Offer summary

Qualifications:

Fluent in English, both written and oral., 5+ years of experience in the global service industry, particularly in travel operations., Proven ability to manage customer relationships and support a multinational environment., Strong analytical, strategic, and consultative skills with proficiency in MS Office products..

Key responsabilities:

Guide the consistency of training and operational procedures for client-specific needs globally.

Lead operational projects and consult on training needs and best practices for client services.

Coordinate with technical resources to ensure streamlined global technologies.

Make proactive recommendations for operational processes and service improvements.

Job description

Purpose Of The Role

Strategic ownership of operational aspects of customer programs. As a member of the customer account team, this customer contracted role will evaluate, design, and deliver operational solutions to complement and align with customer strategic initiatives. Key liaison to local operations teams.

Main Responsibilities

Guide consistency of training, operational procedures, and processes around the globe for client specific needs. Ensure accurate client travel policy interpretation and implementation
Facilitates consistent customer experience and client services globally
Foster operational unity, better alignment with operations owners & client Travel Managers in all geographies
Follow established and well-management scorecards (as consistent with client contractual customer metrics, client service level monitoring & analysis, measure of success, etc.)
Leads operational projects, consult, analyze and identify training needs, make recommendations to operational owners. Consulting internally and externally on best options to support client business controls and initiatives.
Formalize and own client service strategy and process maps
Consulting on best practices that could benefit client service profile (Customer Success Best Practice application)
Coordinates with Technical Resources to ensure global technologies are streamlined and consistent with offline teams
Makes proactive recommendations to operational processes, product, and service improvements
Manage benefit/effectiveness of business initiatives

Qualifications

Other Duties as Required

Experience & Education

English fluent both written and oral
5+ years proven experience in global service industry; travel operations experience benefit
5+ years’ experience in customer management
Familiar with CWT Processes and Tools
Proven ability to support multinational/global environment
Ability to build and present a business plan to internal and external stakeholders
Advance writing skills which adapt to audience; front line teams to internal/external senior leaders
Efficiency in MS products; Word, Excel, PowerPoint, OneNote
Consultative based approach
Analytical and strategic skills
GDS knowledge (Sabre, Amadeus)

Additional Qualifications Which Benefit This Role