Key Accounts Manager (Retail/B2A) , Hanoi , Vietnam
Position Summary:
The Key Accounts Manager will be responsible for developing, managing, and growing relationships with key accounts. This role will focus on identifying clients' needs, building long-term partnerships, optimizing revenue growth, and ensuring high client satisfaction. The ideal candidate should have a strong background in sales and account management within the travel industry, excellent interpersonal skills, and the ability to strategically align client needs with company offerings.
Key Responsibilities:
Serve as the primary point of contact for assigned key accounts, handling all client commercial inquiries.
Develop deep relationships with decision-makers and influencers within each account to foster loyalty and retention.
Conduct regular reviews of clients' needs, performance metrics, and travel patterns to propose tailored solutions.
Regular partners visits during the week to meet them and build rapport with management and agents.
Develop and implement strategic account plans to meet or exceed sales targets and revenue goals.
Identify and pursue upsell and cross-sell opportunities by promoting additional travel products or services.
Monitor market trends, competitors' activities, and client industry developments to position offerings that match client needs.
Facilitate a seamless onboarding experience for new clients, ensuring they are fully trained on using the company's booking platforms and understanding available services.
Organize periodic training sessions for clients on new features, products, and booking solutions.
Attend industry events, conferences, and trade shows to represent the company, strengthen existing relationships, and establish new connections.
Collaborate with cross-functional teams (e.g., marketing, product, operations) to align on client needs and deliver customized solutions.
Analyze sales data, travel trends, and client usage patterns to identify growth opportunities and areas for improvement.
Prepare and present regular performance reports for each account, along with actionable insights and recommendations to improve sales and service quality.
Maintain accurate records of client interactions, sales activities, and account progress in CRM tools.
Proactively resolve any issues, complaints, or service challenges that may arise, ensuring client satisfaction and retention.
Qualifications and Skills:
Education: Bachelor's degree in Business, Travel Management, or a related field. A Master's degree or additional certifications in travel/tourism or sales is a plus.
Experience: 3-5+ years of experience in key account management, sales, or
business development within the B2B travel or related industry.
Industry Knowledge: Strong understanding of the travel sector, booking platforms, and common challenges in corporate/B2B travel.
Sales and Negotiation Skills: Proven track record of achieving sales targets, with excellent negotiation and persuasion skills.
Analytical Skills: Ability to interpret data, analyze account performance, and generate actionable insights.
Customer-Centric Approach: Strong focus on client satisfaction and relationship-building.
Technical Proficiency: Familiarity with CRM software and booking platforms.
Communication Skills: Excellent verbal and written communication skills, with the ability to present ideas clearly and professionally.
Key Competencies:
Client Relationship Management
Strategic Thinking and Planning
Sales and Revenue Optimization
Problem Solving and Decision Making
Team Collaboration and Coordination
Adaptability and Resilience