Commercial Performance Manager at American Express Global Business Travel in Boise, Idaho, United States Job Description Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. Brand Specific Description: Egencia Position Overview: Egencia is looking for a Commercial Performance Manager for its Global Commercial and Customer Success organization. Your mission will be to partner with Customer Success leaders to help their teams achieving Client Retention performance in line with Egencia's objectives. This is a highly collaborative role with regular interactions with Customer Success Vice Presidents, their respective leadership teams and leaders outside of the commercial organization on cross functional initiatives. You will be leading Egencia's Client Retention program to ensure Egencia retain a maximum of existing clients while maintaining and improving profitability. In order to assess our Decision makers' experience and anticipate on potential client retention risk, you will also lead the B2B part of our Voice of Customer Program (NPS). You will be part of the Commercial organization reporting to the head of Commercial Performance and Operations. Responsibilities: + Partner with the Customer Success VPs to set performance goals, drive improvement across core metrics and report on results (e.g. Client retention, Client risk, NPS, etc ) + Provide clear insights on Commercial performance drivers + Establish and drive commercial and cross-functional initiatives to improve client experience and retention + Lead Client Retention forums (i.e. monthly cross functional meetings) with the Commercial leaders and other department representatives (Customer Service, Product, Supply) to share insights on drivers and secure action plans to drive improvements + Own Risk & Churn Process definition and optimization + Partner with other teams across Egencia as required to understand and support performance initiatives e.g. Finance, Analytics, Sales Ops, other team members in Commercial Enablement Competencies: Experience and Qualification: + 6+ years in Sales or Customer Success organization and/or Operational Excellence + Experience in a global role and ability to work efficiently with people all over the world + Excellent analytical skills and ability to understand root causes + Strong understanding of bu To view full details and how to apply, please login or create a Job Seeker account
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