Job ref no.: 1800055L (CT3118290-01#4558)

Program Manager

Carlson Wagonlit Travel

◦Manage Client Business Relationship

◦Be the CWT “owner" of the client business relationship and ensure that all CWT program management products and technology tools are used for maximum benefit and demonstrated added value.

◦Build and maintain strong relationships at all levels within client organization.

◦Respond to client requests in a timely manner.

◦Conduct detailed and effective implementation programs within agreed timeframes. Liaise with other CWT departments to ensure all client specific information and rates are loaded into system prior to start up.

◦Communicate client objectives and unique requirements to Traveler and Transaction Services (TTS) and Finance where needed.

◦Give specific feedback after formal client reviews.

◦Resolve escalated customer service issues and ensure service shortfall procedures are received, interpreted and presented to clients and reviewed with the Customer Service teams.

◦Conduct client satisfaction surveys, analyze results and give feedback to client and Customer Service teams.

◦Develop client communication strategies to keep clients abreast of industry-related changes and innovations. Contribute to monthly CWT client newsletter.

◦Organize and conduct seminars and for travel bookers and provide necessary information through effective client communications.

◦Prepare, compile and deliver response to re-tender requests from portfolio clients.

◦Conduct research and presentations and involve other CWT departments to successfully retain client accounts.

◦Participate in new business presentations.

◦Maintain accurate database of client contacts, including secretaries and travel bookers, Contract Managers and Senior Managers.

◦Travel Management Consulting and Review Process

◦Develop and provide detailed and effective Business Plans to deliver client objectives and expectations.

◦Consult and Implement CWT technology solutions with clients – Portal, Portrait, PMC, OBT and any other relevant and available tools.

◦Implement strategies for measurement of service delivery and cost savings achievements against industry and contractual benchmarks

◦Prepare and present regular Client Reviews, highlighting our achievements both in terms of direct and indirect added value. Demonstrate financial and customer service benefits.

◦Identify, design and agree Service Level Agreements. Measure, analyse and review performance with client and Customer Service teams.

◦Use MI data to monitor and measure client/CWT performance against agreed objectives

◦Benchmark clients’ supplier arrangements against industry and other client specific best in class levels. Negotiate, recommend and implement new deals in conjunction with Hotel and Airline Product Managers, Supplier Management, Customer Service Teams, IT and Finance departments.

◦Use exceptions reporting to monitor and manage compliance to clients’ travel policies.

◦Maximize CWT profit and identify opportunities for incremental revenue growth, including conference and incentive travel and the introduction of new divisions, subsidiaries and countries.

◦Account Profitability and Development

◦Maintain accurate profitability studies for clients and develop strategies to maximise their profitability and return minimum required profit margin.

◦Analyze financial data for potential opportunities to increase profit.

◦Develop strategies to move existing invoice clients to corporate credit card system, improving CWT profit and creating internal efficiencies for our client.

◦Determine opportunities to introduce and implement CWT Solutions Group of products and consulting services to new and existing clients to maximize CWT profit.


•Bachelor degree or equivalent work experience

•Proven experience in program management within a customer solution oriented environment

•Experience within the travel industry will be highly regarded

•Good command of spoken and written English

•Strong financial and analytical experience

•Experience in handling top level management of multinational clients

•Good interpersonal and presentation skills. 

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