At a Glance
- Tasks: Build strong client relationships and drive their success through innovative travel solutions.
- Company: Join Trip.com Group, a leading global travel service provider with a vibrant culture.
- Benefits: Enjoy flexible work arrangements, career growth opportunities, and fun team events.
- Other info: Be part of a diverse team that values integrity and personal growth.
- Why this job: Make a real impact in the travel industry while developing your skills and career.
- Qualifications: University degree, excellent communication skills, and a desire to learn.
The predicted salary is between 37800 - 46200 £ per year.
Job Description
About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip. com Group is a leading global travel service provider comprising of Trip. com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip. com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for Trip. com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Introduction
The Client Success Team is responsible for driving our clients’ retention and growth.
The team is a fast-paced and dynamic unit focused on providing customer .
The key goal of the team is to launch, innovate, and scale our corporate travel solutions.
The business development executive will work closely with Senior Business development managers to support day-to-day operational duties and assist the General Manager in administrative tasks.
In this Role, you’ll get to
- Develop and maintain strong relationships with key clients through regular communication and meetings.
- Identify and understand client needs and expectations, ensuring they are met or exceeded.
- Act as the primary point of contact for clients, providing timely and accurate information and updates.
- Identify opportunities to grow revenue through upselling, cross-selling, and renewals.
- Acting as client advocates, sharing new client requirements with internal stakeholders.
- Ensuring solutions are enhanced to continually meet clients’ needs.
- Conduct quarterly business reviews to achieve strategic goals of program
- Sign renewal contracts with existing clients
- Analyze account profitability, identify and implement ways to increase profitability.
- Raise enhancements needed, follow up with relevant stakeholders to ensure these enhancements go live
- Work closely with the sales team to identify and target new key clients.
- Develop and implement account strategies to increase share of wallet, deepen account penetration, increase profitability and client stickiness.
- Analyze client data to identify trends, opportunities, and potential risks.
- Work with internal teams to ensure smooth service delivery and issue resolution.
- Collaborate with other departments (e. g., operations, finance, marketing) to ensure seamless client experience.
- Mentor and provide guidance to junior account managers, sharing knowledge and best practices.
- Work with cross-functional teams to enhance overall client satisfaction.
- Stay up to date with industry trends, best practices, and competitors' offerings.
- Attend relevant industry events and conferences to network, sharing knowledge learnt at the events back with internal teams after.
What you'll Need to Succeed
- University degree or equivalent experience. MBA Will be an advantage
- Fluent in English and Chinese (Knowing Chinese is a plus not mandatory)
- Excellent interpersonal and communications skills
- Preferred 2- 3 years’ experience in consulting firm or as business analyst would be a plus
- Flexible and adaptable with a strong willingness to learn
- Able to work independently with minimal supervision
- Able to adjust different communication methods depending on the stakeholders
- Possess a strong learning attitude, remaining humble with a hunger to succeed
- Can do attitude, self-motivated and able to work independently
- Have tenacity which will help overcome obstacles.
- Fluent in Excel, Power Point and any other related software for day-to-day operations
- Willingness to travel, if needed
Behavioural Requirements
- Desire to learn new things and improve yourself
- Integrity is fundamentally important to you
- You want to make a corporate travel experience better for everyone
- You are naturally inspiring
- You are street smart
- Why Trip. com Group
We offer a stage to unleash your full potential and drive global impact.
As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace.
Everyone is on a trip, whether it's a career trip or a life trip.
At Trip. com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What’s more?
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement
- Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
- Find out more job opportunities at https://careers. trip. com
- #J-18808-Ljbffr
Client Success Manager, Trip.Biz EMEA & NAM(MJ003861) employer: Trip.com
Trip.com is an exceptional employer, offering a vibrant and inclusive work culture in the heart of Edinburgh. With generous benefits such as 33 days of annual leave, a hybrid working model, and opportunities for continuous learning and career progression, employees are empowered to thrive both personally and professionally. Join a diverse team where many leaders began their journey in customer service, making it a fantastic place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, Trip.Biz EMEA & NAM(MJ003861)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trip.com. 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 Trip.com 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 Client Success Manager, Trip.Biz EMEA & NAM(MJ003861)
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 Trip.com:Your cover letter is your chance to shine! Tell us why you want to work at Trip.com 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 Trip.com!
How to prepare for a job interview at Trip.com
✨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.
