REPORTING TO: TEAM LEADER, CLIENT SUCCESS UK
Location: London
Reed & Mackay delivers service-led corporate travel, people-focused technology, and award-winning event solutions across the globe. As part of the Navan Group, we believe in travel made easy, and in software designed for the people who use it. Born from close working relationships within the financial, legal and insurance sectors, Reed & Mackay combines inspired service with state-of-the-art technology to create a level of travel and event management like no other.
Job Purpose:
Reed & Mackay delivers service-led corporate travel, people-focused technology, and award-winning event solutions across the globe. As part of the Navan Group, we believe in travel made easy, and in software designed for the people who use it. Born from close working relationships within the financial, legal and insurance sectors, Reed & Mackay combines inspired service with state-of-the-art technology to create a level of travel and event management like no other.
Key Responsibilities
- Develop and maintain multiple client relationships, retaining clients and identifying/upselling opportunities.
- Gain acceptance from list of Portfolio client’s to be used as a future reference.
- Develop a progressive relationship with the team to support them in delivering efficient and accurate travel programmes to their portfolio.
- Conduct review meetings and build/maintain a consistent communication plan.
- Assist with co-ordination of client events and travel fairs.
- Implement a business telephone review process for your designated portfolio of clients and manage the multiple and integrated facets of their travel programme and drive their corporate objectives.
- Use Salesforce and ensure that all CS tasks are actioned.
- Ensure active communication with colleagues and suppliers.
- Regularly report to the Team Lead, including escalating matters as and when required.
- Prioritise and manage the Client Success mailbox.
About you:
- You will be a confident communicator with experience in engaging and developing customer relationships, ideally within a customer facing role – skills essential to this role include, but are not limited to:
- The ability to multitask and prioritize workload when managing a number of clients.
- Experience in Operations or a similar client success environment would be desirable.
- Strong communication and written skills, with a curiosity to provoke thought.
- To produce accurate written documentation
- Exceptionally strong listener and the ability to act as the Voice of the Customer
- Ability to interact with ease and confidence with clients and internal stakeholders.
- Tenacious, enthusiastic, keen to use initiative and manage a wide portfolio of clients.
- The ability to understand what service excellence should look like and how to achieve it.
- Process discipline and attention to detail Achieve personal Key Performance Indicators, both those relating
performance and reward.
Internal Responsibilities
Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies.
