Emma Baptie
Sydney,Australia
Summary
Client-focused Account Manager with extensive experience in customer success, sales, and strategic account management. Skilled at managing large enterprise portfolios, leading RFP processes, and driving growth for both new and existing clients. Recognised for delivering high-impact results, building strong relationships, and implementing innovative engagement strategies.
Overview
11
11
years of professional experience
Work History
Travel Relationship Manager
Stage and Screen Travel Australia
Sydney, NSW, Australia
03.2024 - Current
- Manage a portfolio exceeding $30M, including two flagship clients.
- Lead RFP processes, onboard new clients, and grow existing accounts.
- Develop tailored account strategies to enhance client satisfaction and engagement.
- Awarded Top Account Manager 2025; represented the company at Global Conference, Los Angeles.
Head of Sales & Customer Success
Day 8 Experiences
Greater London, UK
10.2022 - 03.2024
- Directed sales and customer success operations, strengthening corporate client relationships.
- Oversaw growth initiatives and delivery of high-profile corporate programs.
- Mentored and trained sales team, enhancing performance and fostering a culture of accountability.
- Collaborated with cross-functional teams to align sales strategies with marketing initiatives and customer needs.
Sales Manager
Day 8 Experiences
Greater London, UK
04.2022 - 10.2022
- Led sales strategies to acquire new business and maintain client retention.
- Established key performance indicators to assess team effectiveness and drive continuous improvement.
- Implemented CRM systems to streamline sales processes and improve data management efficiency.
- Conducted regular performance reviews, providing feedback and coaching to enhance individual skills and outcomes.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Managed and trained sales team, fostering a culture of collaboration and accountability.
Sales & Customer Success Manager
Navigate Travel
London, UK
08.2018 - 04.2022
- Developed customer onboarding processes to enhance user experience and retention.
- Analysed customer feedback to identify trends and improve service offerings.
- Trained and mentored junior team members on best practices in customer success.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Customer Relations Executive
Navigate Travel
London, UK
08.2017 - 08.2018
Business Development Coordinator
GIG App Ltd
London, UK
03.2017 - 08.2017
Marketing & Communications Coordinator
Trust for Nature
Greater Melbourne, VIC, Australia
05.2014 - 10.2016
Education
Bachelor of Arts - Communication and Media Studies
Monash University
01.2012
Skills
- Enterprise Account Management & Client Success
- Relationship Building & Stakeholder Engagement
- Strategic Planning & Growth Implementation
- Sales & Revenue Growth
- Event & Program Management
- Communication & Presentation
Websites
Timeline
Travel Relationship Manager
Stage and Screen Travel Australia
03.2024 - Current
Head of Sales & Customer Success
Day 8 Experiences
10.2022 - 03.2024
Sales Manager
Day 8 Experiences
04.2022 - 10.2022
Sales & Customer Success Manager
Navigate Travel
08.2018 - 04.2022
Customer Relations Executive
Navigate Travel
08.2017 - 08.2018
Business Development Coordinator
GIG App Ltd
03.2017 - 08.2017
Marketing & Communications Coordinator
Trust for Nature
05.2014 - 10.2016
Bachelor of Arts - Communication and Media Studies
Monash University
Awards
Top Account Manager, Stage and Screen Travel Australia (2025), Represented company at Global Conferences (Los Angeles 2025, Portugal 2024), Successfully managed high-value portfolios, including flagship clients