Key Accounts Manager

Position Overview

Position: Key Accounts Manager

Work type: Full time

Directly Reports: General Manager

Location: Thailand

 

Key Accounts Manager is responsible for business (agents and direct sales) from assigned markets. S/he has to play an important role in winning new accounts for above & other Profit Centers.  Responsible for developing, training and managing his/her team through the Line Managers. The role conveys the correct Initiative, guidance and follow-through to give the brand promise of service, quality and value for money to the prospective clients, and maximizing performance of the team concern.

 

Key Activities And Responsibilities of The Role

Financial

  • Responsible for Budget, Forecasting, Sales and Profit Maximization for assigned accounts/markets
  • Monthly analyzing reports from group sales, finance and IT system
  • Controlling AR and AP

 

Customer

  • Responsible for Agent Service Excellence, with a constant flow of conversation throughout the booking process (from arrival of quote until departure of client)
  • Responsible for day to day account management with existing partners (including monthly product updates, calls, review of new opportunities, tactical offers)
  • Post departure customer service
  • Assisting with fam trips organisation and planning

 

Internal Process / Operations

  • Co-ordinate with other departments and line manager to ensure smooth operation and customer satisfaction – daily morning briefings
  • Co-ordinate with Procurement to ensure competitive hotel rates are obtained and best promotions are offered
  • Co-ordinate with Transport Department to ensure best customer service excellence (vehicles, chauffeur/guides). Arrange for guide briefing and debriefing.
  • Co-ordinate with accounts on all related issues (Invoicing, Debtors etc.)
  • Co-ordinate with Product and Operations team to obtain competitive rates and product info

 

Learning & Development

  • Identifying training needs & arranging necessary programs needed to cover
  • Being a mentor to other teams and direct reports to ensure company service quality and delivery is met

 

Secondary Responsibilities

  • Coaching
  • Constant learning about the travel industry by reading news lines, industry related magazines and social media

 

Key Outputs / Results From The Role

Measurable Deliverables

  • Sales Performance – Pax, Turnover, Profit
  • Number of new performing agents and winning back agents who have not produced over 12 months
  • Conversation tracker – monthly evaluation with a success rate of above 50% as an individual but also as a leader of the assigned team
  • Conversation ratio of new leads brought in through various DTG channels above 50%

 

Knowledge & Skills

Technical Skills

  • Interpersonal Skills, Sales & Marketing Skills, Negotiation Skills, Sound Business Judgement, Industry & Product Expertise, Analyzing Skills, Customer understanding, Presentation Skills (speaking, writing), Knowledge of travel industry booking systems (i.e.; Tourplan, Travel Studio, etc.) and proficient with use of Microsoft programmes such as Outlook, Word, Excel, power-point, etc.

 

Specific Requirement and Experience

  • English native speaker with comprehensive understanding of the international tourism market
  • 5-8 years’ experience in the Tourism Industry, with possible work experience in overseas
  • Previous experience in sales and/or account management
  • Knowledge of Thailand as a destination is preferred

 

Overall Skill

  • Excellent communication skills, ability to manage a team/people, ability to build relationships with agents/suppliers/staff/ and other departments.

 

Behaviour Skills and Competencies

Accountability

  • Dedicates own efforts and time to complete the assignments
  • Finishes jobs or assignments before deadlines
  • Identifies resources and uses them to complete the task

 

Customer Focus

  • Follows up to ensure customer satisfaction
  • Remains courteous when dealing with all kinds of customers
  • Listens proactively to understand customer needs and strives to meet them

 

Teamwork

  • Actively provides information and suggestions through daily staff meetings
  • Accepts and completes team assignments
  • Works collectively as a team to accomplish goals

 

Problem Solving

  • Identifies routine problems and create routine solutions
  • Performs simple analysis and evaluation to determine course of action

 

Adaptability

  • Works effectively with diverse groups of people
  • Readily adapts to the changing demand of the group or organization
  • Applies and appropriate approach to work under different situations
  • Shows positive attitude

 

Continuous Learning

  • Acquires and implements new knowledge successfully
  • (i.e., observation, shadowing, reading, research, etc.)
  • Stays abreast of job-related information
  • Uses learning strategies to increase knowledge base

 

Key interaction – Internal: Nature or purpose of interaction

1. All team members

  • To ensure smooth operation and customer satisfaction

2. Contracting

  • To ensure competitive supplier rates are obtained

3. Assignment Centre

  • To ensure competitive rates & customer service excellence (vehicles, chauffeur/guides)

4. Accounts

  • To co-ordinate all accounts related points, e.g. Sales Report, Debtors etc.

5. Product Department

  • To obtain competitive rates and product info

6. DTG Sales and Marketing

  • To ensure adapting to the Tone of Voice and the company standards and understanding the nature of the agent
  • To co-ordinate Marketing Activities for the destination and group and ensure company compliancy

 

Key interaction – External: Nature or purpose of interaction

1. Agents/Clients overseas

  • Discuss and negotiate the product range and ensure professional reply, fully documented

2. Suppliers

  • To obtain product updates and negotiate competitive rates