Senior Client Success Manager

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.

Our Customer Experience organization is looking for a Senior Manager of Client Experience to help ensure we are providing the experience our Customers expect of Reed \& Mackay across business units and the support experience. This individual is a strategic thinker who is comfortable in selling both success and failure, who enjoys developing relationships with cross functional partners, aligning internal and external stakeholders and clients on innovative ways of thinking and working to deliver successful outcomes and partnerships.

The primary duty of this position is to ensure that at a Customer level the experience within Customer Experience is meeting or exceeding expectations. This will require working closely with the Global Operations and Service teams, including Customer Care and Quality Assurance teams. This will also require working closely with the Sales and CSM team to ensure they are accurately selling Support during the prospect and implementation process, in addition to correctly following implementation processes and procedures. Additionally, this person will regularly update CSM’s on changes within our organization, by attending CS meetings and events. Setting realistic expectations with CSMs and Customers is critical in this role. This role will also interface with Customers when the need arises to bring them along on the Customer Experience Journey.

In this role, you will work directly with Reed \& Mackay customers and cross-functional stakeholders to address escalations in a proactive manner; as well as work both pre-emptively and proactively to identify and mitigate potential issues before they escalate. This person will have exceptional customer relations skills and be able to build strong working relationships with our internal stakeholders as well as our most valuable Customers.

What You’ll Do

• Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind
• Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services
• Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization
• Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support
• Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations
• Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations
• The ability to use intuition, customer input and your deep understanding data to rapidly review and extract actionable information
• Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide
• Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics
• Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers
• Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Succes

What We’re Looking For

• The role should be based out of US (and/or UK)
• Strong background working with high value customers and liaising between multiple geographic internal organizations
• 10\+ years experience in the Travel Industry, Corporate Travel ideal
• Strong interpersonal, communication and relationship building skills
• Proven ability to collaborate with and manage cross-functional discussions for optimal service delivery to the customer
• The ability to work with integrity, critical and independent thinking skills , and sound judgment
• Strong analytical skills with the ability to work with data and develop key insights

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 [email protected].