Manager – Client Acquisition & Engagement (Penang)

 

MANAGER – CLIENT ACQUISITION & ENGAGEMENT (PENANG)

Job Role
  • The Manager – Client Acquisition & Engagement is responsible for driving business growth by acquiring high-value corporate clients, strengthening long-term partnerships, and ensuring exceptional service delivery across the client portfolio. This role leads strategic sales and engagement initiatives, oversees the fulfilment of client service level agreements (SLAs), manages a high-performing account team, and identifies opportunities to deepen relationships and maximise revenue. The objective is to position the company as the preferred travel management partner through consistent value creation, service excellence, and innovative solutions.
Job Responsibilities
  • Strategic Client Acquisition:
    • Develop and execute sales strategies to target potential corporate customers across various industries within the assigned territory.
    • Build and maintain strong executive-level relationships with key decision-makers and influencers.
    • Lead contract negotiations, pricing proposals, and responses to RFIs and RFPs to secure new business.
    • Actively participate in business development meetings and industry networking opportunities to expand market reach.
    • Monitor and analyse market trends, client needs, and competitor activities to identify opportunities and inform sales strategies.
    • Provide accurate input for sales forecasts, pipeline reporting, and business performance updates.
  • Client Engagement & Account Management:
    • Serve as the primary contact for assigned corporate accounts, ensuring alignment with client objectives and policies.
    • Proactively manage client relationships to enhance satisfaction, loyalty, and account longevity.
    • Collaborate with cross-functional teams (operations, finance, service delivery) to ensure seamless onboarding and ongoing service excellence.
    • Monitor account P&L, track budgets, and ensure performance meets or exceeds revenue and profitability targets.
  • Service Excellence & SLA Compliance:
    • Ensure adherence to agreed SLAs, travel policies and credit policies across all accounts.
    • Drive a culture of continuous improvement in client servicing processes.
    • Conduct regular account reviews with the clients to assess performance, gather feedback, and align on objectives.
    • Maintain accurate and timely documentation of client interactions in the CRM system.
  • Team Leadership & Development:
    • Lead, coach, and develop a high-performing client engagement and acquisition team.
    • Foster a collaborative, accountable, and results-driven team culture.
    • Provide training and mentoring to ensure ongoing skills enhancement and career growth
  • Portfolio Growth & Value Creation:
    • Identify and execute upselling and cross-selling initiatives to increase client spend and service adoption.
    • Introduce new service offerings and solutions to meet evolving client needs.
    • Analyse account performance data to uncover opportunities and recommend targeted strategies for growth.
  • Stakeholder Management & Collaboration:
    • Build strong internal and external stakeholder relationships to support service delivery.
    • Act as the primary escalation point for client issues and ensure swift resolution.
    • Align internal terms to client objectives through clear communication and shared KPIs.
  • Forecasting & Market Insight:
    • Deliver accurate revenue forecasts and performance reports to senior leadership.
    • Provide insights on market trends, competitive landscape, and client demands to shape business strategy.
    • Perform any other responsibilities assigned by management.
  • Perform any other responsibilities assigned by management.
Job Requirements
  • Bachelor’s Degree in Tourism & Hospitality Management, Business Administration, or related field.
  • 5+ years of relevant experience in client engagement, account management, or sales, preferably within the travel industry.
  • Proven track record in managing corporate client relationships and achieving revenue targets.
  • Strong interpersonal skills with a customer service focus.
  • Excellent communication and negotiation skills.
  • Ability to build rapport with clients and internal teams.
  • Strong strategic and analytical thinking skills.
  • Demonstrated experience in contract negotiation, project management, and service delivery oversight.
  • Excellent communication, interpersonal, and presentation skills.
  • Strong analytical and problem-solving capabilities.
Job Competencies (Knowlegde, Skills & Abilities)
  • Strong understanding and knowledge of the travel industry and destinations, including popular attractions, accommodations, transportation options, and travel trends.
  • Exceptional interpersonal and communication skills with the ability to engage with customers effectively, actively listen to their needs, and provide appropriate recommendations.
  • Proficiency in MS Office, financial software, and ERP systems (e.g., Sabre, Powersuite, online booking platforms).
  • Detail-oriented with excellent organizational and multitasking abilities to manage multiple customer inquiries and travel bookings simultaneously.
  • Passionate about learning and possessing a growth mindset, demonstrating positivity and proactiveness.
  • Ability to thrive in a fast-paced and target-driven environment while maintaining a high level of professionalism and integrity.
  • Ability to work under pressure, prioritize tasks, and meet tight deadlines.
  • Strong leadership skills, capable of inspiring and motivating others to achieve success as a team.
Benefits
  • High reputable travel agency
  • Flexi staff benefits
  • Cross functional & high growth culture

 

About Us

With an illustrious 50-year legacy in catering to the diverse needs of both business and leisure travelers, Holiday Tours & Travel (HTT) stands as a leader in the travel agency. Our focus is on delivering tailored travel solutions across various segments through our key business units. This includes corporate travel, luxury and bespoke travel experiences, MICE (Meetings, Incentives, Conferences, and Exhibitions) trips.

Today, HTT efficiently caters to the travel needs of both local and global multinational companies, solidifying our position as a major corporate travel service provider. Our commitment to excellence is enforced by our extensive portfolio, boasting partnerships with over 500 corporate clients. A testament to our global standing is our affiliation with CWT, the world leader in business travel management. Operating independently under the umbrella of HTT, CWT Malaysia has been an integral part of the CWT Global Partners Network.

HTT has earned acclaim from esteemed partners in the travel industry. Our airline collaborations encompass leading names like Malaysia Airlines, Singapore Airlines, Etihad Airways, Emirates Airlines, Qatar Airways, Turkish Airlines and All Nippon Airways. We are also in partnership with distinguished hotel groups including Virtuoso, Hilton Worldwide, Marriott International, and Accor Hotels just to name a few.

We are seeking talented individuals who possess a growth mindset, passionate to add value to others, build high performance
and leadership culture and capabilities and align with our core values:

WOW – We deliver WOW in all we do.
CHANGE – We embrace CHANGE enthusiastically.
RELIABLE – We are RELIABLE and trustworthy.
GROW – We pursue GROWTH and learning.
HUMBLE – We are HUMBLE.

If this opportunity excites you and you would like to discover more, we would love to meet with you.

At Holiday Tours & Travel, we are dedicated to creating meaningful and memorable experiences for both our clients and our employees. Our dynamic work environment fosters innovation, creativity, and collaboration, ensuring every team member thrives. As an equal opportunity employer, we celebrate diversity and are committed to building an inclusive, supportive workplace where everyone feels valued and empowered to succeed.

Number of Job Openings: 1 Person
Job Type: Full Time
Job Location: Penang

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