At a Glance
- Tasks: Lead strategic client relationships and deliver complex loyalty programmes.
- Company: Join Collinson, a global leader in travel experiences and customer engagement.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Other info: Embrace diversity and contribute to a purpose-driven culture.
- Why this job: Make an impact by partnering with major brands in the travel and transport sectors.
- Qualifications: 8-12 years in account management or consultancy with strong relationship skills.
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 global leader in travel experiences and customer engagement, a business that builds loyalty 500 million times a day, across 140 countries, for some of the world's most ambitious brands.
Our clients include major financial institutions, airlines, transport operators and retailers who trust us to design programmes that move customers from passive participation to genuine, measurable commitment. Our loyalty practice sits at the intersection of behavioural strategy, data science and programme design. We believe that the best loyalty programmes are strategic assets - not cost centres - and we've built our methodology around the evidence: that incrementality, not points balances, is the true measure of a programme's worth.
Recent mandates include the design and delivery of large-scale loyalty and customer engagement programmes across the transport, mobility and travel sectors. These are complex, high-stakes initiatives involving multiple stakeholders, significant commercial value and innovative customer propositions. They represent exactly the kind of work this role will be asked to support and lead.
The Account Director is responsible for leading strategic client relationships and ensuring the successful delivery of complex programmes across key enterprise accounts. Working closely with the VP of Account Management, VP of Loyalty Consulting, and VP of Salesforce Loyalty, this role acts as the day-to-day senior client lead, responsible for driving account growth, programme success, stakeholder engagement, and operational excellence.
The role requires a commercially minded and highly organised individual with strong agency or consultancy experience, exceptional relationship management skills, and the ability to navigate complex client organisations. The successful candidate will be comfortable operating across both strategic account leadership and programme delivery, ensuring clients receive an outstanding experience from planning through to execution.
The Account Director must also be highly confident using data, insights, and performance reporting to shape client strategy, inform decision-making, drive optimisation opportunities, and demonstrate measurable programme and commercial outcomes.
Key Responsibilities- Client Relationship Management
Lead day-to-day relationships across a portfolio of strategic enterprise clients. Build strong and trusted relationships with client stakeholders across multiple levels of the organisation. Understand client business priorities and proactively identify opportunities to add value. Act as a trusted advisor to clients, providing strategic guidance and operational leadership. Support the VP of Account Management in developing long-term account growth strategies.
- Programme & Delivery Leadership
Oversee the successful delivery of complex client programmes and initiatives. Work closely with Programme Management and Delivery teams to ensure projects are delivered on time, within scope, and to a high standard. Coordinate cross-functional teams across strategy, partnerships, delivery, and account management to ensure aligned execution and successful client outcomes. Identify and proactively manage programme risks, dependencies, and stakeholder expectations. Ensure delivery excellence and a consistently high-quality client experience.
- Commercial Management
Support overall account performance, retention, and growth. Manage account plans, commercial tracking, and revenue forecasting. Identify opportunities for upsell, cross-sell, and partnership expansion. Support contract renewals, commercial discussions, and client negotiations. Ensure strong commercial governance across accounts and programmes.
- Stakeholder Management
Navigate complex stakeholder environments with professionalism and confidence. Build collaborative relationships with internal teams, external partners, agencies, and suppliers. Influence decision-making and drive alignment across multiple stakeholder groups. Support senior client presentations, workshops, and strategic discussions. Represent the business positively within client and partner organisations.
- Team Collaboration & Leadership
Work collaboratively across Account Management, Programme Management, and Delivery teams. Provide support and mentorship to Account Managers and junior team members. Foster a culture of accountability, collaboration, and continuous improvement. Encourage proactive problem-solving and client-first thinking.
Experience & Skills- Essential Experience
8–12+ years of experience within account management, agency, consultancy, or client services environments. Strong agency or consultancy background managing enterprise-level clients and programmes. Experience working with complex, multi-stakeholder organisations. Proven experience managing strategic client relationships and delivering large-scale programmes. Strong commercial understanding with experience supporting account growth and retention. Experience coordinating cross-functional delivery teams. Experience within loyalty, customer engagement, travel, transport, or related sectors beneficial.
- Key Skills & Competencies
Exceptional relationship management and communication skills. Strong organisational and programme management capability. Commercially minded with strong attention to detail. Confident presenter with strong stakeholder management skills. Ability to manage multiple priorities in fast-paced environments. Collaborative and solutions-oriented approach. Politically aware and comfortable navigating complex client environments. Strong problem-solving and decision-making capability. Resilient, proactive, and highly accountable.
Measures of Success- Client satisfaction and relationship strength.
- Successful delivery of client programmes and initiatives.
- Account retention and commercial growth.
- Delivery against programme timelines, budgets, and objectives.
- Stakeholder engagement and cross-functional collaboration.
- Team contribution and leadership.
This is an opportunity to work on some of the organisation’s most strategic and visible client programmes, partnering with globally recognised brands and major transport and travel organisations. The role offers the opportunity to combine strategic client leadership with programme delivery in a fast-paced and collaborative environment.
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: Take Action, 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 ukrecruitment@collinsongroup.com.
Account Director - Loyalty Consulting employer: Collinson
Collinson is an exceptional employer that offers a dynamic and inclusive work environment, where employees are empowered to lead strategic client programmes for globally recognised brands in the travel and transport sectors. With a strong focus on professional growth, collaboration, and a culture that values diversity, employees can thrive while contributing to meaningful projects that enhance customer engagement and loyalty. The company's commitment to a purpose-driven culture ensures that every team member has the opportunity to achieve their full potential and make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Account Director - Loyalty Consulting
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Collinson. 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 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 Account Director - Loyalty Consulting
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:Your cover letter is your chance to shine! Tell us why you want to work at Collinson 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!
How to prepare for a job interview at Collinson
✨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.
