Job Description 

The Key Account Manager is a part of ICS Thailand. At the core of our work is making our clients fall in love with our efficiency, organization, and punctuality and going above and beyond to ensure clients have the best experience while in Thailand. The Key Account Manager has an excellent relationship with our local partners in Thailand and can work independently to ensure itineraries are operated correctly.

Reporting to: Account & Relationship Management (Sales)

Key Responsibilities:

A. Contracting & Pricing

• Oversee annual tariff updates for ICS Thailand’s key account partner for both FIT and GIT market segments in coordination with ICS local offices (Bangkok, Chiang Mai, and Phuket);
• Negotiate best supplier rates and ensure quality and competitive rates through product analysis, in coordination with the ICS Product & Contracting team & local offices;
• Manage tour products and selected hotels by continuously closing feedback loops from other departments and our clients;
• Keeping our system updated with rates and information;
• Work with the ICS Product & Contracting team on ad hoc projects, including product research and development;

B. Operations

• Oversee all operations and quotations concerning the ICS Thailand key account partner;
• Work with our team in Indonesia, ensuring reports/proposals are provided on time;
• Oversee local guide recruitment and rostering, and manage and execute in conjunction with the General Manager, Branch Managers, and Sales Managers, annual guide training nationally;
• Proactively monitor the Operations and Customer Service departments, being able to quickly act if required to troubleshoot issues;
• Direct oversight of all requests for bookings/reservations and confirmations with suppliers;
• Actively manage the planning, scheduling, execution, and monitoring of all unit tasks to ensure customer needs are met in a timely and satisfactory manner;
• Create updates and maintain reservations reference materials and procedures;
• Manage reviews and maintain forms and files containing key information and documents required prior to travel;
• Provide feedback on suppliers and service providers at regular intervals to Management;
• Work in close cooperation with all ICS Group departments, branch offices, and country offices;
• Recruit, train, evaluate and provide ongoing development to maintain a highly qualified and motivated Operations Team;

C. Customer Service

• Work with Branch Operations staff to review and debrief tour leaders and guides;
• Ensure all files, paperwork and finances are correctly accounted for;
• Make contact with clients at regular intervals during their programs with the team;
• Resolve proactively any complaints and answer any questions and concerns regarding services and procedures;
• Prepare daily, weekly, and monthly team reports, on various sections of the team for incoming revenue, call logs, client contact logs, overviews, and performance, etc.;
• Monitor and assign the emergency phone roster and participate in handling the emergency/after-hours system.

What we’re looking for:

• Bachelor’s degree, preferably in Tourism or Business.
• Requires at least 5 years of experience in Product, Sales or/and Operations in Thailand.
• Fluent in English, a second language is an advantage.
• Proven excellence in a cross-cultural work environment.
• Possess excellent time management and multi-tasking skills.
• Excellent leadership, communication, and stakeholder management skills.
• Strong problem-solving, analytical, and strategic thinking abilities.

What we offer:

• Full time, 5 days a week, results oriented position. At times, deadlines and time zones may dictate outside office hours work as part of this pivotal position.
• Based at our Bangkok office.
• Negotiable salary depending on experience.
• 15 holidays per year, additional days for each year of employment.
• Annual discretionary bonus.