Manager – Client Acquisition & Engagement (Penang)

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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.

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.

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.

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.

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Your application will include the following questions :

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Are you willing to travel for this role when required?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Client Engagement Executive?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• Do you have experience in a sales role?

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