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CUSTOMER COORDINATION MANAGER (P2 Level)

The Customer Coordination Manager (CCM) reports to the Unit Leader within S.I.D. business unit. The CCM takes the overall responsibility of client’s travel implementation and manages travel implementations, including moves, closures and ad-hoc projects as required by the business.

• Job Description / Key Responsibilities
  • Take overall responsibility & project management of travel implementations– to include moves, and ad-hoc projects as required by the business
  • Update the OneForm and the Task List for each client
  • Update the Implementation Project Workbook for each client
  • Be the focal point of contact for the project team during the implementation process
  • Ensure the Onboarding process is followed (Pre-assessment through to post-implementation stage)
  • Lead the (local) Joint Planning meetings
  • Ensure all project members are aware of their roles & responsibilities.
  • Lead weekly or bi-weekly calls, normally via Zoom conference, and produce call notes & agendas
  • Ensure the project remains on track, all tasks completed within deadline. Update OneForm and Task List accordingly
  • Keep the RAG Status updated accurately and timely
  • Proactively manage project risk assessment and management including escalations as required for support and resolution
  • During EMEA & Global Implementations, attend calls as required - produce relevant updates & deliver actions required by deadlines provided by Customer Onboarding Manager (COM)
  • When necessary, create communication strategy with Client General Manager for review with customer
  • Create local Project scope when appropriate
  • Execute & drive readiness to launch assessment
  • Coordinate End to end testing with Service Delivery
  • Coordinate technical set ups with technical teams and telephony department
  • When necessary, conduct Online Booking Tool Site Review with client
  • Conduct post implementation meeting and handover to Traveler Care & CGM
  • Share ideas to Improve Implementation procedures/timelines. Use Lessons Learned on SID SharePoint

Key Qualifications:

• Strong English language requirement (both written and verbal)
• Strong project management & analytical skills.
• Ability to lead client meetings & produce presentations.
• Confident & persuasive.
• Demonstrates professional attitude at all times.
• Basic understanding of GBT supported Online Booking tools (Concur + Neo)
• Commercial awareness.
• In depth knowledge of American Express Global Business Travel.
• Base understanding of the GBT Branded tools (Connect Client, Expert Care, Expert Auditor, Air Track Expert, GBT Account, Connect Profile etc.).
• Ability to work independently whilst contributing to the overall team objectives.
• Capacity to work virtually and strong organizational skills.
• Tenacious – ability to drive change in the face of possible resistance.
• Excellent communicator at all levels both written and oral.
• Change management skills.
• Attention to detail.
• Strong customer relationship skills.
• Effective time management, multi-tasking prioritization skills.
• Leadership skills.

     

Location

United Kingdom

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!