Global Account Management

Antoine Huet

Vice President Global Corporate Sales AIR FRANCE KLM

Rotterdam School of Management, 19 June 2009

ONE Global Travel Solution

2 Market demands

• Shift from a local perspective to a global vision:- Shift from local travel manager to centralized purchasing - Shift from local travel policy to corporate travel policy- Shift from local travel agencies to a consolidated travel

agencies network worldwide

• Regrouping of purchasing divisions of several customers to increase leverage of negotiation

• Delegation of negotiations to consultants/travel agencies

• Multi-airlines offer (alliances or merger)

Resulting in a demand for one Global Travel Solution:- one contract for all countries / routes / airlines - centralized account management

ONE Global Travel Solution

3 Global Account Management at AIR FRANCE KLM

• Principle 1: a global contract is managed by one Global Account Manager (GAM)

• Principle 2: ‘Glo-cal approach’: act global, think local Global account management with local support : GAM, LAM, SAM.

• Principle 3: One face to the customer CAM (Coordinating global Account Manager), SAM (Supporting Global Account Manager)

• Organisation Global Corporate Sales: - customers with headquarters located in home markets (GAM in

Paris and Amsterdam)- customers with headquarters outside home markets (GAM in

London, Frankfurt, Zurich, Atlanta)- 78 colleagues, 10 nationalities, 6 locations

• Each global contract has a tailored approach for (local) account management, communications and support

ONE Global Travel Solution

4

GAM

LAM • Part of international account team

• Coordinates national account team, including local account support & product manager

Local Travel Manager

Responsibilities LAM:• Revenue local market

• Providing support global deal local market

• Communication to LTM

• Communication to Local Travel Agent

Local Travel Agencies

Responsibilities LAS: • Implementation of the global deal on the local market

• Communication Local Agent

GAM = Global Account Manager | G/LTM = Global/Local Travel Manager

LAM = Local Account Manager | LAS = Local Account Support

GTM Responsibilities GAM:• Overall contract conditions

• Overall contract servicing

contract

Global Account Management at AIR FRANCE KLM

5 Example 1: ‘Glo-cal’ contracting leads to synergies in global & local market

Global account: <Account X> GTM)

Local agent:< Agent Y>

Global Account Manager

Netherlands

Local account manager Germany

Global account pricer (GAP)/Product

Manager NetherlandsONE Global Travel Solution

6

DLKL CAM

or SAMAFKL CAM or SAM AFKL DL SAM AFKL DL SAM AFKL DL SAM AFKL DL SAM

AFKL or DL CAM

NORTHAMERICA EUROPE AFRICA INDIA

LATINAMERICA ASIA

Exemple2: Multi-airline concept with single CAM/SAM Representation in All Areas for AFKL and DL

7 Thank you for your attention.Any questions?