Acct. Manager, Member Relations
1 week ago
The Account Manager, Member Relations has an overall goal to support the team and members in achieving annual network sales and engagement goals and to help deliver maximum benefits for the Members. This will be done by partnering with the team and Member Agency Owners/Managers to create engagement and growth plans for member agencies that aligns with the Virtuoso Playbook. The Account Manager will support assigned accounts, manage the day-to-day service and support for members, develop and maintain member reports and data, manage department communications and materials, schedule team and member meetings and events, and provide overall account management support.
Essential duties and responsibilities include the following. Other duties may be assigned.
- Provide account management support for Vice President and Account Directors including scheduling and coordination of meetings, distribution of agendas, taking and distributing meeting notes.
- Build and maintain relationship with agency owners, managers, and advisors to effectively communicate member needs to the Virtuoso organization. Primary contact for all assigned accounts. Collaborate with Agency Owner and Management to align their growth and profitability plans with Virtuoso's sales, professional development, and marketing programs.
- Support increasing Members' production with Virtuoso Preferred Partners, usage of Virtuoso.com, Virtuoso Travel Academy, increasing engagement with Virtuoso marketing, participation in Virtuoso Events, and business growth programs.
- Member Communications:
- Develop, manage, and maintain Owner / Manager and Department content on Virtuoso Website.
- Develop and maintain documentation, collateral and presentations for member sales calls and events.
- Develop content and create Executive Update/department bi-weekly communication and other member communications.
- Coordinate with Corporate Communications on campaigns and customized messages to agency owners/managers and advisors.
- Proactive callouts to specified Members with a focus on engagement ensuring Member Agencies are effectively utilizing Virtuoso resources, engaging with preferred suppliers, and participating in Virtuoso meetings.
- Participates in the development and implementation of new members onboarding.
- Represents the team on internal and member committees including managing communications, roll out plans, reporting and documentation.
- Assist in developing Member Agency Business Summaries and recommendations to support the Member Relations team in maximizing Member Engagement.
- Actively engage members through programs such as focus groups, interactive sessions, and in agency meetings.
- Assist in conducting research and surveys with Members in the US and Canada and create supporting reports to provide information needed for developing meeting agendas and content, program recommendations, database audit, and develop new programs, products, and services.
- Provide feedback from Members to help Virtuoso departments adapt services, benefits, and products needed to fulfill Member and consumer needs. Liaison with Virtuoso Professional Development, Agency Services and Global Preferred Product departments for coordinating campaigns, marketing, training/professional development opportunities, and Member Communications.
Educational and Skills Requirements:
- Bachelor's degree
- CTA/CTC preferred
- 4-7 years of Travel Industry Sales or Account Management/Customer Service experience
- Prior Account Management experience with a demonstrated success rate and ability to work both independently and collaboratively internally and externally
- Proficiency in MSWord, MS Excel, CRM, PowerPoint and Outlook
- Travel industry experience - working with or in or selling to an agency, selling travel, and/or familiarity with agency operations
- Highly motivated and proven ability to thrive in a self-motivated environment, working independently and collaborate with a team
- Excellent communication skills and presentation skills
- Ability to relate well to individuals on one-to-one basis and in larger group presentation settings
- Ability to multitask, prioritize and problem solve independently in a deadline driven environment
- Forward thinking, curious, and creative
- Aware of current business trend knowledge
- Able to collect and analyze complex information, problem solve, and make decisions
- Strong skills in inspiring the win-win-win
- Ability to work independently
Travel Requirements:
- Travel is required, approximately 10%-20%.
- Travel will be primarily domestic but may include some international.
Type/Nature of Contacts:
- Internal: Key job contacts are primarily with managers outside of the job's immediate work unit/department.
- External: Daily contact with member agency owners, managers, and advisors.
We offer a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.
Pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location, experience, knowledge, skills, and abilities of the applicant.
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