Account Manager

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years’ experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best-known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

You will be predominantly responsible for supporting the existing clients of Collinson’s global travel disruption program (SmartDelay). The role will be part of a multi-disciplined team tasked with the ownership and growth of our SmartDelay travel disruption program. The role holder is expected to work with the SmartDelay commercial, technical, business development, IT, compliance, actuarial and analytics teams, to maintain and grow our existing accounts.

Always with a keen eye on the balance between financial profitability, organic revenue growth and client relationship management, you will work with the SmartDelay management team to identify and implement key operational reporting processes, develop new product ideas and ensure the client business runs within the expected limits. You will possess a background in travel or travel insurance with an understanding of the travel insurance market. You will develop a strong relationship with internal and external insurance partners and be responsible for working with our service delivery team to ensure smooth operations, finance, compliance and IT relationships. You will also work with the wider Collinson Group, looking for opportunities to increase convergence and introduce Group inventory to key clients.

The purpose of the role is to accelerate our organic growth by supporting the onboarding of new partnerships (global focus) as well as increasing the value and profitability of our existing partners. This role provides a genuine opportunity to be involved in key strategic initiatives that will help shape the future of, and forge sustainable profitable propositions for, our SmartDelay product line.

**Key Responsibilities**:

- Work with the Senior Account Manager, SD Technical, Operational and Finance teams to support all areas of client activity, aligning these to business plans and priorities and ensuring awareness of client KPIs against forecast.
- Work alongside the data analytics team to understand SmartDelay client performance and the key factors driving that performance, clearly communicating the underwriting logic and delivering forecast underwriting performance to internal stakeholders and clients across multiple regions and distribution channels.
- Work with the commercial and SmartDelay product teams to create and enhance products with a strong focus on customer service, regulatory requirements and commercial return. Evolve products to suit multiple distribution partners, with an open and innovative approach to customer communication.
- Work closely with the SmartDelay Global Operations Exec to develop a continuous learning loop, using root-cause analysis to improve product and process, taking clients and their point-of-sale requirements into consideration.
- Be the first line of defence through adherence and ongoing development of Collinson governance and oversight processes, continuous review and improvement of customer processes and products, as well as responsibility for supporting any regulatory reporting.
- Support the Finance Team by providing regular customer insight on client budgeting and forecasts.
- Work closely with senior managers within the Insurance division as well as external suppliers and underwriters, to produce appropriate customer feedback, KPIs and dashboards.

**Regulatory Responsibilities**
- Adhere to the FCA’s Conduct rules and the Firm’s code of conduct
- Undertak