APPLICATION DEADLINE: NOVEMBER 7TH
Reporting to: GLOBAL CLIENT SUCCESS LEAD
Office Location: LONDON
Reed & Mackay leads the global travel and event management arena with extraordinary service and
proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a
business that is always looking forwards, while ensuring that we’re everything that our clients need today. In
May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the
future of business travel.
PURPOSE OF THE ROLE:
Prioritising customer needs and goals and having a client-first approach is essential for client growth and
retention. The Client Success Executive, and the relationships you build with your client portfolio, is a key
component to Reed & Mackay achieving our overall Objective Key Results (OKR’s). The ultimate purpose of the
role is to maintain an exceptionally high level of client retention, identify opportunities for commercial growth
and deliver world-class client engagement.
As part of an award-winning, well-established team, the Client Success Executive serves as a trusted advisor to
a diverse client portfolio. In this role, you will work closely with clients, proactively understanding their meetings
and events needs as well as their strategic objectives. You will be responsible for driving growth opportunities
within the portfolio while acting as the ‘voice of the customer’ to internal stakeholders. A proactive approach is
key to measuring and enhancing client growth, satisfaction, and retention across a broad range of accounts.
Additionally, you will support new sales initiatives and identify growth opportunities within the business travel
and events division.
KEY RESPONSIBILITIES:
Client Relationship Management
- Develop and maintain multi-level client relationships, retain clients, develop strategies, and identify
upselling and cross-selling opportunities. - Act as a primary point of contact for clients
- Create and implement account plans based on client needs and market opportunities.
- Tailor solutions to meet the unique needs of each client.
- Identify upselling and cross-selling opportunities. Delivering YOY growth, revenue and profitability.
- Introduce solution innovation to improve end-to-end processes and drive ‘stickiness’ to R&M services and
solutions - Support client Implementation and onboarding, provide training and support to ensure successful
adoption, then monitor client uptake and offer ongoing support as needed. - Support with operational customer service escalations
Commercial Management & Contract Renewals
- Managing and administering commercial models to clients‘ needs that meet R&M OKR’s
- Drive contract renewals and ultimate client retention
- Consider how commercial models evolve and updated over time
- Track and report on sales activities and account performance
- Provide regular updates to management and clients.
- Monitor client usage, feedback, and satisfaction metrics
Growth Campaigns and Lead Generation
- Requires hands-on involvement in generating new business and expanding client bases
- Outbound sales making initial contact with potential customers to introduce products or services.
- Deliver compelling pitches both via Teams and in person to spark interest and generate sales
opportunities. - Walk prospects through product features and benefits to showcase value
- Keep accurate and up-to-date records of all interactions in the CRM system.
- Track the progress of leads through the sales pipeline and set follow-up tasks.
- Prioritise and organise daily call activities to meet targets
Thought Leadership and Industry Presence
- Stay relevant, and provide clients with cutting-edge insights
- Key focus on fostering creativity and innovation
- Raise Reed & Mackay’s Industry profile by attending industry events in both UK and Abroad
WHAT WE’RE LOOKING FOR:
You are an expert communicator with a proven track record in contract management and sales, skilled in
building and retaining customer relationships. Ideally, you have experience in Client Success, Account
Management, or Sales within the Business Travel or Events industry.
- Minimum of 2 years‘ experience (preferred) in the Events industry
- Proven ability to build and maintain strong relationships with both internal and external stakeholders
across multiple levels. - Flexibility and adaptability in work approach, adjusting to changing environments and priorities.
- Outstanding verbal and written communication skills, with the ability to convey information clearly and
effectively. - Exceptional listening skills and a solutions-oriented mindset, with the ability to effectively address and
resolve problems. - A strong sales mindset with the ability to identify new revenue opportunities within your portfolio
- Experience working in a target-driven environment
- Confidence and ease in interacting with clients and internal stakeholders, especially at the C-suite level
- Entrepreneurial spirit, enthusiasm, and a proactive attitude
- High degree of understanding of what service excellence looks like and how to achieve it
- The ability to prioritise and multi-task
- Empathetic and client-centric focus
- Process discipline and attention to detail
KEY ATTRIBUTE MATRIX – CLIENT SUCCESS MANAGER
Client Focused
– Ability to look at a situation from the client perspective
– Manage a multi-layered relationship with current and potential clients
– Present a professional image of R&M, our corporate philosophies and brand values
– Understanding of key business drivers and how decisions are made
– Presents ideas & concepts logically and clearly, is compelling and has impact
Commercially Minded
– Enthusiastically presents services and solutions with the ability to highlight/demonstrate the benefits to the client
– Ability to identify stakeholders and decision makers within the clients‘ business and deliver appropriate pitches/solutions relevant to their position/role and objectives
– Ability to cross sell services and solutions
– Demonstrate strong solution (product) knowledge or ability to upskill quickly
Essential / Desired
– A wide industry and product knowledge
– Previous Account Management experience (essential)
– Previous Product Management experience (desirable)
– Good analytical skills – ability to absorb large volumes of information, identify trends, behaviours, and opportunities
– Strong knowledge of external competitor activity and market trends
INTERNAL RESPONSIBILITIES
Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies.
