Bilingual Sr. Client Services Account Manager (Spanish) Operations · Dallas ·

Collinson Group; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global leader in travel services is seeking a Bilingual Senior Client Services Account Manager (Spanish) in London. This role involves managing key client accounts, ensuring exceptional service delivery, and leading operational initiatives. The ideal candidate has at least 5 years in client services and people management experience, strong analytical skills, and is fluent in English and Spanish. Competitive compensation and benefits package offered.

Benefits

100% employer paid medical, dental, life & LTD insurance

Priority Pass Membership

Global Mentoring Program

Wellness Programs

Lifestyle Benefits

Qualifications

• Minimum 5 years of experience in client services or operations.
• At least 1 year of people management experience.
• Strong numerical skills required.

Responsibilities

• Manage client accounts and ensure service delivery.
• Lead operational excellence initiatives.
• Coordinate teams to meet service level agreements.

Skills

Client services experience

Analytical skills

Proficiency in Excel

Bilingual in English and Spanish

Education

Bachelor’s degree

Job description

Overview

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. The group focuses on travel related benefits within a market leading digital travel ecosystem. Core capabilities include Loyalty, Lifestyle Benefits and Insurance. The group serves over 400m end consumers and has 28 global locations, more than 25 years of experience, servicing over 800 clients in 170 countries and employing 1,800 people. The company has a history of innovation in the market, including Priority Pass and direct travel insurance offerings, and continues to invest in delivering superior customer experiences. Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase and HDFC. The mission focuses on doing good beyond profit by sharing success with people and communities where the work occurs. The team comprises over 1,800 colleagues globally.

What does a Bilingual Sr. Client Services Account Manager (Spanish) do:

The Bilingual Senior Client Services Account Manager (Spanish) is responsible for the strategic and operational management of key global Travel Experience (TE) client accounts. This role serves as the primary operational liaison between clients and internal teams, ensuring seamless delivery of services that meet contractual obligations and exceed client expectations. The position drives operational excellence, standardizes processes, and identifies innovative solutions to support client needs. Through effective team leadership and cross-functional collaboration, the Sr. Account Manager ensures high-quality service delivery, supports continuous improvement initiatives, and contributes to overall business growth and customer satisfaction.

What You'll Do

• Represent the Operations Team in company-wide projects that impact your Client.
• Acquire and maintain knowledge of the operational, systems, contractual and financial aspects of your accounts.
• Understand Client needs and requirements and work with the business to implement correctly.
• Monitor staffing needs and ensure adequate resources to maintain and exceed customer expectations.
• Implement key measurement objectives and report on progress, providing ongoing feedback to staff relative to performance and expectations.
• Identify when account management issues should be escalated internally for oversight and response.
• Contribute to the creation of new operational solutions to meet commercial needs.
• Participate in revisions of globally shared processes, using data to identify gaps and opportunities for operational excellence.
• Organize and manage documentation of processes for training, education and business awareness.
• Share processes, useful information and updates with regional operations teams.
• Lead initiatives from an operational view on business projects to close gaps between current and desired states through process innovation.
• Work toward meeting SLAs and KPIs in alignment with account Master Service Agreements.
• Oversee daily activities of Client Ops staff associated with global clients.
• Onboard clients to agreed implementation specifics and timelines.
• Investigate and resolve client disputes and complaints timely, logging issues and performing trend analyses where appropriate.
• Create and distribute account information, management information and reporting.
• Maintain regular communication with clients, including responses to queries and requests.
• Coordinate with Commercial teams to manage seamless handover and onboarding of new clients per timelines and specifications.
• Coordinate data feed implementations and migrations.
• Produce and distribute monthly client reports.
• Coordinate with internal departments to ensure new deal requirements are briefed promptly and correctly and implemented in line with SLAs.
• Ensure new deals, implementations, and system developments are tested, validated, and signed off per internal processes.
• Understand Client needs and work with the business to implement correctly.
• Team size: 3-5 people.
• Responsible for processes, meeting SLAs and KPIs.
• Act as subject matter expert, involved in changed programs.
• Perform any other tasks deemed appropriate by management.

What You'll Need

• Bachelor’s degree required; advanced degree a plus.
• Minimum 5 years of experience in client services, operations, or sales support roles with increasing responsibility.
• At least 1 year of people management experience, including oversight of remote or virtual teams.
• Strong numerical and analytical skills with proficiency in Excel.
• Proven ability to manage competing deadlines and priorities.
• In English and Latin American Spanish is a plus.
• Excellent written and verbal communication skills across diverse audiences.
• Creative thinker with a solutions-oriented mindset.

You can look forward to a competitive salary and benefit plan including but not limited to

• 100% employer paid medical, dental, life & LTD insurance for employees.
• 100% match to 401k deferrals (limited) with 100% vesting at 6 months.
• Supplemental Insurance including STD, additional Life.
• Priority Pass Membership.
• Global Mentoring Program.
• Wellness Programs.
• Lifestyle Benefits.

Collinson is an equal opportunity employer and welcomes differences in all their forms including color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use. If you need any extra support throughout the interview process, please email us at [e-mail]