SILVERDOOR ASIA PTE. LTD. Hiring! Full Time Client Services Manager in , Earn up to SGD 9,000 - Ricebowl

Leading the APAC unit comprised of 2-3 account management teams of 3-5 people each, you'll be responsible for ensuring that each team achieves targets and that the company has optimum service delivery with all managed accounts and new potential clients.

This includes reviewing KPIs, SLAs, account performance and taking responsibility for ensuring the reservation process is accurate and always correct. It also will involve representing SilverDoor at key client meetings and property partner events.

The role is fundamentally a management and operational role driven by sales with a key focus on improving conversion and achieving targets.

Managing business from existing accounts, developing new business streams from within those accounts and onboarding of any new accounts is a key aspect to this role.

Job Description:

• Responsible for ensuring that their business unit as a whole achieves target

• Manages service levels and standards across unit teams

• Works closely with direct reports and Client Programme Managers to ensure that all clients have a client profile and an agreed action plan

• Responsible for regularly reviewing the action plan and monitoring client performance

• Has a strong awareness of workloads throughout the unit, controls enquiries accordingly and moves staff around if necessary

• Being available to support Client Programme Managers with client engagement as and when required

• Supporting with RFP process as required

• Reviews all correspondence regarding complaints and assists the team and Guest Services as necessary

• Responsible for consistent quote style across business unit (including professional correspondence)

• Responsible for consistent reservation paperwork and upholding standards across all teams

• Works closely with other Client Services Managers to ensure that the business processes are consistent across the Client Relationships department globally

• Ensures all teams have carried out all daily checks and that quotes are sent within the agreed SLAs

• Works with finance on a daily basis to ensure accurate communication and holds weekly meetings with Credit Control and takes action as appropriate to get money owed in

• Ensures the BMS meets the needs of Client Relationships and seeks ways to improve in conjunction with the relevant HOD

• Responsible for reviewing client conversion rates and customer feedback and seeking ways to improve

• Plan and attend review meetings with direct reports when necessary

• Presenting to existing and new clients

• Representing the company at all relevant networking events

• Strong relationships with our property partners and excellent product knowledge

• Take ownership of problems and pro-actively seek solutions

• Effective management and responsibility for your assigned specialism

• Supporting other regional offices when required

Experience:

• Business development
• Account management
• Experience working within a Travel Management Company, Hotel Booking Agency, Hotel, Corporate Housing or Relocation Management Company (mandatory)
• Experience working with the serviced apartment sector and an up-to-date knowledge of the sector (desirable)
• Managerial and Sales experience

Skills:

• Strong communication skills
• Team management
• Outstanding customer service
• Strong presentation and negotiation skills
• Good organisation and time-management skills
• Financial awareness
• Commercial awareness
• Sales driven and motivated by customer service