Program Director - Northeast Region

CWT•Boston, MA

12d

About The Position

The Program Director is accountable for a client portfolio in the Americas. Provide project management and implementation for own portfolio of multi-national or regional business travel agreements to pre-approved budgets as established for the identified client portfolio; monitor scope creep, contract renewal dates and financial triggers, while insuring that CWT receives cost recovery on all services. Conduct regular diagnostic of each client’s travel program to assess the maturity of the client’s program and identify opportunities for improvement. Develop and execute a travel management business plan by client detailing objectives, strategies and measurable goals. Drive consistency and optimization of national, regional or global travel program. Ensure consistent, efficient and cost effective delivery of program management products and services to clients in all countries in the region, identifying gaps and proactively resolving discrepancies. Prepare and deliver seminars, one-on-one and other methods of education in order to modify client behaviour to ensure travel management compliance. Identify incremental business opportunities within existing client portfolio; sell CWT products and services realizing increased value for client and revenue for CWT. Develop and maintain multi-level client relationships and provide excellent customer service and support for clients in various time zones, communicating by phone, email and in person as necessary. Represent the clients within CWT, communicating with the key departments of CWT on matters of delivery required, as part of the client agreement. Provide, in a format agreed with the client, formal analysis, commentary and recommendations on client’s regional travel expenditure using the Management Information tools provided by CWT. Monitor and report on client specific KPI’s at intervals determined by the client. Monitor and report on client profitability levels, and address profitability improvement where possible. Support the forecasting, planning and budgeting processes within the Program Management organization. Proactively monitor and maintain high levels of quality, accuracy and process consistency in the Program Management organization’s planning efforts. May coordinate planning activities with other functions and stakeholders. Proactively identify opportunities for Program Management process improvement. Work closely with Program Management Leadership to inspect internal client process quality and prioritize opportunities for improvement. Assist Program Management Leadership in understanding process bottlenecks and inconsistencies. Facilitate an organization of continuous improvement. Develop appropriate processes and programs to ensure in-depth research and analysis of client data. Maximize business results by recommending strategies relative to retention, marketing, supplier promotions and up selling. Analyze data and provide recommendations to Program Management leadership teams. Feed insight to commercial functions across the business. Liaise with Marketing for the identification and development of tools, resources and collateral for the Program Management organization. Define needs/interests from various business units. Design and influence requirements to support teams in sales/client management, campaign planning, reporting, targeting and other client relationship activities. Manage regional platform, training and delivery to teams. Regularly works on complex issues where analysis of situations or data requires an in-depth valuation of variable factors for the majority of client portfolio. Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results. Other duties that are not essential\: In cooperation with the respective national sales and program management teams, actively work to secure and implement CWT in any regional countries where CWT is not the incumbent; participate in regional / global re-bids as required; and provide input and support for regional airline negotiations and hotel programs. Identify, develop, and deploy Program Management tools in alignment with Program Management groups as appropriate. May provide day to day leadership to the Program Management support team. Provide project management and implementation for own portfolio of multi-national or regional business travel agreements to pre-approved budgets as established for the identified client portfolio; monitor scope creep, contract renewal dates and financial triggers, while insuring that CWT receives cost recovery on all services. Conduct regular diagnostic of each client’s travel program to assess the maturity of the client’s program and identify opportunities for improvement. Develop and execute a travel management business plan by client detailing objectives, strategies and measurable goals. Drive consistency and optimization of national, regional or global travel program. Ensure consistent, efficient and cost effective delivery of program management products and services to clients in all countries in the region, identifying gaps and proactively resolving discrepancies. Identify incremental business opportunities within existing client portfolio; sell CWT products and services realizing increased value for client and revenue for CWT. Develop and maintain multi-level client relationships and provide excellent customer service and support for clients in various time zones, communicating by phone, email and in person as necessary. Represent the clients within CWT, communicating with the key departments of CWT on matters of delivery required, as part of the client agreement. Provide, in a format agreed with the client, formal analysis, commentary and recommendations on client’s regional travel expenditure using the Management Information tools provided by CWT.

Requirements

Bachelor’s or equivalent experience in travel industry preferred.
8+ years’ experience managing travel industry accounts.
Proven sales experience.
Knowledge of travel industry.
Strong influencing skills to enable motivation of direct and indirect teams across multiple geographic locations.
Outstanding written and verbal English communication skills.
Highly developed presentation skills.
Excellent critical thinking, negotiation and problem solving skills.
Demonstrated initiative .
Strong attention to detail.
Keen customer service orientation.
Ability to read and understand contracts and service agreements.
Ability to perform advanced math functions to monitor and report on profitability, budget and performance indicators.
Ability to work effectively both independently and collegially.
Occasional travel is required.
Ability to provide support to customers in various time zones.

Nice To Haves

Knowledge of region and customs a plus.

Responsibilities

Provide project management and implementation for own portfolio of multi-national or regional business travel agreements to pre-approved budgets as established for the identified client portfolio; monitor scope creep, contract renewal dates and financial triggers, while insuring that CWT receives cost recovery on all services.
Conduct regular diagnostic of each client’s travel program to assess the maturity of the client’s program and identify opportunities for improvement.
Develop and execute a travel management business plan by client detailing objectives, strategies and measurable goals.
Drive consistency and optimization of national, regional or global travel program.
Ensure consistent, efficient and cost effective delivery of program management products and services to clients in all countries in the region, identifying gaps and proactively resolving discrepancies.
Prepare and deliver seminars, one-on-one and other methods of education in order to modify client behaviour to ensure travel management compliance.
Identify incremental business opportunities within existing client portfolio; sell CWT products and services realizing increased value for client and revenue for CWT.
Develop and maintain multi-level client relationships and provide excellent customer service and support for clients in various time zones, communicating by phone, email and in person as necessary.
Represent the clients within CWT, communicating with the key departments of CWT on matters of delivery required, as part of the client agreement.
Provide, in a format agreed with the client, formal analysis, commentary and recommendations on client’s regional travel expenditure using the Management Information tools provided by CWT.
Monitor and report on client specific KPI’s at intervals determined by the client.
Monitor and report on client profitability levels, and address profitability improvement where possible.
Support the forecasting, planning and budgeting processes within the Program Management organization.
Proactively monitor and maintain high levels of quality, accuracy and process consistency in the Program Management organization’s planning efforts.
May coordinate planning activities with other functions and stakeholders.
Proactively identify opportunities for Program Management process improvement.
Work closely with Program Management Leadership to inspect internal client process quality and prioritize opportunities for improvement.
Assist Program Management Leadership in understanding process bottlenecks and inconsistencies.
Facilitate an organization of continuous improvement.
Develop appropriate processes and programs to ensure in-depth research and analysis of client data.
Maximize business results by recommending strategies relative to retention, marketing, supplier promotions and up selling.
Analyze data and provide recommendations to Program Management leadership teams.
Feed insight to commercial functions across the business.
Liaise with Marketing for the identification and development of tools, resources and collateral for the Program Management organization.
Define needs/interests from various business units.
Design and influence requirements to support teams in sales/client management, campaign planning, reporting, targeting and other client relationship activities.
Manage regional platform, training and delivery to teams.
Regularly works on complex issues where analysis of situations or data requires an in-depth valuation of variable factors for the majority of client portfolio.
Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results.
In cooperation with the respective national sales and program management teams, actively work to secure and implement CWT in any regional countries where CWT is not the incumbent; participate in regional / global re-bids as required; and provide input and support for regional airline negotiations and hotel programs.
Identify, develop, and deploy Program Management tools in alignment with Program Management groups as appropriate.
May provide day to day leadership to the Program Management support team.