Relationship Manager

Develops and manages a close relationship with a portfolio of High Value Centurion customers by fulfilling requests for all aspects (card, travel and lifestyle) of the centurion service accurately and efficiently, aiming to complete transactions at the point of contact where appropriate.

Completes service requests and provides customer relevant advice and expertise on Centurion products or services, travel destinations and lifestyle requests. Effectively uses a variety of communication methods (telephone, fax, e-mail, SMS) to maintain relationship with customer based on customer preference and availability

• Contributes to revenue optimisation by proactively contacting customers within the portfolio to ensure engagement and seeking opportunities to enhance the relationship through targeted travel and lifestyle recommendations which anticipate the customer’s requirements. Ensures that customer profiles are accurate and maintained in support of the proactive servicing philosophy. Measured through SOW, SOTW.
• Actively promotes the importance and value of our preferred supplier programmes and works to enhance customer awareness of the Centurion value and benefit proposition. Supports execution of the organisational vision by providing insight into the customer experience and expectation to ensure ongoing relevance of the product and service.
• Appropriately leverages internal expertise for complex or bespoke enquiries with the card, lifestyle and travel teams whilst overseeing this activity to ensure completion to the satisfaction of the customer. Continues to own the customer enquiry and acts as the key interface for the customer to deliver a seamless service interaction throughout.
• Proactively undertakes self development and training to enhance skills which ensure achievement of both personal and business goals. Maintains an awareness of customer trends and industry developments in the Premium Travel and Lifestyle arena and actively engages with the Lifestyle and Destination Expertise programmes.
• Makes recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flags complex and/or high exposure issues for resolution to team leader and makes recommendations for future supplier opportunities based on customer insight and demand.
• Operates within all organisational compliance principles and ensures customer awareness of appropriate compliance and security requirements relating to the destination and confirms the issuing details and booking conditions for each reservation
  
  

Requirements

• University degree with 5 – 10 years in customer service experience/hospitality service industry.
• Strong networking, relationship building and influencing skills.
• Ability to build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner & to communicate effectively using a variety of mediums (telephone, fax, e-mail, SMS)
• Demonstrates emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance
• Demonstrates creative problem solving and decision making to both customer & organisational advantage
• Ability to drive customer loyalty by proactively maximising on opportunities to develop customer’s emotional & rational brand affinity
• Demonstrates resilience & maintains composure even under pressure & in the face of frequently changing or competing demands
• Ability to effectively resolve conflict if customer is dissatisfied & to apply influence & persuasion to drive a positive customer experience
• Strong Research/information gathering skills and creative problem solving skills
• Time & workload management skills including prioritising and responding promptly to customer calls and requests whilst remaining calm
• Ability to work on own initiative or as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements
• Ability to use travel reservation software (GDS) & extensive experience in a Travel Consultant role including expertise in travel geography and destinations around the world.