Relationship Manager

Manama, Bahrain

Ref: HP647-1371

Job description / Role

Employment: Full Time

Our client, a leading Financial Services company is seeking for a Relationship Manager. You will be reporting directly to the Manager - Relationship Management.

This position is based in Bahrain.

To successfully manage and grow the relationship with a portfolio of High Value customers by handling all Travel, Card and Lifestyle. To complete travel and lifestyle reservations at the point of contact where possible, accurately and efficiently. To provide outstanding relationship management to the satisfaction of all customers and to a higher level than that of our competitors. To contribute to revenue optimization by proactively identifying opportunities to enhance customer engagement with the service and to develop brand loyalty

Principal Accountabilities
Develops and manages a close relationship with a portfolio of High Value customers by fulfilling requests for all aspects (card, travel and lifestyle) of the service accurately and efficiently, aiming to complete transactions at the point of contact where appropriate. Completes service requests and provides customer relevant advice and expertise on products or services, travel destinations and lifestyle requests. Effectively uses a variety of communication methods (telephone, fax, e-mail, SMS) to maintain relationship with customer based on customer preference and availability

Contributes to revenue optimization by proactively contacting customers within the portfolio to ensure engagement and seeking opportunities to enhance the relationship through targeted travel and lifestyle recommendations which anticipate the customers requirements. Ensures that customer profiles are accurate and maintained in support of the proactive servicing philosophy. Measured through SOW, SOTW.

Actively promotes the importance and value of our preferred supplier programmes and works to enhance customer awareness of the product value and benefit proposition. Supports execution of the organizational vision by providing insight into the customer experience and expectation to ensure ongoing relevance of the product and service.

Appropriately leverages internal expertise for complex or bespoke enquiries with the card, lifestyle and travel teams whilst overseeing this activity to ensure completion to the satisfaction of the customer. Continues to own the customer enquiry and acts as the key interface for the customer to deliver a seamless service interaction throughout. Proactively undertakes self development and training to enhance skills which ensure achievement of both personal and business goals. Maintains an awareness of customer trends and industry developments in the Premium Travel and Lifestyle arena and actively engages with the Lifestyle and Destination Expertise programmes.

Makes recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flags complex and/or high exposure issues for resolution to team leader and makes recommendations for future supplier opportunities based on customer insight and demand.

Operates within all organizational compliance principles and ensures customer awareness of appropriate compliance and security requirements relating to the destination and confirms the issuing details and booking conditions for each reservation.

Critical Challenges
Provide optimal travel & lifestyle solutions to a portfolio of High Value premium customers whilst driving requests to preferred suppliers. Provide a friendly, efficient service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty.

Effectively prioritizing workloads whilst maintaining a professional attitude to customers; approaching complex situations with flexibility & researching and resolving complex enquiries without recourse to higher authority. Appropriately influencing colleagues to ensure that customer requests are prioritized & completed in line with customer expectation without having direct authority.

Requirements

- University degree with 5-10 years in customer service experience/hospitality service industry.
- Strong networking, relationship building and influencing skills.
- Ability to build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner & to communicate effectively using a variety of mediums (telephone, fax, e-mail, SMS)
- Demonstrates emotional intelligence in dealing with high value customer enquiries
- Demonstrates creative problem solving and decision making
- Ability to drive customer loyalty by proactively maximizing on opportunities to develop customers emotional & rational brand affinity
- Demonstrates resilience & maintains composure even under pressure
- Ability to effectively resolve conflict if customer is dissatisfied & to apply influence & persuasion to drive a positive customer experience
- Strong Research/information gathering skills and creative problem solving skills

Time & workload management skills
- Ability to work on own initiative or as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements
- Ability to use travel reservation software (GDS) & extensive experience in a Travel Consultant role including expertise in travel geography and destinations around the world

Problem Solving/ Decision Making
- Requires sound judgment based on advanced analytical thought
- Develops innovative solutions in a fast changing environment
- Requires conceptual thinking in complex/completely new situations

About the Company

We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.

ManpowerGroup powers the success of many of the world's most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.

ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.

Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including: