Account Manager

Account Manager - Official Travel & Hospitality Agent Program

Reports To: Head Travel & Tourism (Sydney)

Office Location: Richmond, London UK

Contract Type: Fixed Term, September 2027

Role Overview

The Account Manager – Official Travel & Hospitality Agent Reseller Program – will play a key role in cultivating and sustaining strong relationships with the Official Travel & Hospitality Agents participating in the Rugby World Cup Experiences reseller program. This role encompasses full lifecycle management of all UK & European third-party agencies for the Men’s Rugby World Cup 2027 in Australia.

The primary focus is on optimizing the onboarding process, managing day-to-day agency interactions, and enhancing operational efficiency to drive maximum revenue through our appointed agents in market. This position requires close collaboration with the Head of Travel and Tourism to stimulate incremental sales and unlock new revenue streams through agents. We are seeking a proactive self-starter with a strategic, results-oriented mindset who excels at building strong partnerships and effectively promoting our Rugby World Cup Experiences.

Main Accountabilities

• Manage Agency Administration: Oversee daily administrative interactions with agencies, providing programme guidance, resources (e.g., seating maps), and deadline reminders to enable efficient agency operations.
• Drive Revenue Opportunities: Identify and pursue revenue growth opportunities aligned with our Agent Reseller Programme’s commercial goals to support revenue growth and market expansion.
• Administer Booking Processes: Collaborate with the Head of Travel & Tourism and Ticketing Manager to coordinate agency ticket and experience orders, exchanges, and returns to ensure smooth, efficient, and compliant ticketing workflows.
• Lead Agency Onboarding: Manage end-to-end onboarding of new agencies to ensure seamless integration into the programme and adherence to rightsholder standards, enabling consistent partner performance from the outset.
• Lead Communication Management: Oversee and manage agency inboxes across the UK and Europe to ensure timely, proactive, and consistent communication with all partner agencies; maintain accurate records in the CRM to support transparency, traceability, and high-quality relationship management.
• Monitor and Mitigate Risk (Black Market Activity): Proactively monitor UK and European markets for black market activity, maintaining a detailed register of unofficial operations to ensure compliance with regulations and protect brand and commercial integrity.
• Ensure Contractual Compliance: Monitor and enforce compliance with rightsholder and agency agreements to safeguard legal and regulatory obligations and uphold the integrity of the programme.
• Coordinate Agency Reporting: Collect and manage timely and accurate reports from agencies as required by rightsholders to ensure accountability, data accuracy, and programme transparency.
• Represent Onsite and Build Agency Relationships: Act as a key representative at events and throughout the calendar year to support agency engagement, resolve issues in real-time, and build strong, collaborative relationships that contribute to event success.
• Support Ad Hoc Project Needs: Undertake additional tasks assigned by senior leadership to contribute to broader project goals and ensure operational flexibility and team support.
• Foster Cross-Team Collaboration: Work closely with the Australian-based Rugby World Cup Experiences sales team and Account Manager to align on strategic priorities, ensuring unified efforts across markets and channels for cohesive programme delivery.

Key Experience

• Client Relationship Management: Demonstrated expertise in building and maintaining strong client relationships through face-to-face meetings, consultations and effective communication, both in person and over phone & Teams video calling.
• Influential Communicator: Clear, effective communicator across all levels, fostering collaboration with internal teams and external stakeholders.
• Drive for Results: Demonstrative experience in achieving continued growth of programs.

Desirable Competencies

• Self-Starter: Demonstrates initiative and drive by independently identifying opportunities, taking ownership of tasks, and delivering results without the need for constant supervision.
• Passion for Sport and Industry Knowledge: Understanding of sports industry and large-scale global events in the premium hospitality and/or sport travel industry.
• Customer-Centric and Team-Oriented: Actively prioritizes customer satisfaction while fostering strong collaboration within teams, leveraging collective strengths to deliver exceptional service and build lasting client relationships.
• Thrives under high pressure: Remains focused and composed in high-pressure situations, effectively managing stress while maintaining productivity, decision-making quality, and meeting tight deadlines.

Who We Are

STH Group is a Sodexo Live! company, with offices in London, Miami, Auckland, Sydney, and Melbourne, enabling a truly global reach and service offering.

Our Company partners with event owners to make the biggest sporting events in the world - even better! From the Olympic Games in London and Tokyo, the Cricket World Cup in England & Wales to the Rugby World Cups in Japan, England, New Zealand and France, our award-winning team cover the globe to create travel and hospitality programmes with one simple ambition – to leave sports fans knowing they have just been part of an experience of a lifetime.

What We Stand For

Through joining STH, you can be part of a motivated, high-performing team that thrive on the excitement of working to bring fans to the heart of the action at the biggest sporting events in the world. We have a collaborative and driven culture, that focuses on collective success and empowerment – maximising opportunities to be innovative in our service offering and ensuring development opportunities are fruitful for our team!

STH Group identify the below values as fundamental commitments for every member of our team. Like the athletes we admire and connect with fans, we use these as our guiding compass in everything that we do, which supports a “one-team” mentality, culture-code and aligned directive.

• Service Spirit: We are customer obsessed, encouraging our teams to anticipate expectations and take pride in all services they deliver.
• Spirit of Progress: We strive to be trailblazers, we seek continuous improvement and innovation in everything that we do.
• Team Spirit: We thrive on winning together, delivering exceptional outcomes for our customers, employees, partners and the communities in which we operate.

How to Apply: To apply, click on the 'Apply' button to the right of this page.