Purpose of the job

The Client Manager, Partnerships is responsible for developing and managing airport & client relationships for its locations whilst simultaneously managing partnership obligations and relationships. This role has direct contact with airport, airline & partnership executives. The position represents Airport Dimensions as the primary day to day contact within their assigned network of airports, airlines, and partners. The Client Manager, Partnerships ensures that Airport Dimensions is delivering on their expectations and formal contractual commitments with both the client and the partner, safeguarding the long-term security of our business.

The position is also key to keeping up with industry and client expansion activities and seeks to identify opportunities to expand existing partnerships and potential new ones with Airport Dimensions developing range of products and concepts.

Reporting to the Vice President of Business Development, the position is key to maintaining and growing Airport Dimensions reputation as the US leading provider of airport experiences and positioning us to retain key clients and contracts as they come up for renewal. The position will also support business development process to ensure projects and initiatives remain on track and managed proactively and efficiently.

Key Responsibilities

• Provides input into the formulation of AD’s client & partner relationship strategies and annual client management plans. Leads the execution of the agreed plans & identifies and communicates issues along the way.
• Coordinates and conducts annual and/or semi-annual 360º reviews with assigned client contacts with the objective of identifying client satisfaction levels, leveraging strengths, and identifying areas of improvement.
• Leads
• First point of contact for day-to-day questions, concerns, complaints, and compliments related to assigned clients and business partnerships and/or the customers of clients.
• Takes a creative and pro-active approach to building partnerships by developing a proactive communication plan with client base. Adds value to each relationship through an understanding of client’s strategy, goals and needs.
• Utilizes KPI reports to update internal team and assigned clients and other stakeholders of performance. Identifies positive and negative trends that require flagging and action.
• Represents AD at appropriate airport concession meetings and industry conferences.
• Updates and establishes consistent communication with AD & partner operations, facilities and finance teams regarding issues related to airport and airline partnerships.
• Identifies opportunities to expand AD’s partnerships with airports, airlines & other strategic partners and communicates to wider Business Development team.
• Follows up on special requests and requirements of clients & partners.
• Informs appropriate stakeholders of all client contact changes and possible marketing opportunities. Works to increase the number of senior contacts at airports and airlines with a view to influencing decision-makers and creating increased awareness of AD’s complete products and brand solutions.

Knowledge, skills, and experience required

• A minimum of 3-5 years of relevant experience in the airport industry (preferred)
• Ability to work independently, communicate effectively, and execute efficiently.
• Strong presentation skills and a customer centric approach to all communications
• Ability to understand where opportunities lie and a drive for growth and results
• Understanding of commercial contracts and ability to negotiate and consult with leadership on key terms
• Strong understanding of AD and Collinson products or services and in-depth knowledge of AD’s competition (training provided once on board)
• Understanding of the airport and airline industry, infrastructure and government regulations and requirements (preferred but not essential)
• Experience and understanding of all windows applications including Word, Excel, Power-point
• Use of Sales Force software program a plus
• Ability to travel as needed (estimated at 25%).

Person Specification

A builder of bridges, this role requires someone who enjoys creating positive relationships and can win heart and minds through their communication and personal style. Enjoys seeing results over time through their continued efforts to nurture and grow their assigned areas of the business.

Core Competencies

• Trust-building: Able to earn trust in relationships with others by consistently demonstrating integrity (honesty, consistency, and reliability) and professional competence. Always meets commitments. By building trust, earns a “seat at the table” for AD in forward planning discussions related to use of a shared use lounge.
• Client & Partner Advocate: Understands and can articulate the client’s most critical issues and challenges. Is forward looking--doesn’t just react to client & partner requests, but actively works with the airport and airline contacts to help define their priorities and expectations in the lounge experience.
• Empathy: Able to tune into other’s feelings, thoughts, and daily context. Acts in socially appropriate ways. Shows a genuine interest in other people. Asks appropriate questions and listens keenly. Able to adjust and adapt social style and communications (e.g., pace, flow, focus of a presentation).
• Selfless Independence: Balances dedication to clients & partners with objectivity and independence. Balances the interest and need of the airports and airlines with AD’s overall objectives and strategy. Willing to say “no” or to disagree on important issues.
• Executive Relationships: Has a track record of building strong relationships with executive decision makers and influencers.
• Value: Identifies and communicates the value of AD’s product portfolio to the client.
• Prioritization: Can set priorities and stick to them. Creates a balance between meeting short term business needs and making long-term investments in activities such as relationship building,
• Time management: Aligns time commitments to priorities. Makes time, regularly, for “important but not urgent” development activities. Able to delegate or eliminate activities to free up more time for key priorities.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com