At a Glance
- Tasks: Manage key global client operations and ensure smooth onboarding and issue resolution.
- Company: Join Collinson, a leader in travel experiences and customer engagement.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on operational excellence and teamwork.
- Why this job: Be part of a mission-driven company that values innovation and community impact.
- Qualifications: 2+ years in client-facing roles, degree educated, strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers. Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special.
We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide. 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 1,800 global colleagues.
Purpose of the job
The purpose of the Sr Client Operations Account Executive role within the Product Operations team is to ensure the successful operational management of key global clients, to provide global expertise and support for regions, to provide expertise into the change programme, to standardise the global operational processes and to prioritise operational application issues.
Key Responsibilities
- Perform the daily activities associated with all global clients that have engagements with Collinson;
- On-boarding of clients to agreed implementation specifics and timelines;
- Investigation of disputes and complaints and resolution to a satisfactory outcome;
- Creation and distribution of account information, management information and reporting;
- Communicate with Clients on a regular basis and respond to specific queries and requests;
- Identify when account management issues should be escalated internally for oversight and response;
- 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 on-boarding process;
- Coordinate Data feed implementations/migrations;
- Producing/distributing monthly reports to the client;
- Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements;
- Liaise with internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's;
- Follow business processes to ensure new deals, implementations or developments are tested and signed off;
- Represent the Operations Team in company-wide projects that impact your Client;
- 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;
- Contribute to the creation of new operational solutions to meet the commercial needs of the business;
- Participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence;
- Document processes for training, education and business awareness;
- Contribute to business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements;
- Raise operational issues and bugs;
- Any other tasks deemed appropriate by management.
Knowledge, skills and experience required
- A minimum of 2 years of 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;
- High level of numeracy and computer literacy (MS Office);
- Understanding of the life-cycle of projects.
Person Specification
- Simultaneously think strategically and act tactically;
- Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness;
- Commercially aware with a passion for efficiency and high quality operational delivery;
- Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment;
- 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 on-going success.
Senior Client Operations Account Executive employer: Collinson Group
Collinson is an exceptional employer that prioritises innovation and employee growth, offering a dynamic work culture where diverse talents thrive. With a commitment to operational excellence and a focus on meaningful contributions, employees enjoy opportunities for professional development while being part of a mission-driven team dedicated to enhancing global travel experiences. Located in a vibrant environment, Collinson fosters collaboration and inclusivity, making it an ideal place for those seeking a rewarding career in client operations.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Operations Account Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Collinson Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Collinson Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Client Operations Account Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Collinson Group:Your cover letter is your chance to shine! Tell us why you want to work at Collinson Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Collinson Group!
How to prepare for a job interview at Collinson Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
