Client Success Manager

About the Role

As a Client Success Manager, you will be responsible for managing a portfolio of corporate clients and ensuring they receive maximum value from our travel management services. Your focus will be on building long-term client relationships, driving customer satisfaction, improving programme performance, and identifying opportunities to support clients' evolving business needs.

You will serve as a trusted advisor, working closely with clients and internal stakeholders to deliver service excellence, resolve challenges, and promote continuous improvement across the travel programme.

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for assigned client accounts.
• Develop strong relationships with travel managers, procurement teams, executive assistants, and key stakeholders.
• Maintain regular engagement with clients through meetings, business reviews, and strategic discussions.
• Understand each client's objectives, challenges, and travel programme priorities.

Client Retention & Growth

• Drive client retention through proactive account management and service delivery.
• Identify opportunities to expand existing services and introduce relevant solutions that support client goals.
• Support contract renewals and contribute to account growth plans.
• Partner with internal teams to ensure commercial objectives are achieved.

Service Excellence

• Monitor service performance and ensure delivery against agreed service standards.
• Coordinate the resolution of service issues and lead recovery efforts when required.
• Champion continuous improvement initiatives that enhance the client and traveller experience.
• Act as the voice of the client within the organisation.

Reporting & Business Reviews

• Prepare and deliver business reviews highlighting programme performance, traveller behaviour, savings opportunities, and industry insights.
• Analyse travel data and identify actionable recommendations to improve programme effectiveness.
• Track key performance metrics and communicate results to clients and internal stakeholders.
• Present findings and recommendations confidently to management and decision makers.

Programme Development

• Support client onboarding, programme changes, and service implementations.
• Encourage adoption of preferred suppliers, travel policies, online booking tools, and other strategic initiatives.
• Work with operational teams to ensure programme objectives are effectively executed.
• Stay informed on market trends, technology developments, and industry best practices.

Requirements

• Minimum 3-5 years of experience in client management, account management, customer success, or corporate travel.
• Experience within a Travel Management Company (TMC), airline, hospitality, events, or corporate travel environment is preferred.
• Proven ability to build strong client relationships and manage multiple stakeholders.
• Strong commercial awareness and a customer-centric mindset.
• Excellent presentation, communication, and negotiation skills.
• Ability to analyse data and translate insights into practical business recommendations.
• Highly organised with strong problem-solving and project management skills.
• Comfortable working in a fast-paced environment and managing multiple client priorities.
• Proficient in both spoken and written English; additional Asian language capabilities are an advantage.
• Applicants with extensive account management, client success, or corporate travel industry experience, as well as a proven track record of managing strategic client relationships, may be considered for the position of Senior Client Success Manager.

Interested parties please send application detailing contact information, education and employment background, and salary expectation by clicking "Quick apply".

Only shortlisted candidates will be contacted.  We are an equal opportunity employer.  All applications received will be used exclusively for selection purpose and handled confidentially by authorized personnel only.  Your application may also be considered for other suitable positions within the Connexus Travel Limited.  (Please indicate clearly on your application if you would not like to be considered for other suitable positions within the group.) Unsuccessful applications will be destroyed after an appropriate time.

Company Overview

Connexus Travel Limited (formerly Swire Travel Limited) was established in 1948, as the first travel agent registered in Hong Kong (Licence No: 350001). Throughout more than 70 years of excellent service, the company has developed into a leading regional travel management company, with a focus on customer service and technology for Corporate, Leisure and MICE Travel.

Since January 2018, Connexus Travel has obtained PCI DSS certification. Our compliance with the highest global standard is reflected in the people, technologies and processes we employ which ensures our clients’ data and payment card information are safeguarded in the best possible way.

Connexus Travel takes the rights and information security of job applicants very seriously. Please note that our official recruitment communication channels are limited to email (ending with @connexustravel.com) and telephone calls only.

If you receive any messages via WhatsApp, Telegram, Line, or other instant messaging apps claiming to represent Connexus Travel, or any requests for upfront payments, bank details, or other suspicious activities, please remain vigilant and do not respond or provide any personal information.