Position Title: Department: FLSA Status: Location: Reports to: Updated:
Senior Account Manager Cruise Sales Exempt Seattle Office VP Cruise September, 2009
Position Summary: The primary responsibility of the Senior Account Manager is to create value for the membership and for the cruise accounts thru the achievement of annual company and department goals. This will be done thru implementation of new sales models and business processes aimed at achieving these goals. The person needs to be an experienced, motivated, and creative business leader comfortable with working across internal and external groups to deliver these results. Essential duties and responsibilities include the following. Other duties may be assigned. Sales Analysis and Strategic Planning 1. Organizes and executes annual strategic planning meetings and presentation of sales proposals for preferred cruise operators. 2. Negotiate annual goals that maximize the network’s ability to earn based on the member benefits for annual overrides and credits. These will vary by partner and take in account particular market conditions or trends that leverage Virtuoso strengths. 3. Creates customized business plans for cruise accounts in accordance with supplier program participation across the global points of sale. These include North America and Latin America, Caribbean & Bermuda and/or Virtuoso Australia. 4. Coordinates with Member Sales on the delivery of the annual goals including establishing sales targets by cruise line at the agency/agent level and drive for an increase in agency penetration per supplier. 5. Collaborates with Marketing department to provide direction, sales focus, and proofing of all supplier marketing pieces. Manages all marketing commitments in marketing/publishing software (i.e., MediaNet program). 6. Creates and promotes Virtuoso exclusive offers in conjunction with Virtuoso Programs (MasterCard, Alliances, Exclusive Product, Hotel & Resorts, On-Sites and Tourism Boards) and Supplier Value-Added Group programs 7. Assists with the evaluation of preferred supplier prospects and identifies destinations and products in need of new or additional coverage 8. Takes proactive approach to account analysis and market assessment; including the monitoring and evaluation of competing
products and services through research and incorporation of industry intelligence; 9. Monitors cruise product availability and works with cruise partners to translate these into tactical programs executed either thru Virtuoso marketing or thru the network at a local level. Communication and Networking 1. Builds strong relationships through consistent communication with designated account contacts, ensuring consistent flow of information between Virtuoso and supplier. 2. Leverages Composer and Vnet to maximize supplier exposure and timely information flow. This could include content management like news articles, promotions, educational announcements as well as promotional efforts that may be planned or come as tactical opportunities. 3. Coordinates with Technology and Product Content team to ensure that there is comprehensive and accurate display of supplier products. 4. Serve as a primary contact for “firstname.lastname@example.org” to speed resolution of day to day issues. This is a support role with an expectation that learning gained thru issue resolution will be documented and built by the Sales and Service team. 5. Communicates with Virtuoso Cruise Committee Members on regular basis to vet new cruise line preferred supplier candidates, garner regional sales trends, and discuss member concerns regarding cruise supplier policies. 6. Communicate with Member network via annual surveys designed to gauge opinion of suppliers in cruise portfolio. Communicate results to supplier and enact action plans where opportunities for improvement exist. 7. Acts as critical contact to identify, document, and prioritize business requirements for technology deliverables. Partners with technology to deliver tools that support department objectives and goals. 8. Liaises with Member Training Department on development and execution of sales and product training plans for selected supplier account relationships. 9. Facilitates and promotes team collaboration including working with the Voyager Club and Exclusive Product group. 10. Works with colleagues to create and establish protocols for Cruise Sales department business processes and work flows. 11. Escalates issues as required to the Virtuoso Senior Leadership and is capable of presenting and communicating effectively with this group.
Educational and Skills Requirements: Bachelor’s Degree in Sales and/or Marketing or related field 7+ years of experience in the travel industry 2+ years account management experience preferred Critical thinker and problem-solver with excellent judgment and initiative Flexibility and prioritization skills are important. Strong product and promotion creation ability Analytical capability is needed; the ability to direct other teams to get the right information is required. Excellent organizational skills and an extremely high level of accuracy and attention to detail Ability to organize and conduct professional client meetings and presentations CTA/CTC preferred
Type / Nature of Contacts: External: Daily contact with preferred cruise suppliers and members. Internal: Daily contact with Virtuoso staff.