Account Manager - Hong Kong
Ten Group, Hong Kong
Job Description
We are seeking a passionate, motivated and resourceful Account Manager to join the Client Services team, responsible for developing and managing the relationship of key corporate accounts and ensure the existing contract is successful and grows in revenue and profitability through successful and deep relationship with the clients and close monitoring and management of the local team.
The role will also be a key support to the operations in the region. This will be a key role to ensure that central functions such as Quality Assurance, Training, MAID development, content generation and management, and the Ten culture are adopted as best practice in the region.
Who are we?
Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...
Key responsibilities
Relationship Management / Business Partnerships
- Build strong and trusted relationships at all levels with our key account client organisations, from board level to account managers, operational teams and customer facing staff.
- Act as the primary relationship owner for your assigned portfolio of top tier client accounts.
- Develop and nurture business partnerships to secure a long term growth.
- Ensure that we over deliver on our contractual commitments to maintain client loyalty and be a key influence within the clients business for strategic decisions connected to their customer engagement and retention goals.
- Identify leads for contract growth opportunities with the aim of always being one step ahead of the client in recognising where Ten can make a contribution to their aims.
Day to Day Account Management
- Manage any day-to-day queries/issues with the Client promptly.
- Intervene in any member satisfaction issues to ensure they are solved quickly and to minimise any damage at the account level.
- Work closely with the operational team to ensure they are clear on the evolving requirements and service levels of all corporate accounts.
- Provide accurate management information reports on time accompanied by a positive commentary reinforcing the value of the service, and run effective monthly review meetings and Quarterly Business Reviews.
- Ensure invoices are well managed, allowing for payment to be made on time and according to the contract schedule.
- Support the RFP process for contract renewal.
Business Analysis
- Undertake data and analysis of our offering to competently manage each corporate account, ensuring we optimise the service and have strategies in place to drive the key metrics of each account.
- To quickly understand and analyse data relating to new accounts and their operational delivery requirements in order to translate findings clearly and concisely to colleagues.
- Suggest solutions and improvements to manage highlighted issues through data analysis, and manage the implementation of solutions across the business and with the client organisation.
Marketing Man