Sr. Acct. Manager, Member Relations - Greater China

Virtuoso® is the leading global travel agency network specializing in luxury and experiential travel. This by-invitation-only organization comprises over 1,200 travel agency locations with more than 20,000 travel advisors in 58 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with 2,800 of the world’s best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access. Annual sales of (U.S.) $35 billion make Virtuoso a powerhouse in the luxury travel industry. For more information, visit www.virtuoso.com.

The Senior Account Manager, Member Relations strives for the successful execution of Membership development and engagement in the region. This role drives member performance as it relates to partner revenues, advisor performance, agency engagement, and Virtuoso program optimization. Senior Account Manager as overall responsibility for supporting departmental goals in their region for Virtuoso Member Agency engagement with Virtuoso products and services and preferred supplier production. This will be accomplished through partnership with Member owners and managers, developing the front-line advisors’ sales skills, product focus, marketing initiatives, and sales activities to achieve sales goals with preferred suppliers. The Account Manager will work cross-functionally with employees across the company to deliver a range of products and services from Virtuoso. The focus will be on growing Member’s preferred supplier sales, achieving network revenue goals, usage of Virtuoso.com, Virtuoso Travel Academy, expanded marketing activities, participation in Virtuoso meetings and events and agency services.

Senior Account Managers is responsible for providing input for the design and implementation of the market regional business plan, as it relates to Memberships to maximize Virtuoso’s performance in market. Has overall responsibility for developing and monitoring, in partnership with the Member Agency Owner/Manager, an annual strategic sales and engagement plan.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Understanding of regional business plan and budget:
• Identifies strategic growth and service needs for Members in the market.
• Outlines key needs to customize Virtuoso for regional Member needs.
• Delivery of key performance metrics as outlined in the Business plan.
• Effective governance of Virtuoso OM communication programs and PD programs.
• Assist with marketing program utilization.
• Participate in the execution of regional and global Virtuoso events.
• Identify and develop new business opportunities.
• Attend and participate in member conferences, meetings, and education programs.
• Stay abreast of the competitor’s information and stay updated on trends within the industry.
• Provide feedback to the management teams with respect to critical matters.
• Assist in ensuring that all production reports are accurate.
• Maintain an up-to-date Communications and Account Plan.

• Maintain relationships with agency owners, managers, and frontline advisors both personally and with the help of the team to maximize the value of the Virtuoso Network for Members, as well as sales growth for the company.
• Actively engage members through meetings and events, interactive sessions, and in-person calls.
• Oversight of overall support and services for operational member needs.
• Demonstrate to existing members how the company’s programs can address their business needs – including development/implementation of customer servicing that aligns with different segments of their customers.

• Support preferred supplier and partner sales.
• Support Virtuoso Members in selling preferred partners through a variety of methods, including training/awareness, shared reporting, and advocacy.
• Support Virtuoso’s global efforts for supplier partnerships with local-level marketing and partnerships in coordination with Global Product Partnerships team

• Execute regional meetings, in-market meetings, events, road shows, and management visits as required.
• Develop or coordinate operational processes and data flows related to CRM and other reporting systems that integrate sales production, professional development, regional director visits and contact center. These processes and reporting systems will track at a regional and individual level for members to achieve Member Agency’s annual growth and engagement goals.
• Champion Member needs for the market within the Virtuoso organization. Work with internal departments to develop/implement customized programs/services for member agencies.
• Aides company in overall transition to global-centric company.

• Lead new Member and new Advisors recruitment to meet regional growth and service goals. Monitors Competitor analysis and maintains reporting of it.
• Other duties as required.

Educational and Skills Requirements:

• Tertiary qualifications in Business, Travel & Tourism or Marketing.
• 5 – 7+ years related work experience including the following:
• Strong experience in industry and understanding of the market
• Commercial acumen – negotiation and strategy
• Fluency in English and Mandarin required, Cantonese highly preferred
• CRM – proficiency in using company platform
• Proficient in Microsoft Office Suite
• Prior strategic account management experience and demonstrated account management success
• Innovation – Forward thinking, curious and creative
• Leadership – Ability in leading people or projects
• Analytical Skills (intermediate) – Ability to collect and analyze information, problem solve and make decisions.
• Collaboration – Strong skills in inspiring the win-win-win
• Leadership capabilities
• Excellent presentation skills
• Results orientated
• Strong quality service attitude and approach
• Self-motivated and energetic
• Champion of company goals and objectives

Travel Requirements:

• 35%+ of time for this role will be spent travelling, visiting members attending events, member conferences, and team meetings.
• Travel will be primarily domestic but may include some international.

Type/Nature of Contacts:

• Internal: This role reports to the General Manager. Key job contacts are primarily with other Account Managers and Account Directors, the Marketing Manager, the Account Director Partner Relations and Market General Manager.
• External: Daily contact with CEO’s, senior/executive management, agency owners and managers, marketing teams, and regional salespeople.