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- Tasks: Manage key global client accounts and ensure top-notch service delivery.
- Company: Join Collinson Group, a leader in travel benefits and customer loyalty with 28 global locations.
- Benefits: Enjoy 100% employer-paid insurance, wellness programs, and a competitive salary.
- Why this job: Be part of a diverse team driving innovation and making a positive impact globally.
- Qualifications: Bachelor's degree and 5 years in client services or operations required; bilingual is a plus.
- Other info: We celebrate diversity and support your unique identity throughout the hiring process.
The predicted salary is between 36000 - 60000 £ per year.
Collinson Group is a global leader in driving loyalty and engagement for many of the world’s 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 market-leading 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 1,800 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 1,800 colleagues globally.
What does a Sr. Client Services Account ManagerDo:
The Senior Client Services Account Manager is responsible for the strategic and operational management of key global Travel Experience (TE) client accounts. This role serves as the primary operational liaison between clients and internal teams, ensuring seamless delivery of services that meet contractual obligations and exceed client expectations. The position is critical in driving operational excellence, standardizing processes, and identifying innovative solutions to support client needs. Through effective team leadership and cross-functional collaboration, the Sr. Account Manager ensures high-quality service delivery, supports continuous improvement initiatives, and contributes to overall business growth and customer satisfaction.
What You\’ll Do:
Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues. This role manages Client Operations processes and maintains strong client relationships to ensure effective service delivery.
- 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.
- Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations
- Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations
- Identifies when account management issues should be escalated internally for oversight and response.
- Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business.
- Actively participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence.
- Organise and manage the documenting of processes for training, education and business awareness.
- Ownership of sharing processes, useful information and updates with regional operations teams.
- Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.
- Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements.
- Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson
- On-boarding of clients to agreed implementation specifics and timelines
- Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and trends analysed where appropriate.
- Creation and distribution of account information, management information and reporting;
- Ownership of Communication with Clients on a regular basis including responses to specific queries and requests.
- Coordinate with Commercial teams to manage the seamless handover and onboarding of new clients according to agreed timelines and specifications.
- Coordinate Data feed implementations/migrations
- Producing/distributing monthly reports to clients
- Liaise with and coordinate internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA\’s.
- Ensure new deals, implementations, and system developments are tested, validated, and signed off in alignment with internal business processes.
- Understand Client needs and requirements and work closely with the business to implement correctly.
- Team size 3-5 people
- Responsible for processes (meeting SLAs and KPIs)
- Subject matter experts, introducing, involved in changed programs
- Any other tasks deemed appropriate by management
What You\’ll Need:
- Bachelor’s degree required; advanced degree a plus
- Minimum 5 years of experience in client services, operations, or sales support roles with increasing responsibility
- At least 1 year of people management experience, including oversight of remote or virtual teams
- Strong numerical and analytical skills with proficiency in Excel
- Proven ability to manage competing deadlines and priorities
- Bilingual in English and Latin American Spanish is a plus
- Excellent written and verbal communication skills across diverse audiences
- Creative thinker with a solutions-oriented mindset
You can look forward to a competitive salary and benefit plan including but not limited to:
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
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.
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 ushr@collinsongroup.com
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Sr. Client Services Account Manager Operations · Dallas · employer: Collinson Group
Contact Detail:
Collinson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Client Services Account Manager Operations · Dallas ·
✨Tip Number 1
Familiarise yourself with Collinson Group's core capabilities and key clients. Understanding their business model and the specific needs of their clients will help you demonstrate your knowledge during interviews and show how you can contribute to their success.
✨Tip Number 2
Network with current or former employees of Collinson Group on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare examples of how you've successfully managed client relationships and operational processes in previous roles. Be ready to discuss specific challenges you've faced and how you overcame them, as this aligns closely with the responsibilities of the Sr. Client Services Account Manager.
✨Tip Number 4
Stay updated on industry trends related to travel benefits and customer loyalty programmes. Being knowledgeable about current developments will not only impress your interviewers but also allow you to propose innovative solutions that align with Collinson's mission.
We think you need these skills to ace Sr. Client Services Account Manager Operations · Dallas ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client services, operations, and people management. Use specific examples that demonstrate your ability to manage client relationships and operational processes.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their mission of driving loyalty and engagement, and provide examples of how you've contributed to operational excellence in previous roles.
Showcase Analytical Skills: Since the role requires strong numerical and analytical skills, consider including a section in your application that outlines your proficiency in data analysis and how you've used these skills to drive improvements in past positions.
Highlight Communication Abilities: Given the importance of communication in this role, emphasise your written and verbal communication skills. Provide examples of how you've effectively communicated with diverse audiences and resolved client issues in a timely manner.
How to prepare for a job interview at Collinson Group
✨Understand the Company and Its Clients
Before your interview, take the time to research Collinson Group and its key clients. Familiarise yourself with their services, especially in travel-related benefits, and think about how your experience aligns with their mission of driving loyalty and engagement.
✨Showcase Your Operational Expertise
As a Senior Client Services Account Manager, you'll need to demonstrate your operational management skills. Prepare examples from your past roles where you've successfully managed client accounts, standardised processes, or implemented innovative solutions that improved service delivery.
✨Highlight Your Leadership Experience
Since this role involves managing a small team, be ready to discuss your leadership style and experiences. Share specific instances where you've led teams, resolved conflicts, or motivated staff to meet performance objectives, showcasing your ability to drive operational excellence.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle client disputes. Think of examples where you've successfully navigated challenging situations, ensuring client satisfaction while adhering to company policies and procedures.
