Reed & Mackay
Website:
reedmackay.com
Job details:
At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.
Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
Purpose Of The Role
- To provide the highest possible level of assistance to key clients, General Manager, Operations Manager, and the Event Travel team overall
- To develop relationships across all areas of Navan Events, sharing best in class market knowledge of Event Travel
- To ensure maximum revenue generation in all areas of Navan Event Travel while always ensuring significant return on investment to the client
Key Responsibilities
As a primary client liaison of the Event Travel Department, you will further the vision and goals of Navan by providing outstanding support across the US.
- Act as a main point of contact for both internal and external clients and suppliers
- Lead, coach, and inspire a high-performing team to achieve excellence in client service and travel execution
- Set clear goals, provide real-time feedback, and support ongoing training and professional development
- Manage team workload and capacity, collaborating with other leaders to flex resources when needed
- Recruit, onboard, and integrate new team members, fostering a high-performance and inclusive culture
- Engage in daily performance management, motivation, and development of the team, giving operational updates and escalating issues when appropriate
- Develop, implement, and manage the training plan for your team in conjunction with the Operations Manager plus onboarding team. Deliver training requirements and performance improvement measures
- Investigate escalated customer complaints or issues to satisfactory resolution
- Lead complex projects from conception to execution, including budgets, timelines, logistics, and vendor management
- Works through conflict constructively, finding opportunities to resolve difficulties
- Assist the Event Travel managers in invoicing, reconciliation, and finance coordination at the close of the event.
- Lead regular team meetings to ensure your team is up to date on new product launches, industry updates and exciting team initiatives and programs
- Collaborate with senior leadership to set departmental goals and align event delivery with broader business objectives.
- Constantly improve your travel industry and platform knowledge so we continue to set the standard for best-in-class travel agents
Skills Required
- Professional oral and written communication skills required, both for internal and external customer contact.
- 4+ years of GDS Sabre experience preferred
- Proficient Google/MS Suite skills along with the technical aptitude to learn innovative technology
- Strong understanding of service level agreements (SLAs), quality standards, and productivity metrics
- Ability to manage escalated customer issues and drive timely resolution while maintaining a high level of customer satisfaction
- Working knowledge of workforce management principles including schedule adherence, attendance management, and capacity planning
- Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible
- An empathetic disposition with the ability to always maintain a professional attitude
- An independent thinker who can use available resources to troubleshoot issues and resolve customer inquiries
- Reliable and flexible with an openness to working full-time non-traditional shifts (early mornings, late evenings, and weekends)
- An interest in travel with a basic understanding of world geography with a passion for global experiences
Equal Opportunities
At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we knowpeoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent. Please notify us of your requirements at recruitment@reedmackay.com.
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