Key Account Manager

Job Description

About Flash Pack:

When was the last time you made a new friend? Friendship profoundly improves our emotional wellbeing, sense of belonging, purpose and happiness. Everyone wants more human connection but making new friends is really hard. That’s why we exist, with a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection.

We are Flash Pack – curated social adventures for solo travellers.

We’re a marketplace, so we actually serve two types of customers: solo travellers and the local partners who bring our adventures to life.

Our business is growing year-on-year and backed by strong investor support. Our culture is down-to-earth, hard-working, and compassionate. We’re lucky to have an exceptional team in terms of talent, and our “no a-holes” policy ensures we’re humble and supportive of each other. Integrity is at the heart of our work—we’re driven to do what’s right and to build a company that makes us genuinely proud.

What you’ll find here:

• A culture built around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity
  

• An ambitious high growth mid stage start-up with proven product market fit in over 15 global markets. We’re well-capitalised and backed by founders, investors and entrepreneurs who have built multi-billion dollar companies
  

• A highly collaborative team of ambitious and innovative people on a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection

You can find out more about our culture and life at Flash Pack here.

The Role:

We’re looking for an experienced Key Account Manager to join our team - this is a new and critical role in our team reporting to the Head of DMC (Destination Management Company) Account Management.

You’ll be responsible for building strong relationships with your assigned DMCs and managing their performance, ensuring they deliver high-quality trips to provide a great customer experience and enable growth.

In line with our salary framework, the banding for this role is £43,400 - £59,800 (dependent on experience).

Where you’ll spend your time:

• Proactively managing and overseeing the performance of your assigned DMCs ensuring they are meeting our quality standards, service level agreements and are providing a service that is aligned to our goals and values
  

• Building and maintaining strong relationships with DMCs fostering a collaborative, trusting and transparent partnership - you’ll be having regular performance reviews providing feedback and setting goals so strong relationships will be key!

• Onboarding new DMCs by designing and delivering training to ensure they are aligned with ways of working, our expectations and service level agreements
  

• Utilising performance management tools and processes to track and monitor performance, proactively identifying opportunities and risks and reporting on this data to senior stakeholders such as the Head of DMC / Head of Commercial Supply informing strategic decision making
  

• Sharing any DMC performance issues with our Commercial Supply team so they can implement replacement or supplementation strategies when necessary
  

• Working closely with internal teams such as Commercial Supply and Customer Experience seeking feedback and insights that would be relevant in assessing performance to feedback to the DMCs and providing local information and insights from DMCs to these teams to support internal decision making
  

• Supporting product iteration by working with your DMCs to obtain local information and insights, knowledge sharing and collaborating with internal teams so itineraries can be enhanced and working with your DMCs to bring these changes to life
  

• With the other Key Account Managers, supporting the Head of DMC Account Management to execute the mid and long term strategy for DMC partnerships

What we’d love to see from you:

• You’re an experienced account manager and have demonstrable experience managing key accounts / suppliers and their performance including setting clear expectations and providing constructive feedback - this is not a CX management role or a sales management role
  

• You’re proficient in data analysis and can use analytical tools to monitor performance metrics, identify areas for improvement and flag any risk
  

• You’re a strong problem solver and able to identify problems, investigate and find effective solutions in a quick and effective way
  

• You’re a pro at relationship building and know how to foster strong, collaborative relationships with both external partners and internal teams - you can hold people to account whilst maintaining a collaborative partnership
  

• You’ve got experience with suppliers outside of the UK and ideally in a remote environment - our DMCs are distributed all over the world and all our communication is done remotely
  

• You’re a strong influencer and know how to flex your approach depending on the person - you can use this skill to negotiate and resolve issues with your partners
  

• You’ve done this before in a high growth environment - we’re on a journey of growth and scaling and therefore if you’ve seen this journey before, it would be an added benefit!

We’re after the right person and if you don’t quite hit all the criteria, we’d still encourage you to apply. We’d love to chat and see if you could be a great fit for Flash Pack.

Logistics 🛠️:

Our interviews take place on Google Meet and usually consist of the following stages:

• Introductory chat with our talent team to see if there is a match (30 mins)

• An interview with the hiring manager to hear more about your background and experience and to give you a deep dive into the role (45 mins)

• A case study and presentation with the hiring manager and a key stakeholder to see how you’d solve a problem (60 mins)

• A culture and ways of working interview to see your ways of working are a match with ours (30 mins)

Some roles may have extra stages, but we will let you know as soon as possible in the process if this is the case.

Diversity and Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.

Once you apply, you will be sent a short Equality, Diversity & Inclusion survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.