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At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.
Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
About The Role
As an Account Manager, you will act as the partner and trusted advisor to a major UK government client during a significant mobilisation and transition. The purpose of this role is to ensure a successful launch, drive stakeholder satisfaction, and maximise continued value throughout the contract.
You will cultivate strong relationships with key programme stakeholders, acting as the voice of the customer to drive adoption, operational readiness, compliance, and long term partnership success.
What You'll Do
- Serve as the overall owner and account strategist of the client relationship, overseeing the success of the mobilisation programme and ongoing post-launch activities.
- Lead and direct complex, multi-stakeholder transition and implementation activities, managing the programme from initial planning through go-live and hypercare.
- Drive adoption, compliance, and operational success by providing strategic guidance, stakeholder engagement, and change management support.
- Cultivate and maintain strong, trusted advisor relationships with senior client stakeholders to ensure strategic alignment and long-term customer value.
- Conduct regular health checks, lead Quarterly Business Reviews, and facilitate governance meetings to proactively assess programme health, satisfaction, performance, and risk.
- Act as the definitive Voice of the Customer for internal teams, ensuring client priorities, service improvements, and operational requirements are understood and addressed.
- Maintain a deep understanding of the client's contractual requirements, operational objectives, and strategic priorities to deliver an exceptional customer experience.
- Partner closely with internal stakeholders to identify opportunities for continuous improvement and enhanced service delivery.
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What We're Looking For
- Experience in Customer Success or Account Management preferably within complex government, public sector, or regulated environments.
- Experience leading complex mobilisation, transition, or transformation programmes with multiple stakeholders.
- Exceptional project management, organisational, and strategic problem-solving skills to navigate complex change and mobilisation activities.
- High EQ and strong communication skills with the ability to manage change resistance and gain buy-in across stakeholders at all levels.
- Extraordinary attention to detail, with a keen eye for governance, compliance, risk management, and operational quality.
- Drive for results, client-focused mindset, and a commitment to delivering outstanding customer outcomes.
- Bachelor's degree preferred or equivalent professional experience.
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Equal Opportunities
At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we know peoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent. Please notify us of your requirements at recruitment@reedmackay.com.
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