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Customer Service Delivery Manager

Remote: 
Full Remote
Experience: 
Senior (5-10 years)
Work from: 
Poland

Offer summary

Qualifications:

5+ years experience in global service industry, Experience in customer management and travel operations, Fluent in English, Strong analytical and strategic skills.

Key responsabilities:

  • Guide operational procedures and training globally
  • Lead operational projects and manage client strategies
CWT logo
CWT XLarge http://www.mycwt.com
10001 Employees
About CWT
CWT is a global business travel and meetings specialist, with whom companies and governments partner to keep their people connected, in traditional business locations and some of the most remote and inaccessible parts of the globe. A private company – owned through funds managed by a group of leading global financial institutions including Barings, MacKay Shields, and Monarch Alternative Capital – CWT provides its customers’ employees with innovative technology and an efficient, safe and sustainable travel experience.
See more CWT offers

Job description

Purpose Of The Role

Strategic ownership of operational aspects of customer programs. As a member of the customer account team, this customer contracted role will evaluate, design, and deliver operational solutions to complement and align with customer strategic initiatives. Key liaison to local operations teams.

Main Responsibilities

  • Guide consistency of training, operational procedures, and processes around the globe for client specific needs. Ensure accurate client travel policy interpretation and implementation
  • Facilitates consistent customer experience and client services globally
  • Foster operational unity, better alignment with operations owners & client Travel Managers in all geographies
  • Follow established and well-management scorecards (as consistent with client contractual customer metrics, client service level monitoring & analysis, measure of success, etc.)
  • Leads operational projects, consult, analyze and identify training needs, make recommendations to operational owners. Consulting internally and externally on best options to support client business controls and initiatives.
  • Formalize and own client service strategy and process maps
  • Consulting on best practices that could benefit client service profile (Customer Success Best Practice application)
  • Coordinates with Technical Resources to ensure global technologies are streamlined and consistent with offline teams
  • Makes proactive recommendations to operational processes, product, and service improvements
  • Manage benefit/effectiveness of business initiatives

Qualifications

Experience & education:

  • English fluent both written and oral
  • 5+ years proven experience in global service industry; travel operations experience benefit
  • 5+ years’ experience in customer management
  • Familiar with CWT Processes and Tools
  • Proven ability to support multinational/global environment
  • Ability to build and present a business plan to internal and external stakeholders
  • Advance writing skills which adapt to audience; front line teams to internal/external senior leaders
  • Efficiency in MS products; Word, Excel, PowerPoint, OneNote
  • Consultative based approach
  • Analytical and strategic skills
  • GDS knowledge (Sabre, Amadeus)

Additional Qualifications Which Benefit This Role

  • Project Management skills
  • Lean Six Sigma
  • Bilingual

Additional Technical Qualifications That Would Benefit This Role

  • Online Booking Tool Knowledge

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Relationship ManagementOperations ManagementProject ManagementMicrosoft BookingsTransport ServicesLean Methodologies

Other Skills

  • Analytical Skills
  • Microsoft Office
  • Delegation Skills
  • Communication
Are you interested?

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