Customer Relationship Manager

About the role

The Customer Relationship Manager will be responsible for retaining and expanding a portfolio of corporate travel clients. You will act as the trusted advisor, delivering exceptional service and identifying growth opportunities across the travel industry.

Key responsibilities

• Manage a portfolio of corporate client accounts, serving as the primary point of contact.
• Conduct regular client meetings and reviews to understand business objectives and assess service performance.
• Proactively resolve client issues, escalating where necessary to ensure timely resolution.
• Identify and pursue opportunities to retain, grow, and develop accounts through additional products and strategic planning.
• Analyse performance reports to spot trends, risks and opportunities, and act to improve outcomes.
• Prepare and deliver business reviews that demonstrate value and future recommendations.
• Collaborate with internal teams to ensure seamless service delivery.
• Maintain accurate client records, account plans and activity logs in the CRM system.
• Manage, coach and develop a direct report through performance reviews and objective setting.
• Monitor market trends and competitor activity to support client retention and business growth.

Required profile

• Proven experience in account management, customer relationship or customer success within a B2B environment.
• Travel industry experience, preferably with a Travel Management Company (TMC).
• Demonstrated success in client retention and account growth.
• Excellent communication, negotiation and stakeholder management skills.

Required skills

• Proficiency with CRM systems and internal business platforms.