simultaneously think strategically and act tactically.
- Systematically approach issues opportunities and recommendations with a spirit of curiosity and openmindedness.
- Commercially aware with a passion for efficiency and high quality operational delivery.
- Likes to work proactively under pressure to tight deadlines in a dynamic environment.
- Collaborative in approach.
- Shows appreciation & understanding of wider business functions and how departments link together.
- Ability to identify and support in resolving complex issues and know when escalation is required.
- Clear honest and open in all communications.
- Excellent attention to detail.
- Effective team management capabilities.
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success.
We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.
In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).
If you need any extra support throughout the interview process then please email us at
We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.
Employment Type
Full Time
