Travel Industry - Key Account Manager
RPK Management Services
The Key Account Manager is the primary owner of an allocated client portfolio. The role
carries full commercial accountability for the assigned accounts, including revenue
retention, relationship quality, service performance, and billing integrity. It is not a
coordination or support role — the KAM is the client owner, responsible for both the
experience and the outcome.
The role demands a balance of commercial discipline and relationship depth. The KAM must
be able to hold clients accountable to agreed processes while simultaneously strengthening
the relationship, and must engage Operations and Finance as a peer driving resolution
rather than as a conduit for escalation.
1. Commercial Portfolio Ownership
Take full accountability for a defined client portfolio, managing each account as a
commercial asset. Drive revenue retention, identify growth opportunities, and maintain a
clear view of account profitability. Every account must have an active plan with defined
targets.
2. Client Relationship Management
Build and maintain strong relationships with key client stakeholders, engaging regularly
and proactively. Move the relationship beyond transactional service toward strategic
partnership, positioning XL Nexus as a trusted and indispensable travel management
partner.
3. Commercial Discipline and Contract Management
Ensure all services delivered are aligned to agreed commercial terms. Monitor pricing
adherence, identify scope creep, and manage client accountability for agreed processes.
Protect margin by keeping services within contracted parameters.
4. Financial Alignment and Billing Integrity
Work closely with Finance to ensure billing accuracy, resolve disputes timeously, and
support collection of outstanding amounts. The KAM is accountable for ensuring that
revenue converts to cash by driving resolution between the client and internal teams.
5. Cross-Functional Coordination and Issue Resolution
Act as the central point of alignment between Operations, Finance, and the client.
Proactively identify service or billing gaps, drive resolution across functions, and ensure
escalations are handled with urgency. The KAM owns the issue, not just the communication.
Key Performance Indicators
Client Retention Rate
Account Revenue Growth
Account Profitability vs. Target
Billing Accuracy and Dispute Resolution Rate
Client Satisfaction Score
Escalation Frequency per Account
Account Plan Currency and Completion
Payment Collection Support Effectiveness
COMPETENCIES REQUIRED
Commercial Acumen Manages accounts as revenue assets. Understands margin, contract terms,
and the commercial impact of every client interaction.
Relationship Management Builds trust and depth with client stakeholders. Knows when to push back
and when to listen.
Accountability Orientation Takes ownership of outcomes, not just activities. Does not pass problems
up or across without driving resolution.
Communication and Influence Communicates clearly and confidently with clients and internal teams.
Influences without authority.
Analytical Thinking Uses data to manage accounts. Tracks performance, identifies trends, and
acts on what the numbers show.
Collaboration Works effectively across Operations, Finance, and the KAM team to deliver
for the client.
Education Relevant degree or diploma in Commerce, Business, or equivalent
(NQF Level 6 minimum)
Experience Minimum 3 years in account management, client services, or a
commercial role
Industry Corporate travel management or adjacent industry experience
advantageous
Technical Proficiency in GDS systems (Travelport advantageous); competent in
Excel and reporting tools
Regulatory Basic understanding of government procurement processes
advantageous for SOE/government accounts
Salary to be discussed
This position is designated as an Employment Equity role in line with our organisation's commitment to transformation and compliance with the Broad-Based Black Economic Empowerment (B-BBEE) Act and Employment Equity Act. Preference will be given to suitably qualified candidates from designated groups in order to promote equitable representation across all occupational levels, in accordance with our Employment Equity Plan.
