Senior Key Account Manager

About Flash Pack:

When was the last time you made a new friend? The quality of your relationships is the single most important factor for your mental health. Travel has a unique ability to fast-forward the friendship-making process, which is why we’re on a mission to create one million meaningful friendships using the power of travel and technology as a platform for human connection.

We create curated social adventures for solo travellers in their 30s, 40s and 50s. Since launching in 2014, we’ve seen impressive year-on-year growth and become the category leader in a thriving, rapidly expanding market with the majority of our business now in the US.

We’re well-funded, we’ve shaken up an outdated industry, and we see ourselves as a friendship company far more than a travel company. Our culture is down-to-earth, hard-working and compassionate, built by exceptional people who care deeply about doing work we’re proud of.

You can find out more about our culture and life at Flash Pack here.

The Role:

We’re not booking holidays. Our Flashpackers hand us two weeks of the one life they get, often travelling solo, often braver than they feel, and trust us to make it the best fortnight they’ve ever had. That’s why the Key Account Management team has one mission: to work with our local partners to deliver the best trips in the world.

As a Senior Key Account Manager, you’ll be the first point of contact for our most commercially important local partners. You’ve managed big, demanding accounts before, and helped a whole team raise its game. Now you want to do it with partners all over the world, on trips that change people’s lives.

Your mission: make every trip in your portfolio one our Flashpackers can’t stop talking about and help our other Key Account Managers (KAM) do the same. You’ll look after a focused portfolio of our most commercially important Destination Management Companies (DMCs), our local partners who run our trips on the ground. Alongside that, you’ll improve the systems and processes the whole team uses, and help to coach your peers. This is a critical commercial role, in a small team of three Key Account Managers, reporting to the Head of DMC Account Management. It isn’t a line management role: you’ll lead through expertise and example.

If you love building relationships that get results, and making the people around you better, then you’ll thrive here.

In line with our salary framework, the salary for this role is £56,500 - £67,500 (depending on experience).

This role is remote-first in the UK. We get together as a team in London every 8-10 weeks.

Where you will spend your time:

• Managing a portfolio of DMCs and their trips, holding them to Flash Pack’s quality standards and service levels
  

• Owning the quality results across your portfolio, and acting quickly on any trip that falls below target
  

• Onboarding and training your DMCs, from Flash Pack brand and product knowledge through to systems and processes
  

• Running regular DMC performance reviews, giving constructive feedback and setting clear improvement goals
  

• Pursuing and recovering compensation where trip quality falls short
  

• Owning the end-to-end itinerary change process for your trips, improving the product iteratively
  

• Acting as the link between your DMCs and internal teams (CX, Safety, Finance, Product Innovation and others)
  

• Delivering the team’s quarterly trip quality priorities for your own trips
  

• Spotting patterns across every portfolio, such as the same quality issue at several DMCs, and turning them into a team-wide fix
  

• Designing and improving the processes the whole team runs on, and making sure every Key Account Manager actually uses them
  

• Taking on problems that impact several teams: finding the real cause, designing the fix and influencing everyone to adopt it
  

• Coaching other Key Account Managers and setting the standard for how the job is done

What we'd love to see from you:

• Experience running your own portfolio of large, demanding partner, supplier or client accounts, and improving their results, not supporting someone else's portfolio
  

• A track record of holding partners to account: managing an underperforming supplier, renegotiating terms, or recovering costs
  

• A track record of building a process, playbook or plan that other teams adopted and kept using
  

• Meticulous attention to detail: you hold yourself and your DMCs to a high standard and pick up on the small things that make the difference between a good trip and a great one
  

• Strong commercial judgement and a real instinct for what makes a high-quality customer experience, so you know where a team’s effort should go
  

• The ability to own messy problems, including ones that span across several teams: finding the cause, bringing a fully formed plan and getting the fix adopted
  

• Pace: you resolve issues quickly and don’t let them drift
  

• Confident relationship management with external partners and internal teams alike, with the credibility that gets you pulled into other teams' decisions
  

• Comfort with performance data and dashboards, used without hand-holding, plus confident use of AI tools, checking what they produce before you use it
  

• Clear, direct communication, including difficult conversations with partners, peers and other teams
  

• A collaborative style that lives Flash Pack's values and makes the people around you better, including coaching peers to perform better

Travel industry experience isn’t essential. Some of our best Key Account Managers joined us from outside travel.

We’re after the right person and if you don’t quite hit all the criteria, we’d still encourage you to apply. We’d love to chat and see if you could be a great fit for Flash Pack.

Interview Process 🛠️:

Our interviews take place on Google Meet and usually consist of the following stages:

• Introductory chat with our talent team to see if there is a match (30-45 mins)

• An interview with the hiring manager to hear more about your background and experience and to give you a deep dive into the role (45-60 mins)

• A case study and presentation with the hiring manager and a key stakeholder to see how you’d solve a problem (60 mins)

• Meet with one of our founders for any final questions you or we have (45-60 mins)

Diversity and Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met. Once you apply, you will be sent a short Equality, Diversity & Inclusion survey, it would help us immensely if you can complete it.

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