Customer Coordination Manager

CUSTOMER COORDINATION MANAGER (P2 Level)
The Customer Coordination Manager (CCM) reports to the Unit Leader within S.I.D. business unit. The CCM takes the overall responsibility of clients travel implementation and manages travel implementations, including moves, closures and ad-hoc projects as required by the business. o Job Description / Key Responsibilities Take overall responsibility & project management of travel implementations to include moves, and ad-hoc projects as required by the business o o o o o o o o o o Update the OneForm and the Task List for each client Update the Implementation Project Workbook for each client Be the focal point of contact for the project team during the implementation process Ensure the Onboarding process is followed (Pre-assessment through to post-implementation stage) Lead the (local) Joint Planning meetings Ensure all project members are aware of their roles & responsibilities. Lead weekly or bi-weekly calls, normally via Zoom conference, and produce call notes & agendas Ensure the project remains on track, all tasks completed within deadline. Update OneForm and Task List accordingly Keep the RAG Status updated accurately and timely Proactively manage project risk assessment and management including escalations as required for support and resolution o During EMEA & Global Implementations, attend calls as required - produce relevant updates & deliver actions required by deadlines provided by Customer Onboarding Manager (COM) o o o o o o o o When necessary, create communication strategy with Client General Manager for review with customer Create local Project scope when appropriate Execute & drive readiness to launch assessment Coordinate End to end testing with Service Delivery Coordinate technical set ups with technical teams and telephony department When necessary, conduct Online Booking Tool Site Review with client Conduct post implementation meeting and handover to Traveler Care & CGM Share ideas to Improve Implementation procedures/timelines. Use Lessons Learned on SID SharePoint Key Qualifications: o o o o o o o o o Strong English language requirement (both written and verbal) Strong project management & analytical skills. Ability to lead client meetings & produce presentations. Confident & persuasive. Demonstrates professional attitude at all times. Basic understanding of GBT supported Online Booking tools (Concur + Neo) Commercial awareness. In depth knowledge of American Express Global Business Travel. Base understanding of the GBT Branded tools (Connect Client, Expert Care, Expert Auditor, Air Track Expert, GBT Account, Connect Profile etc.). o o o o o o o o o Ability to work independently whilst contributing to the overall team objectives. Capacity to work virtually and strong organizational skills. Tenacious ability to drive change in the face of possible resistance. Excellent communicator at all levels both written and oral. Change management skills. Attention to detail. Strong customer relationship skills. Effective time management, multi-tasking prioritization skills. Leadership skills.