Collinson Is Hiring A Bilingual Sr. Client Services Account Manager

Join Collinson Group – A Global Leader in Loyalty and Engagement

Collinson Group is at the forefront of driving loyalty and engagement for some of the world’s largest companies through innovative travel benefits within a market-leading digital ecosystem. With over 25 years of experience, a presence in 28 countries, and a diverse client portfolio, we are passionate about creating exceptional customer experiences and fostering a culture of innovation. 🌍✈️

About Us

Our expertise spans four core capabilities: Loyalty, Lifestyle Benefits, Insurance, and Travel Ecosystem. We serve more than 400 million consumers worldwide, leveraging unmatched insights into affluent consumers and frequent travelers.

• Over 25 years of experience
• 28 global locations
• Servicing over 800 clients across 170 countries
• A team of 1,800 talented professionals

Innovations include launching the first global VIP lounge program, Priority Pass, pioneering direct travel insurance in the UK with Columbus Direct, and establishing the first loyalty agency in the travel industry with ICLP. Today, we remain committed to innovation to deliver superior customer experiences.

Our Key Clients Include:

• Visa, Mastercard, American Express
• Cathay Pacific, British Airways, LATAM
• Flying Blue, Accor, EasyJet
• HSBC, Chase, HDFC

Our Mission

We aim to do good beyond profit by empowering our people, giving back to communities, and making a positive impact within the markets we serve. 🙌

Meet Our Team

Our success is driven by a diverse, talented global team of over 1,800 colleagues dedicated to excellence and innovation.

Bilingual Sr. Client Services Account Manager (Spanish) – What You Will Do

As a key member of our team, the Bilingual Senior Client Services Account Manager (Spanish) will oversee strategic and operational management of our global Travel Experience (TE) client accounts. Your role is essential in ensuring seamless service delivery, fostering strong client relationships, and supporting continuous process improvements.

Responsibilities

• Act as the primary liaison between clients and internal teams
• Support change initiatives and standardize global processes
• Manage client operations and maintain strong relationships to ensure optimal service
• Represent the Operations Team in company-wide projects
• Maintain deep knowledge of accounts’ systems, contractual, and financial aspects
• Understand client requirements and collaborate with the business for proper implementation
• Monitor staffing levels and resources to meet client expectations
• Report on key performance metrics and provide feedback to teams
• Escalate management issues when necessary
• Develop innovative operational solutions to meet business needs
• Participate in process reviews using data analysis
• Document processes for training and awareness
• Share updates and processes with regional teams
• Lead process improvements, system changes, and team management projects
• Ensure SLA and KPI targets are met
• Oversee daily client operational activities
• Manage client onboarding and implement system migrations
• Investigate and resolve client disputes and complaints
• Generate and distribute reports and management information
• Maintain regular communication with clients
• Coordinate with internal teams for deal onboarding and system testing
• Lead a team of 3-5 professionals
• Ensure processes are aligned with SLAs and KPIs
• Act as subject matter expert and support changed programs

Qualifications

• Bachelor’s degree required; advanced degrees preferred
• Minimum of 5 years in client services, operations, or sales support
• At least 1 year of people management experience, including virtual teams
• Proficiency in Excel and strong analytical skills
• Ability to manage competing priorities and deadlines
• Bilingual in English and Latin American Spanish is a plus
• Exceptional written and verbal communication skills
• Solutions-oriented creative thinker

What We Offer

Join us and enjoy a competitive salary and benefits package, including:

• 100% employer-paid medical, dental, life, and LTD insurance
• Matching 401k contributions with 100% vesting at 6 months
• Supplemental insurance options (STD, additional Life)
• Priority Pass Membership ✈️
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Our Commitment to Diversity & Inclusion

Collinson is an equal opportunity employer that celebrates differences in all forms, including race, gender identity, neurodivergence, age, disability, and cultural backgrounds. We believe diversity fuels our innovation and success. 🤝

Join Our Culture

We are dedicated to fostering a purpose-driven, high-performing environment where our people can thrive, grow, and do meaningful work. Our core values are:

• Act smarter
• Do the right thing
• One team
• Be insight led

Feel free to share your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs). For any interview support, contact us at ushr@collinsongroup.com.

How We Use Our Expertise

Our innovative services help global brands acquire, engage, and retain valuable customers, delivering exceptional experiences that build loyalty and trust. 🌟

© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557.
Registered address: 3 More London Riverside, London, SE1 2AQ, United Kingdom.