Now Hiring - Senior Account Manager in Pawtucket, RI

Collette is seeking a Senior Account Manager to join our Global Business Development Team.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

The Sr. Account Manager works cross-functionally with Global Business Development, Sales, Customer Care, IT, Partnerships and Marketing teams to drive and execute excellence in account service on behalf of commercial partners to meet department, brand, and strategic company goals.

Reporting to the VP of National Accounts, and working closely with the Global Business Development Teams, this role will serve as a liaison between Collette and its partners, focusing on client satisfaction, driving engagement, experience, retention, and revenue in all relevant channels. This role is also expected to build & manage a team of Account Managers within the Global Business Development Team dedicated to servicing with excellence the growing hosted travel advisor market. With a focus on business development and relationship building with hosted advisors/independent contractors, this role is expected to help increase Host Agency revenue potential, and Collette’s brand presence in the market over time.

With a strategic mindset and a partner-centric approach, this role will work across the organization to ensure the content and systems integration to be delivered on time and on brand. Central to the role is collaboration with external partners to solve issues, communicate needs and create synergy as well as developing qualified new prospects.

Responsibilities include but are not limited to ensuring prioritization of high revenue potential advisors, coaching, and developing Account Managers to work to their potential, overseeing agent database knowledge, consistent communication of company & product value proposition, collaborating on sales strategy/execution & maintaining the feedback loop between the B2B customer & HQ shared services.

Primary Functions:

• Interview, train, schedule, develop/ coach, and performance evaluate a growing team of direct reports. Execute on-boarding plans for new hire Account Managers.
• Create a systematic, process-driven approach to relationship management with a focus on operational efficiency and flawless client-service including making recommendations for improvements while collaborating to solve issues and communicate needs.
• Support a goal-oriented culture through effective coaching and feedback delivery, including identifying skill gaps, providing guidance and working to raise competencies to ensure team success.
• Act as a primary account manager for multiple Host agencies, educate hosted advisors on current marketing initiatives, brand & product experience to ensure our marketing collateral is utilized to the fullest potential and that Collette has a prominent placement with these Host agencies.
• Work with VP National Accounts to analyze reports, develop key department KPIs including revenue targets & yearly/ monthly/ daily work flows in order to identify organizational efficiencies and optimize results.
• Collaborate with Marketing, Outside Sales, and Business Development to maintain customer knowledge and feedback; look in the Host Agency space as a key driver of channel business/ sales strategy.
• Study, track & document industry and competitive trends within the hosted advisor market as a way to develop Collette’s unique competitive advantage & develop effective strategies to increase annual revenue per Agent.
• Attend annual sales meetings, tradeshows, partner conferences & offsite leadership meetings as directed in addition to performing other related duties as assigned.

Knowledge and Skills:

• Ability to lead, inspire, develop, and motivate a team
• Bachelor’s Degree required.
• Three – five years’ experience.
• Strong critical thinking & interpersonal skills
• Strong proficiency in communications, both written and verbal
• Maintains departmental quality in line with KPIs
• Possess high ethical standards that will translate to others
• Proven track record of meeting and exceeding sales goals
• Strong organizational skills
• Ability to analyze data and devise plans to reach departmental goals
• Ability to analyze systems and processes for improvement recommendations
• Ability to adapt to a fast-changing competitive environment
• High proficiency in PC skills (MS Office, social media platforms)
• A passion for travel & cultural discovery
• Ability to travel up to 50% and work weekends as necessary or required
• Capability of working remotely