Strategic Program Manager - New South Wales, Australia

The Experience Studio Account Manager for American Express Meetings & Events is responsible for the successful client management of our top existing The Experience Studio clients including operational success, retention, renewal, and portfolio expansion. The Experience Studio Account Manager will utilize strong collaborative and relationship building skills to leverage American Express Meetings & Events internal resources to maintain profitable business margins, as well as to retain and grow clients.This role will also interface effectively with the leadership and operational teams to manage client satisfaction including but not limited to attending operational meetings, being present onsite at events and uncovering areas in which we can focus on process improvements centered around the creation and deployment of an overall client retention and growth strategy.

What You’ll Do on a Typical Day:

• Responsible for client retention, contract management, revenue growth, profitability, expansion, and overall account/event performance.

• Partner with event operational teams, business travel, corporate card, and other partners to ensure synergies and cross collaboration amongst shared accounts.Lead RFP renewals and individual program resigning in collaboration with operations and sales leadership and in accordance with overall pricing and servicing strategies. Operate in a team-oriented environment with a strong sense of responsibility toward team members and engagement

• Provides meeting industry and product guidance targeted at client experience and operational improvements.

• Participates in client meetings, presentations, and business reviews. Participates in management meetings to ensure standardization of processes.

• Works alongside the operations team to ensure operational success throughout planning and if required, onsite support. Resolves problems and removes obstacles through interaction with other functional departments and escalates obstacles to Leader as needed.

• Develops strategic partnerships with multiple contacts within client and supplier organizations. Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction. Identify, manage, and drive new revenue and repeat incumbent revenue opportunities through the selling lifecycle.

• Assess client-specific needs and develop a client-specific value proposition and pricing. Present a customized value proposition to client executive-level staff and to multiple stakeholders.

• Align with operational and sales leadership on proposed value proposition for servicing and profitability. Develop strategies to drive account growth through new business opportunities. Manage internal processes around pricing and contracting approvals. Partner across American Express Business Travel & Card client managers to drive new sales opportunities through existing relationships.

• Manage client relationship data into CRM systems.

What We’re Looking For:

• Bachelor's degree with 5-7 years of business development experience specifically associated with high caliber event production. Minimum of 6 years client management experience

• Consultative communication skills, including presentation, sales and negotiation in a commercial environment.

• Operational experience or understanding of operational processes as they relate to a client meeting or event.

• Ability to grow internal and external relationships by providing insight and advice to enhance meetings and event solutions value and profitability. Proven ability to drive results through trusted relationships bringing positive results for both the client and the business overall.

• Proven ability to promote change and efficiencies within an organization. Strong knowledge of business financials, contracts, and service levels.

• Demonstrated ability to think conceptually, using strong analytical skills.

• Excellent interpersonal and communications skills and experience at managing client expectations. Demonstrated superior organizational abilities. Ability to lead, influence, and motivate others - indirect reports, internal and external.

• Prior experience in effectively handling multiple projects/demands. Outstanding project management, presentation, and negotiating skills.

• Ability to travel by airplane, boat, rail and/or car. CMP and/or SMMC designation a plus.