Chicago

31st August

PURPOSE OF ROLE:

This role requires a good communicator, with implementation experience, where multi-tasking is essential.  Many of the key responsibilities will be client facing.  You will become an ambassador for Reed & Mackay and willing to showcase the value of Reed & Mackay along with our industry leading technology.  You must have the ability to interact with the client at different levels i.e. booker to senior stakeholder, and different disciplines i.e. IT, Finance etc.  You ensure that all business units within Reed & Mackay and its Partners have the necessary information and processes to successfully service the client base.

DUTIES & REPSPONSIBILITIES:

  • Manage all phases of a client implementation from a national implementation through to a global implementation dependent on client requirements
  • Responsible for creation of the appropriate project team for R&M offices and partner locations involved
  • Responsible for coordination of all central communication in relation to the implementation across all regions to ensure delivery of timelines and key milestones
  • Ensure all regions understand the client’s objectives for go live
  • Project management; be the lead person for the management of the implementation project on behalf of client and R&M
  • Business engagement/relationship building including agreed client comms plan
  • Internal communication /support of new client launches
  • To support newly signed clients to the ‘business as usual’ teams within Reed & Mackay (Implementation, Account Manager, Operations) ensuring the implementation is on time and adoption targets are agreed during the Implementation process
  • To actively consult with clients, during the on-boarding process; assisting and encouraging them to evaluate their process to see if there is a better way of managing a work stream
  • Support clients in communicating the launch of Reed & Mackay internally, and to work with target groups of key stakeholders that have the potential to drive the change process
  • Visit clients from time to time to build effective relationships with key personnel both during the initial setup process through to Post Go Live
  • Facilitate/Chair the Client Kick Start meeting(s) to gather information to then create the implementation plan
  • Work with the Online Team during the client implementation process if required
  • Project manage internally to ensure all actions are completed prior to Go Live
  • Facilitate regular meetings to ensure the project time frames remain on target

 

  • EXPERIENCE / KNOWLEDGE:
  • Experience of working on new client implementations ideally within the travel industry
  • A strong team player with the dexterity to support colleagues and clients globally
  • Inquisitive with the ability to use own initiative to solve problems in a methodical manner
  • An excellent communicator who knows how to motivate and get the very best out of people – make complex look simple
  • Integrity will be important to you – open, honest and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect
  • Takes a vested interest in delivering new technology and innovation to our client base
  • Preferred but not essential hands-on experience of working with the administrative side of self-booking systems
  • Proven strong implementation skills are vital to carry out all aspects of this role
  • Highly customer service orientated, and solution focused with the ability to anticipate client needs
  • Highly organised and efficient individual with methodical approach to problem solving and a keen eye for detail
  • Clear presenter, able to articulate key messages to a diverse audience
  • Knowledge of Sabre GDS is preferable but not essential
  • Good written English
  • MS office; Word, Excel, PowerPoint
  • Project Management skills
  • Knowledge of Salesforce and Smartsheet but not essential
  • Experience working with corporate clients across multiple markets
  • Experience of managing change internally & externally
  • Creative in terms of solution outcomes

 

  • CORE COMPETENCIES:
  • Drive Innovation – Be a problem solver. Enable & drive innovation by working with teams to develop new approaches and solutions to problems that have not previously been done.  Embrace and support change and suggest implementation strategies.  Seek, develop and test unique opportunities for business improvement and growth.
  • Enhance Client Relationships – Establish and develop effective relationships with customers where appropriate to do so and gain trust and respect in supporting the implementation process.
  • Be Results Oriented – Maintain and apply a broad understanding of the business vision and Reed & Mackay’s way of working. Understand financial management principles to ensure decisions are based on this.  Establish and embed quality processes, that are repeatable and scalable, to create discipline, accountability & focus whilst driving others to deliver results.