Client Services Account Manager

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide marketleading experience in delivering products and services across four core capabilities: Loyalty Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience with 28 global locations servicing over 800 clients in 170 countries employing 1800 people.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 colleagues globally.

Travel Experiences

As part of Collinson we are the worldleading provider of lifestyle membership programmes and travel enhancement products. With a tiered product range designed to meet the varying needs of financial and other service providers on a global scale we help to differentiate products optimise a brand offering and retain valuable customers. Our hero travel membership programme Priority Pass is used by the worlds largest financial services organisations and telecoms providers to add value to their propositions. Businesses also use it to augment employee benefit packages and to enhance corporate travel programmes.

Purpose of the job

The purpose of the Client Services Account Manager role within the Travel Experiences Operations team is to ensure the successful operational management of a key TE client in the EMEA region. Working very closely with the regional Commercial team under a matrix management framework the role ensures that clients are smoothly onboarded into the Collinson programmes; that once established the clients are fully supported with any changes they may need disputes or complaints they may have and that regular client billing processes are supported. The role also works within the standardised and global operational processes to deliver against agreed SLAs and KPIs.

Key Responsibilities

• Perform the daily activities associated with regional EMEA clients that have engagements with Collinson;
  • Onboarding of clients to agreed implementation specifics and timelines;
  • Production of membership and visit billing information;
• Investigation of disputes and complaints and resolution to a satisfactory outcome;
• Creation and distribution of account information management information and reporting;
• Contribute to weekly / monthly & quarterly meetings with key stakeholders & client leadership as required.
• Coordinate with Commercial teams for handover of new Clients and commencement of the onboarding process.
• Work towards meeting SLAs and KPIs with team in alignment to account MSA.
• Ensure contracts for new Clients are drafted in line with commercial agreement before being distributed and signed by both parties.
• Liaise with internal departments to ensure new Deal requirements are briefed promptly and correctly and that Deals are implemented in line with SLAs.
• Follow business processes to ensure new deals implementations or developments are tested and signed off in line with requirements.
• Represent the Operations Team in companywide projects that impact your Client and Region.
• Acquire and maintain a high level of knowledge of the operational systems contractual and financial aspects of your accounts
• Understand Client needs and requirements and work closely with the business to implement correctly.
• Raise operational issues and bugs.

Knowledge skills and experience required

• Experience working in a client facing account management role.
• Engage and communicate across diverse internal & external audiences.
• Educated to a Degree level.
• Languages an advantage but not required.
• High level of numeracy and computer literacy (MS Office).

Person Specification

• Systematically approach issues opportunities and recommendations with a spirit of curiosity and openmindedness.
• Commercially aware with a passion for efficiency and highquality operational delivery.
• Likes to work proactively under pressure to tight deadlines in a dynamic environment.
• Collaborative in approach.
• Shows appreciation & understanding of wider business functions and how departments link together.
• Ability to identify and support in resolving complex issues and know when escalation is required.
• Clear honest and open in all communications.
• Excellent attention to detail.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

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

If you need any extra support throughout the interview process then please email us at

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.