Director, Commercial Accounts-Multinational & Allied Partners

Company Name:
American Express
## Description
American Express Business Travel is dedicated to helping its clients realize the greatest possible value from their investment in travel through increased cost savings, outstanding customer service and greater spend control. For small businesses, medium-sized enterprises and multinational corporations, American Express Business Travel provides a combination of industry-leading booking technology, travel management consulting expertise, strategic sourcing and supplier negotiation support and customer service available around the world, around the clock, online and offline.
With over 150 years of innovation behind us, our future could not look more promising. We're growing faster than ever and introducing new solutions, services, and strategies to bring greater value to our business customers. Their success expands our success, so we put heart and soul into helping them achieve results that exceed all expectations.
As the world's largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. The Director, Commercial Accounts - Multinational & Allied Partners is the owner of a portfolio of Multinational accounts serving as a single trusted advisor for clients on a daily basis, responsible for executing account strategies and delivering account performance targets within their portfolio. The role is primarily client-facing, staying visible through travel to client settings up to 60% of the time as geography and budget allow, augmented by regular and proactive client contact through other low-cost channels such as phone, video conferences, and e-mail.
The role reports to the Vice President, Commercial Accounts, and is also the glue between all those within American Express who support the client, including the Managers under their span of control; and, cross-functionally in a matrix environment, Advisory, key product, and support partners - including the Global Client Servicing support platform. The Director's customer approach must satisfy the growing demand among our clients for industry and business insights, elevate client dialogue tailored to how American Express can improve a client's overall business, financial and competitive positioning, and advocate for the client with proactive monitoring against scope of work, making it easy for the client to work with us. The Director must provide leadership and coaching to Managers to facilitate their supporting the same. The Director must be able to evaluate the vision and strategy as set by the Vice President, understand the client's evolving needs across life cycle stages and industry vertical, and articulate to internal and external stakeholders how these form the foundation for tailoring best-fit value proposition at the right time for each client - mastering the insight-led commercial teaching approach. Successful execution will be dependent on the Director's deep understanding of the American Express Business Travel value proposition, products, services and how they are differentiated from the competition - including the ability to routinely identify and influence incremental opportunities to improve business performance. The Director is expected to establish themselves as the single point of contact for the client on a daily basis as needed, and gain the trust and confidence of the Commercial Account team to inspire them to go above and beyond for each of our valued clients. This Director will also be responsible for developing insights and building relationships in key industry verticals such as Financial Services and/or Life Sciences.
The role will require managing C-level relationships across a portfolio of company contacts and providing strategic direction and insight to teams across our global business that interact with customers in this sector. Experience working with clients in Banking, Private Equity or Pharmaceuticals is preferred as Global Business Travel expands our footprint in these sectors. The Director is responsible for executing growth and profitability initiatives and meeting the annual targets in their portfolio around key metrics, staying focused on the customer and subsequently monetizing the increased loyalty that results, through all categories of revenue and margin including premium revenue, transactional fees, blue box products & services, firm fair pricing, optimized servicing platform models, and operational efficiencies. The Director is responsible for understanding the limitations of the businesses T&E; budget and ensuring ROI on T&E; spend.
This Director is also responsible for:
Providing input to the Vice President on client account strategy, including annual execution of an insight-based diagnostic, analysis and action plan against key industry metrics tailored to each individual client's business priorities and objectives.
In depth research in order to maintain a deep understanding of the Business Travel marketplace, including competitive offerings, suppliers, trends, risks and opportunities.
Owning the execution of strategy for sales, retention, servicing and pricing for each client and portfolio and translating this into a living document encompassing a business plan with short and long term opportunities to improve business performance for both the client and American Express.
Develop customized, compelling proposals for products and services to bring the business plan to life through daily account management as well as contract renewals to improve value for the client and our position.
Discover and maximize opportunities for fair pricing. Know how supplier and competitor offerings are priced, is aware of the customer's budget, and is able to overcome pricing objections or identify a walk-away point.
Manage the client contract at every level, understanding commitments made to the client via contracts and statement of work for all markets, and all products and services, and monitor/course correct performance through regular business reviews and documentation both internally and with the client.
Improving the clients' CES survey score, being an advocate for the voice of the customer and influencing the Client's perception of both the account team and American Express through an insightful and high value approach.
Achieving all key financial and performance metrics as aligned with the segment-level business scorecard, proactively managing to annual targets for expansion/penetration, retention, growth and efficiency.
Monitoring the client P&L; to ensure we are realizing the expected profitability, highlighting gaps and anomalies in both revenue and expense and mitigating risks through the appropriate internal groups.
Proactively identifying all client and operational risks related to the client and our business model, and escalating to senior management for appropriate correction.
Providing client insights to Manager teams and other supporting partners to facilitate effective oversight of all client accounts and portfolios.
Driving the strategic and tactical elements of the comprehensive segment retention process, and ensuring with specificity and accuracy 100% data quality. Routinely report and correct failures in process and escalate early indicators of retention risk to senior management as necessary.
Serve as senior decision maker for all matters relating to client portfolio, including with support functions Operations, Client Servicing, Onsites, Marketing, HR and Global Supplier Relations, executing the segment level strategy and facilitating relationships between various members of the commercial account team as necessary.
Driving and maintaining optimal efficiency in MAP client engagement with Global Client Services support teams.
Managing and coaching a team of Managers and below, including recruiting, training and retaining an effective team of high performing talent.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
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## Qualifications
7+ years global account/client management, sales, consulting or procurement experience.
Excellent sales skills and track record, and highly developed negotiation skills with the ability to acquire business to drive growth and competitive advantage.
Ability to reframe and challenge the way customers view their businesses, aligning insights to key customer priorities and tying those insights back to our unique differentiators.
Keenly track economic and industry activity and understands its implications on customer business, including potential new business opportunities with the ability to educate customers on industry trends and best practices adopted by peer companies.
Ability to engage and demonstrate value to c-suite and other senior executives.
Excellent presentation skills.
Understands the difference between an insight-led approach and a relationship-driven service mentality, and has the expertise and comfort level to challenge the client when it will better demonstrate the added value of American Express Business Travel.
Ability to build a high performing, highly motivated team and demonstrated success in managing others to meet performance targets, especially in a virtual environment.
Ability to thrive in a matrixed organization with limited resources, coordinating and securing buy-in from internal and external stakeholders.
Demonstrated expertise in effective change management across a team or organization.
Ability to manage internal and external partnerships.
Analytical, financial, process and problem solving skills applied to business issues achieving significant shareholder gains.
Previous large market, multinational or global client experience required.
MBA strongly preferred
Job: Sales
Primary Location: United States
Schedule: Full-time
Job Posting: May 22, 2014, 12:07:13 PM
Req ID: 14007980

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