Program Director - Northeast Region

Overview

Program Director - Northeast Region serves a client portfolio in the Americas. Manages project delivery and implementation for multi-national or regional travel agreements within pre-approved budgets, monitors scope, contract renewal dates and financial triggers, and ensures cost recovery on all services for the identified client portfolio.

Regularly assess each client’s travel program maturity and identify opportunities for improvement. Develop and execute a client-specific travel management business plan with objectives, strategies and measurable goals. Drive consistency and optimization of national, regional or global travel programs; ensure cost-effective delivery of program management products and services across all countries in the region.

Prepare and deliver education to modify client behavior to ensure travel management compliance. Identify incremental business opportunities within existing client portfolios and sell CWT products and services to increase client value and revenue for CWT. Build and maintain multi-level client relationships across various time zones, representing the client within CWT and coordinating with key departments on delivery matters.

Provide formal analysis, commentary and recommendations on client’s regional travel expenditure using Management Information tools provided by CWT. Monitor and report client-specific KPIs and profitability, and address improvements where possible.

Other duties as assigned within the scope of role, including regional or global bids, and input/support for regional airline and hotel programs.

• Provide project management and implementation for own portfolio of multinational or regional travel agreements within pre-approved budgets.
• Monitor scope creep, contract renewal dates and financial triggers; ensure CWT cost recovery on all services.
• Conduct regular diagnostics of each client’s travel program to assess maturity and identify improvement opportunities.
• Develop and execute a travel management business plan by client detailing objectives, strategies and measurable goals.
• Drive consistency and optimization of national, regional or global travel programs.
• Ensure consistent, efficient and cost-effective delivery of program management products and services to clients across all countries in the region; identify gaps and resolve discrepancies.
• Prepare and deliver training/education to modify client behavior for compliance.
• Identify incremental business opportunities within existing client portfolios; sell CWT products/services to increase client value and CWT revenue.
• Develop and maintain multi-level client relationships; provide excellent customer service across time zones; represent clients within CWT and communicate with departments as required.
• Provide formal analysis and recommendations on client travel expenditure using CWT Management Information tools.
• Monitor client-specific KPIs and profitability; address profitability improvements where feasible.
• Support planning and budgeting processes; help maintain quality and process consistency in Program Management planning efforts; coordinate planning with other functions when needed.
• Identify opportunities for Program Management process improvement; work with leadership to inspect process quality and implement continuous improvement.
• Liaise with Marketing to develop tools, resources and collateral for Program Management.
• Define needs from business units; design requirements to support sales/client management, campaign planning, reporting and targeting; manage regional platform, training and delivery to teams.

Regularly works on complex issues requiring in-depth analysis of multiple factors across the client portfolio. Exercise judgment in selecting methods and criteria to achieve results.

Other duties not essential: collaborate with national sales and program management teams to secure and implement CWT in regional countries; participate in regional/global re-bids; support regional airline negotiations and hotel programs.

Education

Bachelor’s or equivalent experience in travel industry preferred.

Experience

8+ years’ experience managing travel industry accounts. Proven…