Senior Key Account Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a targeted portfolio of significant Destination Management Companies (DMCs) and their travel arrangements.

• Ensure DMCs adhere to Flash Pack's quality standards and service expectations.

• Take ownership of quality outcomes and respond promptly to trips that fall below performance targets.

• Facilitate the onboarding and training of DMCs regarding the Flash Pack brand, products, systems, and processes.

• Conduct regular performance reviews for DMCs, offering constructive feedback and establishing improvement objectives.

• Actively seek and recover compensation when trip quality does not meet expectations.

• Manage and enhance the complete itinerary change process.

• Connect DMCs with internal departments such as CX, Safety, Finance, and Product Innovation.

• Communicate quarterly trip quality priorities.

• Identify recurring challenges across portfolios and create solutions applicable to the entire team.

• Design and refine team processes, ensuring their implementation.

• Address cross-team issues by determining root causes, formulating solutions, and promoting adoption.

• Mentor other Key Account Managers, leading by example and expertise.

• Report directly to the Head of DMC Account Management.

⛳️ Requirements

• Proven experience managing a portfolio of large, demanding partner, supplier, or client accounts while driving improved results.

• Demonstrated ability to hold partners accountable, manage underperforming suppliers, renegotiate agreements, or recover costs.

• History of developing processes, playbooks, or plans that are embraced and maintained by other teams.

• Exceptional attention to detail.

• Strong commercial insight and an instinct for delivering high-quality customer experiences.

• Capability to tackle complex problems that involve multiple teams, identify root causes, devise plans, and ensure implementation.

• Proficiency in resolving issues swiftly.

• Confident in managing relationships with external partners and internal teams.

• Comfortable working with performance data and dashboards.

• Proficient in utilizing AI tools, ensuring the accuracy of outputs.

• Clear and direct communication skills, including handling challenging conversations.

• Collaborative approach with the ability to mentor colleagues.

• Experience in the travel industry is not mandatory.

• Must be capable of remote work in the UK with a daily overlap of 3 hours with core teams.

🏝️ Benefits

• Flexible remote work arrangements.

• Flexible working hours.

• Transparent salary bands with opportunities for growth.

• Matched pension contributions up to 5% for UK employees; US EOR contribution matching at 2% of earnings per pay period.

• Optional private healthcare.

• Enhanced parental leave: 16 weeks of full pay for primary caregivers and 4 weeks of full pay for secondary caregivers.

• 25 days of annual leave in addition to bank holidays.

• Company closure during the period between Christmas and New Year.

• One birthday off each year.

• Additional annual leave accrued for each year of service at Flash Pack, capped at 5 days.

• Opportunity to work abroad for up to 45 days each year.

• Diverse and inclusive work environment.

• Access to employee groups, including Neurodiversity initiatives.

• Flash Pack Adventure opportunity available after one year of employment.

• Life-Change Care Plans offering personalized accommodations, flexibility, and support.

• £1000 referral bonus.

• Team gatherings every 6-8 weeks, or at least quarterly.

• Virtual all-team socials every 4-6 weeks.