Account Manager

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty. Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network. Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers. Airport Dimensions Overview Airport Dimensions want travelers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive. Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom, Brazil, and Middle East. Under its brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges, Ambaar Club and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and develops value-added experiences for over 50 airport and airline partners. Recent successes in enhancing the airport journey include entering the South American lounge market for the first time with Ambaar Club in partnership with Ambaar and the launch of Chase Sapphire Lounge® by The Club in partnership with JPMorgan Chase. Airport Dimensions has recently acquired the prestigious No 1 lounges portfolio and sleep lounge experts sleep ’n fly – offering travelers a personal space for a peaceful sleep and using the latest technologies, Airport Dimensions has invested in driving revenue growth for airports and increasing traveler satisfaction with the launch of their first digital service Connecta – a one-stop e-commerce and passenger loyalty platform. Purpose of the job: The Client Manager, Partnerships is responsible for developing and managing airport & client relationships for its locations whilst simultaneously managing partnership obligations and relationships. This role has direct contact with airport, airline & partnership executives. The position represents Airport Dimensions as the primary day to day contact within their assigned network of airports, airlines, and partners. The Client Manager, Partnerships ensures that Airport Dimensions is delivering on their expectations and formal contractual commitments with both the client and the partner, safeguarding the long-term security of our business. The position is also key to keeping up with industry and client expansion activities and seeks to identify opportunities to expand existing partnerships and potential new ones with Airport Dimensions developing range of products and concepts. Reporting to the Vice President of Business Development, the position is key to maintaining and growing Airport Dimensions reputation as the US leading provider of airport experiences and positioning us to retain key clients and contracts as they come up for renewal. The position will also support business development process to ensure projects and initiatives remain on track and managed proactively and efficiently. Key Responsibilities: Provides input into the formulation of AD’s client & partner relationship strategies and annual client management plans. Leads the execution of the agreed plans & identifies and communicates issues along the way. Coordinates and conducts annual and/or semi-annual 360º reviews with assigned client contacts with the objective of identifying client satisfaction levels, leveraging strengths, and identifying areas of improvement. Leads First point of contact for day-to-day questions, concerns, complaints, and compliments related to assigned clients and business partnerships and/or the customers of clients. Takes a creative and pro-active approach to building partnerships by developing a proactive communication plan with client base. Adds value to each relationship through an understanding of client’s strategy, goals and needs. Utilizes KPI reports to update internal team and assigned clients and other stakeholders of performance. Identifies positive and negative trends that require flagging and action. Represents AD at appropriate airport concession meetings and industry conferences. Updates and establishes consistent communication with AD & partner operations, facilities and finance teams regarding issues related to airport and airline partnerships. Identifies opportunities to expand AD’s partnerships with airports, airlines & other strategic partners and communicates to wider Business Development team. Follows up on special requests and requirements of clients & partners. Informs appropriate stakeholders of all client contact changes and possible marketing opportunities. Works to increase the number of senior contacts at airports and airlines with a view to influencing decision-makers and creating increased awareness of AD’s complete products and brand solutions. Knowledge, skills, and experience required: A minimum of 3-5 years of relevant experience in the airport industry (preferred) Ability to work independently, communicate effectively, and execute efficiently. Strong presentation skills and a customer centric approach to all communications Ability to understand where opportunities lie and a drive for growth and results Understanding of commercial contracts and ability to negotiate and consult with leadership on key terms Strong understanding of AD and Collinson products or services and in-depth knowledge of AD’s competition (training provided once on board) Understanding of the airport and airline industry, infrastructure and government regulations and requirements (preferred but not essential) Experience and understanding of all windows applications including Word, Excel, Power-point Use of Sales Force software program a plus Ability to travel as needed (estimated at 25%). Person Specification: A builder of bridges, this role requires someone who enjoys creating positive relationships and can win heart and minds through their communication and personal style. Enjoys seeing results over time through their continued efforts to nurture and grow their assigned areas of the business. Core Competencies Trust-building: Able to earn trust in relationships with others by consistently demonstrating integrity (honesty, consistency, and reliability) and professional competence. Always meets commitments. By building trust, earns a “seat at the table” for AD in forward planning discussions related to use of a shared use lounge. Client & Partner Advocate: Understands and can articulate the client’s most critical issues and challenges. Is forward looking--doesn’t just react to client & partner requests, but actively works with the airport and airline contacts to help define their priorities and expectations in the lounge experience. Empathy: Able to tune into other’s feelings, thoughts, and daily context. Acts in socially appropriate ways. Shows a genuine interest in other people. Asks appropriate questions and listens keenly. Able to adjust and adapt social style and communications (e.g., pace, flow, focus of a presentation). Selfless Independence: Balances dedication to clients & partners with objectivity and independence. Balances the interest and need of the airports and airlines with AD’s overall objectives and strategy. Willing to say “no” or to disagree on important issues. Executive Relationships: Has a track record of building strong relationships with executive decision makers and influencers. Value: Identifies and communicates the value of AD’s product portfolio to the client. Prioritization: Can set priorities and stick to them. Creates a balance between meeting short term business needs and making long-term investments in activities such as relationship building, Time management: Aligns time commitments to priorities. Makes time, regularly, for “important but not urgent” development activities. Able to delegate or eliminate activities to free up more time for key priorities. #J-18808-Ljbffr