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Manager, Client Services Bermuda

As part of an over $850M Canadian-owned company (an enterprise that consists of Travel Edge, Kensington Tours, and Worldview Travel), Worldview Travel is one of the leading Virtuoso agencies with offices in California, Toronto, Florida, Atlanta, New York, Oregon, and Bermuda. Worldview Travel comprises leisure, corporate and specialty travel divisions and is a recognized leader in the industry

DUTIES & RESPONSIBILITIES:

1.    Build strong, proactive, business relationships with the key day-to-day client contacts that contribute to business retention.  Involves:

·         Understanding client goals and objectives,

·         Providing regular and timely client communication, meetings, and business reviews,

·         Communicating relevant industry information/changes to clients,

·         Addressing client service issues,

·         Actively seeking opportunities to strengthen the relationship by setting up preferred supplier programs with airline, hotel, and car rental companies, and

·         Ongoing communication with advisor teams regarding client policies, special fares, etc.

2.    Identify opportunities for growth and business consolidation within each corporate client including:

·         Travelers/departments not using WVT

·         Meetings and incentive travel

3.    Actively pursue and sign new corporate clients in Bermuda. Involves:

·         Being active and respected in the Bermuda corporate community,

·         Identifying and securing appointments with corporate prospects,

·         Working with the Bermuda General Manager, EVP Corporate, and the Director, Business Development.

4.    Co-ordinate the effective implementation of new clients including:

·         Collecting corporate profile information, determining processes and unique accounting needs, and collecting individual traveler profiles

·         Holding implementation/Q&A meetings

·         Implementing Concur and CCRA

  • Monitor and report on WVT service levels and client satisfaction/NPS.  Recommend and implement action to pro-actively maintain client satisfaction at an extremely high level.
  • Maintain client Salesforce files.
  • Other duties as assigned

QUALIFICATIONS AND EXPERIENCE:

  • 5+ years’ experience managing client relationships
  • An understanding of corporate travel helpful, but not required
  • Microsoft Word and Excel an asset
  • Experience with Sabre and Concur an asset

OTHER CHARACTERISTICS NECESSARY FOR THE SUCCESSFUL PERFORMANCE OF THIS POSITION:

  • Ability to represent WVT in a professional manner
  • Excellent interpersonal skills
  • Strong written and oral communication skills
  • Must be resourceful
  • Must have problem solving abilities
  • Superior decision making abilities
  • Strong organizational skills
  • Ability to multi-task
  • Ability to work independently within approved guidelines
  • Must be proactive

RELATIONSHIPS:

  • Reports to the Director, Client Services (based in Toronto)
  • Works closely with the General Manager, Bermuda, and the corporate advisors
  • Works with WVT Procurement, and preferred supplier partner representatives
  • Works closely with the Concur administration team
  • Maintains the day-to-day business relationships with WVT Bermuda corporate clients
  • Liaises with the Operations Co-ordinator for client set-up and ad hoc reporting
  • Works closely with the designated Corporate Advisor teams

CRITERIA FOR SUCCESS:

Your success in this position will be measured by your ability to:

  • Retain existing clients
  • Secure a higher percentage of existing client business
  • Acquire and implement new clients
  • Bring meaningful benefits to clients

We thank all candidates for their interest however only those selected for an interview will be contacted

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