Vice President – Business Travel

FOX WORLD TRAVEL INC • Oshkosh, WI

20d

About The Position

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, company sponsored life insurance and short-term disability, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership team dedicated to treating associates like part of the family!

Core Values
At Fox World Travel (Fox), we operate as One Fox with a find a way mentality, leading with integrity and embracing our passion. We take pride in leading with our people-first culture by providing genuine care and concern for our associates, which in turn leads to authentic and superior customer experiences. We've been able to create a culture where our associates can grow, learn, and succeed, and, in turn, exhibit the value we bring to every interaction and partnership.

Summary
Serve as a key member of the senior leadership team responsible for the overall operational performance, sales success and strategic direction of our Travel Management Company (TMC) teams responsible for all business travel, global sales, client solutions, and agent operations. Continue to enhance and deploy a strategic plan focused on the client’s needs, industry challenges and deliver results that meet or exceed client expectations resulting in new and expanded business. Strategically enhance workflow by analyzing and developing processes that affect efficiency, sales success and customer services goals (Net Promoter Score (NPS)). Meet financial goals established by growing existing business and/or by seizing new opportunities. This position demands effective relationship management with clients, partners and colleagues to ensure a consistent experience for all. Demonstrate competence and character that inspires trust by integrating Our Core Values into every action and decision.

Requirements

• Bachelor’s degree in business or related field and a minimum of ten (10) years providing corporate travel support within a Travel Management Company (TMC) experience or equivalent combination of education and experience preferred.
• At least five (5) years successful customer service management experience with bottom line responsibility.
• Excellent leadership and communication instincts with experience requiring the ability to negotiate and persuade.
• Proven operations management, analytical and problem solving skills.
• Strong project management skills to establish goals, priorities and manage multiple projects with varying timelines; ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment.
• Ability to develop, maintain, and strengthen strong trusting relationships (inside and outside the organization) to gain support and achieve results; effectively facilitate cross-group communications and influence decisions in the best interest of the company.
• Ability to see future trends and consequences clearly based upon experience that reflects breadth and depth; process information and data with a view to the future; clearly articulate strategic vision to educate colleagues and team members and translate plan into tactical reality.
• Ability to work independently developing strategies and action plans for implementation of goals and objectives.
• Ability to influence and positively motivate others with tact; proven successful and effective negotiation and relationship building skills.
• Ability and willingness to give and receive honest balanced feedback.
• Ability to manage all aspects of human capital: selection, motivation, coaching, development, employee engagement.
• Ability to drive efficiencies and new approaches in order to create efficiencies (process and monetary).
• Solid experience in budget development and management; creating and analyzing financial data; knowledge of accounting, financial analysis and travel pricing.
• Strong presentation, communication, interpersonal and organizational skills to support effective interaction at all levels both internally and externally; create and manage the group dynamic and able to amend presentation strategy when it is not accomplishing the intended goal
• Possess influential and welcoming communication style; strong public speaking, presentation, communication, interpersonal and organizational skills to support effective interaction at all levels both internally and externally.
• Possess effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly.
• In depth knowledge of Global Distribution System (GDS), mid-office, Online Booking Tool (OBT) and related travel technology preferred.
• Proficiency in Microsoft Office Suite.
• Significant experience and proven track record of success in change management.
• Ability to work extended workdays and possible weekend days on occasion; accessible during acceptable work hours as determined by business needs.
• Ability to travel by airplane, boat, rail and/or car up to 30% of time.
• Possession of or ability to obtain passport for international travel.

Nice To Haves

• In depth knowledge of Global Distribution System (GDS), mid-office, Online Booking Tool (OBT) and related travel technology preferred.

Responsibilities

• Establishing credibility throughout the organization with leadership and associates to inspire trust. Maintaining the highest level of integrity as a representative of the company.
• Managing and supporting development, collaboration, and overall effectiveness of the Business Travel team (direct and indirect teams). Ensuring effective organization and management of team resources, budget and operations to achieve company and Business Travel strategic priorities and objectives. Driving priority focus, partnership, enablement, and integration in the advancement of Business Travel sales and service.
• Understanding and personifying the culture of the organization recognizing the formal and informal channels and networks that drive relationships and progress.
• Leveraging associate engagement opportunities to foster an inclusive work environment across all levels of the organization.
• Promoting and adhering to Our Core Values by integrating them into every action, decision, communication and touchpoint with associates, customers, and vendors. Building and maintaining strong partnerships with suppliers and clients; actively participating in collaboration meetings; when necessary, participating in the securing and negotiation of identified travel partners and clients.
• Collaborating with other departments on new client implementations and ensure contractual agreements are implemented. Attending select key account reviews when appropriate (key account or on-site location).
• Owning and leading the Business Travel Advisory Board inclusive of identifying client partners to participate, building relationships, developing the structure and content of meetings, and ensuring action is taken on what is learned through this board interaction; ensuring appropriate team member participation to add value to these meetings.
• Actively participating on industry or supplier advisory boards; establishing key contacts across the industry in order to move the industry and Fox forward.
• Providing leadership that directly and indirectly fosters an engaging environment where people are having fun, doing great work and learning every day; directing and coordinating various activities designed to promote and maintain a high level of associate engagement.
• Maintaining a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Collaborating and partnering with the Chief Operations Officer (COO) and Strategic Plan Team to support the Company’s success by championing strategies related to the success of Business Travel.
• Actively participating as a member of the Strategic Plan Team in creating and implementing the company’s strategic priorities and developing strategies to drive success.
• Championing innovations that enhance customer experience as well as associate experience to reinforce our people-centered culture, enhance business performance, and contribute to retention. Fostering teamwork and culture-building through workplace experiences.
• Partnering with COO, Business Travel Leaders and Marketing team members to develop strategies that will drive sales. Creating and implementing business processes to support these strategies.
• Shaping and developing operational strategy and organization by ensuring proper reporting structure within the departments and identifying opportunities and areas for improvement. Identifying, advising of, and offering solutions for any key planning issues that relate to and impact the operations of the division.
• Developing operational goals, which are aggressive yet obtainable and tied to the long-term goals of the company.
• Taking full accountability for achievement of performance goals to ensure progress is being made and corrective action, if necessary, is taken.
• Monitoring and reporting on customer service levels; recommending, developing, and executing Key Creating performance Indicators (KPIs) and regulating performance to these measures. Ensuring a tracking mechanism is in place for gathering metrics to provide client reporting data.
• Participating in annual forecast and workforce planning and ensure adherence to the established parameters.
• Demonstrating depth of knowledge of business and industry trends and relating to the team’s strategy; conversant with trends in industry, technology and competition and understanding positioning and tactics in the marketplace.
• Understanding the marketplace for innovation and provide solid judgment about the potential for creative ideas and suggestions. Fostering creativity, conducting effective brainstorming, and promoting creative or innovative solutions within the organization. Discussing, developing and implementing alternatives to improve sales results and best serve the customer.
• In partnership with key staff, researching, implementing, optimizing and ensuring utilization of standardized systems and technology to automate elements of production and product delivery.
• Developing and managing the division’s budget with a focus on cost efficiency and return on investment.
• Preparing and providing reporting on statistical analysis of sales and operations; identifying opportunities for improvement in both process and expense; conducting revenue forecasting.
• Establishing accountabilities and processes to ensure required levels of productivity and organizational objectives.
• Performing direct and indirect management of service levels, budget and cost management, quality, client retention, associate development and satisfaction, process/policy adherence and contractual obligations to clients.
• Ensuring uniformity of all processes, optimizing efficiency, and maximizing use of available technologies to their full extent. Collaborating with department leaders to ensure effective use of all available technology.
• Ensuring compliance with Department of Transportation (DOT) regulations.
• Overseeing the responses to client feedback and survey results to ensure appropriate focus and approach based on Voice of Customer; recommending improvements or business changes as needed.
• Recommending, maintaining and monitoring operational expectations, to include overall performance standards involving quality, productivity and professionalism.
• Conceiving, developing, and implementing new services as opportunities arise. Regularly reviewing existing services to determine current value or needs to evolve.
• Staying abreast of client negotiations; participating in sales presentations for potential and renewal accounts as needed.
• Supporting the negotiation process for development of Service Level Agreements that are win-win for Fox and the client.
• Maintaining a thorough, detailed understanding of all supplier contracts. Ensuring the accurate programming and execution of Fox supplier contracts and client-specific contracts. Ensuring maximum value is realized through consistent application of contract rules.
• Coaching, developing and mentoring direct reports; utilizing the performance management process to set goals and assessing development needs for each individual report.
• Collaborating with team members and completing annual performance and goal review and planning ensuring goals and measurements are consistent with the priorities of the business; conducting weekly one-on-one coaching meetings to make sure priorities remain focused.
• Coaching direct reports on the handling and resolution of issues and promote independent assessment of issues. Fostering a continuous improvement mindset.
• Evaluating the Business Travel structure and team plan for continual improvement of the efficiency and effectiveness of the team as well as providing individuals with professional and personal growth opportunities.
• Communicating industry and Fox developments to the teams and others as appropriate; communicating client feedback to appropriate Fox internal staff.
• Serving as an inspirational leader as a part of the Fox Leadership team, fostering visibility and talent development.
• Creating and maintaining a robust remote work strategy to keep associates engaged, connected and thriving.
• Exhibiting a hunger to grow and develop, which is supported and expected; increasing knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

Benefits

• competitive wages
• flexible time off (vacation, sick, personal)
• FAM Dollars to help you explore the world
• remote work
• a full benefit package including medical, dental, vision, company sponsored life insurance and short-term disability
• tuition reimbursement
• 401k contributions
• end of year perks
• a fully engaged leadership team dedicated to treating associates like part of the family!

What This Job Offers

• Job Type: Full-time
• Career Level: Executive