Account Director

Collinson is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of any colour race ethnicity gender identity sexual orientation neurodivergence family status (including pregnancy) age individuals with disabilities and people from all backgrounds cultures and experiences to apply. If you need reasonable adjustments at any point in the application or interview process please let us know.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc)

Collinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the worlds best known brands to acquire engage and retain the most demanding and choicerich customers. In

particular our unique expertise and insight into high earning frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships enrich their travel experiences protect what matters and assist in in times of need.

Whilst specialising in Financial Services and Travel we support clients globally across a multitude of sectors. We have worked with over 90 airlines 20 hotel groups and more than 600 financial institutions and banks with clients including Accor Hotels Air France KLM American Express British Airways Cathay Pacific Virgin Australia Air New Zealand HSBC Diners Club Mandarin Oriental Mastercard Radisson Hotel Group Sephora Visa and Vhi.

We take our 30 years experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions andhelp them win deeper devotion with their customers.

Collinson is a privatelyowned entrepreneurial business with 2000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass the worlds best known airport experiences programme while we are also the trusted partner behind many of the leading financial servicesairline and hotel brands reward programmes and loyalty initiatives.

The Account Director is responsible and accountable for the business relationship service delivery and growth of key clients within Collinsons portfolio. It is the responsibility of the Account Director to drive results client satisfaction and consistent quality of work from their Account team. This role is also responsible for the strategic direction of the account through identifying and understanding the client needs and defining solutions/services that meet those needs to drive success for the client program as well as delivering value and revenue to Colinson.

Key Responsibilities

• Responsible for the overall management of the client account through exemplary business as usual service .
• Lead client service team members ensuring the team add value with all client interactions structure performance management ensure all relevant processes are documented and executed to client satisfaction.
• Develop strategic relationships with at least 2 levels of client relationships
• Managing the client contact strategy service meetings and collaborate with senior management to develop and deliver the strategic roadmap for the clients program.
• Development and presentation of Quarterly Business Reviews
• Liaising closely with internal and external stakeholders across multiple functions including campaign analytics and IT services to drive program success. Ensure all stakeholders understand program objectives and KPIs.
• Manage the pipeline of client changes contributing to solutions and ensuring appropriate charges are billed
• Monitor client budgets to ensure profitable financial management of the client account.
• Monitor and control accurate client billing.
• Manage and input into contractual service obligations and negotiations.
• Accountable for contributing to the strategic direction and growth of the client account. Input into supporting opportunities for new services/propositions technology solutions consultation and project roadmap which delivers against the clients growth targets. Share best practice from both Collinson and the wider loyalty sector globally.
• Develop compelling gotomarket offerings in loyalty and marketing analytics.
• Scoping cost analysis and pricing of proposals. Liaise with internal stakeholders to develop feasible and profitable solutions/services that are relevant to the client for account growth.
• Problem analysis and resolution; manage customer complaints / escalations.
• Point of escalation and decision making for both client and internal teams.
• Team management; regular 1:1s team meetings team coaching team development etc.

Knowledge Skills and Experience:

• At least 8years experience within the marketing agency /loyalty industry and account services.
• Sound understanding of marketing; loyalty below the line digital mobile CRM.
• Background in credit cards favourable
• Business / Marketing degree level qualifications or equivalent.
• Exceptional track record in people leadership. Strong senior stakeholder management experience.
• Ability to lead manage and motivate a team if direct reports to meet client and company objectives.
• Confidence and the ability to influence clients build and maintain client and stakeholder relationships.
• Team player who can work in crossfunctional environments.
• Experienced negotiator and skilled in conflict resolution.
• Strong problem solving skills.
• Superior documentation and communication skills.
• Experience working with onshore and offshore teams.

Who are we looking for:

• Exceptional communication skills with the ability to communicate with all levels of management cross cultures and time zones.
• Excellent interpersonal skills and comfortable liaising directly with the Client.
• Ability to easily build rapport.
• Positive proactive selfmotivated and able to work on own initiative.
• Ability to motivate and lead others.
• Solution and outcome focused/driven.
• Organised with an excellent attention to detail.
• Ability to focus on high quality work while under pressure and comfortable working with independently in a dynamic and challenging environment.
• Ability to accept direction and suggestions for growth and development.
• Flexible and adaptable to changing environments.