Account Manager

Welcome to Redfern!

We’re extremely proud of our organisation and of the team of people we all work with. We fully understand that we’re only as good as the people who work for us. That’s why we place great emphasis on trying to ensure that Redfern is an enjoyable place to work and that our employees are not only recognised for the value they bring to our company, but that that recognition manifests itself in the way we look after the team of people we work with.

We stand by a core set of values and behaviours that guide everything we do; how we work, how we act and how we do business with our customers, our suppliers and our colleagues. In order for us to continue providing our customers with the highest quality standards of service and best value for money, it is essential that we all share a common philosophy in the way we approach and perform our individual and collective duties and responsibilities. We sincerely hope that all our teams enjoy a long and fruitful career with us.

If this sounds like the kind of place you would like to work and you think you have the necessary skills/experience for the following role, please feel free to apply.

Overview:

The role of the Account Manager is to manage a portfolio of clients using effective account penetration techniques to ensure customer retention.

Key Areas of Responsibility:

• Ensure customer satisfaction through effective account management practices

• Build enduring relationships throughout the customer organisation ensuring engagement at all levels from booker to directors

• Work collaboratively with the Support Teams to resolve customer issues and feedback opportunities for technological or service enhancements

• Keep up to date with travel industry news, market intelligence and competitor activity to aid strategic input into client meetings and workshops

• Conduct regular face to face meetings, as well as telephone and email communication to aid relationship building

Key Measures:

• Excellent client retention with minimal contract losses

• Happy bookers and positive engagement and advocacy from Procurement and Finance

• Review meetings are strategic rather than reactive. The Account Manager sets the agenda, leads the discussion and shares market observations. Customer data has been reviewed and summarised and the Account Manager has recommendations for savings opportunities and traveller efficiencies

• Customers make effective use of Contact Portal, BSU and operational teams, and know when to contact the Account Manager and why

• Personal feedback from clients is positive

Our Values:

Straightforward – Booking travel should never be painful or complicated. We will give our customers the tools, and the people, to help them on their way.

Innovative – We challenge expectation and build new and exciting travel tools and wizardry.

Authentic – We are helpful experts; we won’t blind anyone with science. Our honest and uncomplicated approach provides a dependable solution.

Personable – Surely there’s no other way to do business? We’re warm, we’re friendly, we’re happy, we’re humans! We love what we do and we believe that whilst our technology is important, our customer will always remain at the heart of everything we do.

Commercial – We take the initiative, always looking for opportunities to help our customers buy smarter and save money.