Sr. Client Services Account Manager

About this role

Recruiter for the role: Paul Williams Purpose of the Job The Senior Client Services Account Manager is responsible for the strategic and operational management of key global Travel Experience (TE) client accounts. This role serves as the primary operational liaison between clients and internal teams, ensuring seamless delivery of services that meet contractual obligations and exceed client expectations. The position is critical in driving operational excellence, standardizing processes, and identifying innovative solutions to support client needs. Through effective team leadership and cross-functional collaboration, the Sr. Account Manager ensures high-quality service delivery, supports continuous improvement initiatives, and contributes to overall business growth and customer satisfaction.

About the Role Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues. This role manages Client Operations processes and maintains strong client relationships to ensure effective service delivery. • Represent the Operations Team in company-wide projects that impact your Client. • Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts. • Understand Client needs and requirements and work closely with the business to implement correctly.

• Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations • Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations

• Identifies when account management issues should be escalated internally for oversight and response. • Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business. • Actively participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence. • Organise and manage the documenting of processes for training, education and business awareness. • Ownership of sharing processes, useful information and updates with regional operations teams. • Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements. • Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements. • Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson • On-boarding of clients to agreed implementation specifics and timelines • Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and trends analysed where appropriate. • Creation and distribution of account information, management information and reporting; • Ownership of Communication with Clients on a regular basis including responses to specific queries and requests. • Coordinate with Commercial teams to manage the seamless handover and onboarding of new clients according to agreed timelines and specifications. • Coordinate Data feed implementations/migrations • Producing/distributing monthly reports to clients • Liaise with and coordinate internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's. • Ensure new deals, implementations, and system developments are tested, validated, and signed off in alignment with internal business processes. • Understand Client needs and requirements and work closely with the business to implement correctly. • Team size 3-5 people • Responsible for processes (meeting SLAs and KPIs) • Subject matter experts, introducing, involved in changed programs • Any other tasks deemed appropriate by management

Job Requirements Knowledge, skills and experience required • Bachelor’s degree required; advanced degree a plus • Minimum 5 years of experience in client services, operations, or sales support roles with increasing responsibility • At least 1 year of people management experience, including oversight of remote or virtual teams • Strong numerical and analytical skills with proficiency in Excel • Proven ability to manage competing deadlines and priorities • Business proficiency in the language • Bilingual in Spanish required and Portuguese a plus • Excellent written and verbal communication skills across diverse audiences • Creative thinker with a solutions-oriented mindset

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include

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