Client Executive, Customer Management

Job Description

Job Description - Client Executive, Customer Management (2500001S)

Client Executive, Customer Management - (2500001S)

CWT is a global leader specialising in business travel management. Present in more than 150 countries, CWT serves companies of all sizes, as well as government institutions and non-governmental organisations. By leveraging both the expertise of its people and leading-edge technology, CWT helps clients derive the greatest value from their travel programme in terms of savings, service, security and sustainability. The company is also committed to providing best-in-class service and assistance to travellers.

Main Responsibiities

Retain and develop profitable and/or strategically important clients.

• Develop and successfully manage a joint business plan with clients
• Ensure adherence to all contractual obligations
• Develop an internal strategy for each account via the diagnostic tool in CRM
• Own management information and reporting with regular analysis and presentation to clients in line with CWT procedures
• Take responsibility for nationally contracted commitments as part of a regional/global agreement
• Work with clients to ensure objectives of travel policy are met
• Review service configuration using internal resources
• Assist sales with RFP and re-bids/benchmarking/negotiations and recommendations
• Agree annual budget
  
  

Improve profitability and customer contribution

• Bring value to the customer at all times and seek more billable opportunities
• Ensure that account finances and profitability are reviewed and delivered on time either monthly, quarterly or as agreed
• Have a clear understanding of CWT products and services and introduce them to clients when the opportunities arise
• Proactively seek new commercial opportunities for CWT including up-selling and cross selling to include Solutions Group and Meetings & Events
• Renegotiate financial arrangements as necessary
  
  

To be perceived by customers as a thought leader

• Be up-to-date with the latest developments in the industry
• Seek out industry best practice and be prepared to discuss ideas both internal and externally
• Work to educate customers in the latest industry developments
  
  

Work with customers to deliver T&E solutions

• Produce service level agreement and implement review/planning process
• Review of client and CWT travel processes with a view to reducing costs
• Ensure maximum use of CWT technology
• Look for both client and CWT preferred supplier opportunities within the travel programme
• Seek billable sales for CWT Solutions Group and Meetings & Events
  
  

Demonstrate teamwork

• Attend team meetings and make a positive contribution
• Attend other internal meetings as necessary
• Share best practices and experience with colleagues
• Communicate with all stakeholders involved with the customer both internally and externally
• Regular update of CRM
• Communicate both formally and informally with international colleagues as business demands
  
  

Show a passion for understanding customer needs

• Keep CRM up-to-date with key information about customers with a view to exceeding set minimum requirements by CWT
• Keep up-to-date with world events and the impact they may have
• Conduct regular customer satisfaction activity to include surveys, travel clinics and user groups
• Meet regularly with customers to review progress against the business plan and issue a business review
• Ensure you have the correct relationships within the customer company including decision makers, influencers and users. To also encourage cross fertilization of CWT and customer senior management.
  
  

Qualifications

• Proactive interest in the corporate travel industry
• Time management
• Business Planning
• Presentation skills
• Computer literacy skills
• Negotiation skills
• Interpersonal skills
• Numeracy- to understand client P&L's and profitability
• Literacy- good command of English
• Communication skills
• Analytical skills
• Project management
• Ability to work under pressure
• Commercial acumen
• Team player
• Self- motivation
  
  

Primary Location

: Cairo

Work Arrangement: Hybrid

Employment type

: Standard

Job Family

: Customer Management

Scope: Regional

Travel

: No

Shift

: Day Job

Organization

: Customer_Market Management

Job Posting

: Feb 20, 2025