Senior Manager, Client Experience

Our Customer Experience organization is looking for a Senior Manager of Client Experience to help ensure we are providing the experience our customers expect of Reed & Mackay across business units and the support experience.  This individual is a strategic thinker who is comfortable in selling both success and failure, who enjoys developing relationships with cross functional partners, aligning internal and external stakeholders and clients on innovative ways of thinking and working to deliver successful outcomes and partnerships. 

The primary duty of this position is to ensure that at a Customer level the experience within Customer  Experience is meeting or exceeding expectations. This will require working closely with the Global Operations and Service teams, including Customer Care and Quality Assurance teams. This will also require working closely with the Sales and CSM team to ensure they are accurately selling Support during the prospect and implementation process, in addition to correctly following implementation processes and procedures.  Additionally, this person will regularly update CSM’s on changes within our organization, by attending CS meetings and events. Setting realistic expectations with CSMs and Customers is critical in this role.  This role will also interface with Customers when the need arises to bring them along on the Customer Experience Journey.

In this role, you will work directly with Reed & Mackay customers and cross-functional stakeholders to address escalations in a proactive manner; as well as work both pre-emptively and proactively to identify and mitigate potential issues before they escalate. This person will have exceptional customer relations skills and be able to build strong working relationships with our internal stakeholders as well as our most valuable Customers. 

What You’ll Do

• Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind
• Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services 
• Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization 
• Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support
• Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations 
• Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations
• The ability to use intuition, customer input and your deep understanding data to rapidly review and extract actionable information  
• Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide 
• Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics
• Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers
• Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success

What We’re Looking For

• Strong background working with high value customers and liaising between multiple geographic internal organizations 
• 10+ years experience  in the Travel Industry, Corporate Travel ideal
• Strong interpersonal, communication and relationship building skills 
• Proven ability to collaborate with and manage cross-functional discussions for optimal service delivery to the customer
• The ability to work with integrity, critical and independent thinking skills , and sound judgment
• Strong analytical skills with the ability to work with data and develop key insights .