Apply on Employer Site

Accommodations Plus International · 2 months ago

Director of Client Delivery - Melville, NY

Melville, NY

Full-time

Onsite

Lead/Staff, Director/Executive

$90K/yr - $110K/yr

5+ years exp

Accommodations Plus International (API) is a global leader in crew and disrupted passenger accommodations technology. The Director of Client Delivery will manage the Client Delivery team, ensuring the alignment of various functions to achieve customer success, while developing strategic relationships with key stakeholders in the airline and hotel sectors.

LogisticsTravel Accommodations

Responsibilities

Support Client Delivery team to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client

Manage multiple projects and facilitate their success from the original concept to the final implementation

Provide organization, direction and coordination for business reviews, ensure savings matrix is maintained accurately

Support VP Client Delivery by providing coaching of Client Delivery team and identifying areas for growth and training opportunities

Hold weekly planned individual meetings with team members to review current workload and ensure work is on track

Lead, grow and manage the North American Client Delivery team to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client

Coordinate with Operations, Technology, Product and Accounting departments with the objective of raising, consolidating and prioritizing requests until the solutions are implemented or topics are addressed

Relationship management: Develop and maintain strong relationships with the clients at all different levels

Ability to manage multiple projects and facilitate their success from the original concept to the final implementation

Work closely Client Delivery team to coordinate project details and to ensure timely and effectively completion

Provide organization, direction and coordinate for business reviews, savings matrix, new client implementations and all other client specific initiatives

Develops people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with the team, identifying training opportunities

Consistently provides team members guidance, goal setting and performance feedback on a regular basis

Become knowledgeable in all API technology platforms to ensure clients are aligned with appropriate software solutions

Ensure Strategic Account Plans are implemented effectively for all North America Clients

Oversee the central repository for contracts (salesforce), including activity planning and the timely execution of contracts

Obtain data from varied sources to identify and support fact-driven opportunities. Ensure analysis is accurate, comprehensive and robust

Lead Client Delivery teams to conduct risk analysis to continually review contracts and market opportunities and take action as required

Share market knowledge and experience with team members to support the success of all airline accounts

Develop, implement and manage an appropriate SRM Strategy across Clients, hotel and ground transport supplier program

Manage crew feedback specialist in managing crew member feedback via our online portal for all assigned accounts ensuring any complaints are addressed in a timely fashion accordingly with our hotel partners and documented

Identify where supplier performance management is required and implement performance improvement plans where necessary

Ensure the team add new hotels to the system and ensure all information is accurate

Ensure the clients using HotelExpress have an appropriate portfolio of contracted hotels available and the Client Delivery team are effectively managing the supplier and client relationships. Ensure they are loaded and maintained properly on HotelExpress for clients

Ensure Client Delivery team are loading all hotel contract information correctly into ACES for OPS and for Accounting

Ensure the Client Delivery teams are effectively managing ACES schedules monthly to ensure hotels are downloading their schedules and identifying any risk in advance. Ensure teams are assisting OPS department with follow up to the hotels to ensure that schedules are accepted, and trouble shoot any issues

Ensure that client back up lists are accurate and loaded into ACES for OPS

Ensure all opportunities (upcoming contract expirations and/or new destinations) are in Salesforce with accurate business start dates and revenue projections

Ensure contracts are entered into Salesforce prior to contract start date

Qualification

Strategic sourcingContract negotiationClient relationship managementTeam managementCategory managementBudget managementTravel industry experienceMCIPS qualificationMulti-taskingContinuous improvementProblem solvingDetail-orientedInterpersonal skillsCommunication skillsLeadership