Client Operations, Account Manager

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.


Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

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 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 2,200 global colleagues.

Purpose of the role 

The purpose of the Client Account Manager role within the Travel Experiences Operations team is to ensure the successful operational management of TE key clients, to provide global expertise and support for regions, to provide expertise into the change programme, to standardise the global operational processes and to prioritise operational application issues.

Key responsibilities 

• Perform the daily activities associated with all global clients that have engagements with Collinson;
• On-boarding of clients to agreed implementation specifics and timelines
• Production of monthly membership and visit billing information;
• Investigation of disputes and complaints and resolution to a satisfactory outcome;
• Creation and distribution of account information, management information and reporting;
• Communicate with Clients on a regular basis and respond to specific queries and requests.
• Identifies when account management issues should be escalated internally for oversight and response.
• Contribute to weekly / monthly & quarterly meetings with key stakeholders & client leadership as required.
• Coordinate with Commercial teams for handover of new Clients and commencement of the on-boarding process.
• Liaise with internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's.
• Follow business processes to ensure new deals, implementations or developments are tested and signed off.
• Represent the Operations Team in company-wide projects that impact your Client.
• Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts.
• Contribute to the creation of new operational solutions to meet the commercial needs of the business.
• Participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence.
• Contribute to business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.

Knowledge, skills and experience required

• Experience working in a client facing account management role.
• Engage and communicate across diverse internal & external audiences.
• Educated to a Degree level.
• Languages an advantage.
• High level of numeracy and computer literacy (MS Office).
• Understanding of the life-cycle of projects.

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: Take Action, 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.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]