Regional Program Manager
BCD Travel
Lagunilla CR
hace 5 días

Job Summary

Responsible for managing assigned aspects of client portfolio of a regional account(s) to include but not limited to client retention, contract negotiation, implementation and business consolidation, sales of products and services, financials (budgets, billing, payment and profitability), business planning and reviews, establishing relationships with key decision makers in multiple regions, staff development, business continuance and escalation of operational issues.

Typically direct accountability to a global account manager, internally to BCD or externally to the customer for the success of the contract or travel program across a BCD Travel geographic region (typically does not exist unless there is a reporting structure to a GAM)

Job Specific Essential Duties & Responsibilities

Key Targets : Financial :

Financial : Client Retention

Client Retention

Account Profitability

Increase revenues by means of Up-Selling and Cross-Selling

Ensure billing is accurate, on time and compliant to the client agreement

Decrease days of outstanding Accounts Receivable, if applicable

Increase payments by credit card or BTA, if applicable

Non-Financial

Measure & Achieve Customer Satisfaction

Achieve Service Level Agreement (SLA) / Key Performance Indicators (KPIs)

Achieve non-financial contractual / performance commitments

MIS / CDS : Accurate, Timely, Delivery Method

Provide leadership to account team :

Responsible for the regional coordination of all communication across region, both BCD Travel and client's global initiatives and interests.

Work with National Account Managers to create supporting regional business plans / initiatives to support the regional / global plan.

Develop Business Plan, implement key deliverables, measure results

Drive & Support : the global / regional strategy initiatives of the global business plan.

Implement : Create action plan / business plan to implement each program objective for the region with actions and timelines.

Service Level Agreements (SLAs) and / or Key Performance Indicators (KPIs) :

Measure and report on a regional level : Service Level Agreement for Service, Financial, MIS / CDS, Program Performance, Technology and Communication indicators, as applicable.

Support GAM with business improvement plans, crisis management as required.

Manage new business implementations :

Support GAM to develop sales strategy for non-participating countries in the region

Work closely with BCD Travel partners / affiliates in countries within the region servicing the client or with sales opportunities

Umbrella policy implementation and communication to the region, including budgets, SLAs, etc.

Establish & maintain relationships :

Build key relationships within the region & manage relationship mapping

Establish and maintain relationships with key customer decision makers in the region, including introduction of BCD Travel senior management to customer.

Establish and maintain relationships within BCD Travel (owned, partners and affiliates) in the region to achieve results for customer.

Negotiations :

Support regional negotiations & measure performance

In accordance with GAM, Up-sell and cross-sell products and services that meet client's needs.

Education / Knowledge / Experience :

3+ yrs travel industry experience in account management or management role

Experience implementing & managing large market / regional clients

Fluent in business English

Thorough knowledge of business travel management (AM & Ops)

Thorough knowledge of travel industry technology

Strong business knowledge

Effective communication skills (oral, written & presentation)

Ability to travel domestically & internationally on regular basis

Strong travel policy experience

Familiarity with suppliers : air, hotel, and ground transportation

Global knowledge of the effects of COVID-19 travel restrictions

Familiarity with suppliers : air, hotel, and ground transportation

Preferred

Second language preferred

5+ years experience in travel industry

Experience managing cross functional work teams

Knowledge of BCD Travel Products and Services

Account Management

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