ERM Director, Commercial Customer and Success
About The Position
The Global ERM Business Success Director is accountable for customer success, business growth, and strategic account development across the ERM vertical. The role combines customer relationship management, operational performance oversight, commercial expansion, and business development to help customers achieve measurable business outcomes while driving profitable growth for BCD Travel's global ERM business. The position serves as the primary sponsor for customer value realization and a strategic partner to Sales, Operations, Product, and Technology teams in expanding ERM's market presence and revenue growth.
Requirements
- Extensive business travel experience in the ERM vertical.
- Prior experience in a client-facing customer success, change management, consulting, or business development role.
- Strong ability to comprehend and communicate data-driven suggestions and outcomes.
- Proven strength in strategic thinking, developing business plans, and driving results.
- Experience with travel industry technologies, digital shopping, and payment solutions.
- Thorough knowledge of business travel management and the supplier landscape.
Responsibilities
- Monitor customer health metrics and proactively identify opportunities and risks.
- Oversee pricing for retention and new business activities.
- Serve as the executive sponsor for strategic customer relationships.
- Work with Sales to develop commercial strategies for proposals, compile tender documentation, ensure deals deliver company value, drive competitive pricing, negotiate with customers, and finalize contracts.
- Work with relevant teams to identify solutions that meet customer demands by leveraging the ERM and BCD technology platform.
- Collaborate with cross-functional teams to design innovative customer solutions for ERM while optimizing technical, economic, financial, and contractual aspects to create winning proposals.
Benefits
- Flexible working hours and work-from-home or remote opportunities.
- Opportunities to grow your skillset and career.
- Work at the forefront of travel technology and help shape the future of business travel.
- Generous vacation days.
- A compensation package that includes mental, physical, and financial wellbeing tools.
- Travel industry professional perks and discounts.
- An inclusive work environment where diversity is celebrated.
- Work From Anywhere opportunity for 60 days per year.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
