CAREERS
Travel Program Specialist
Reports to: Manager, Travel Data Services
Position Description
The Travel Program Specialist’s (TPS) primary function is to ensure that all procedural aspects of the Travel Department operate at the highest possible levels of efficiency, and to provide the Travel Program Managers (TPM) and the Program Coordinators (PC) the support required in the planning and management of group travel incentive programs.
Major Responsibilities
Customer Service:
- Provide exceptional customer service to all winners, guests, and VIPs who reach out via phone or email regarding their travel program(s).
- Provide exceptional customer service to all internal clients, including TPMs, Assistant TPMs, and PCs.
- Respond daily to incoming calls and respond to any active voicemails on our Travel Desk phone line.
- Monitor and respond daily to emails in the Travel Specialist email account as well as your personal work email account.
- Supervise accurate data transmission by reviewing winner and guest registrations and the exchange of this information from Aventri (our registration platform) to our air department Group Travel Partners (GTP) via our API (Application Programming Interface).
- Oversee the maintenance of data records, verifying the quality of the data and identifying any discrepancies. Indicate any changes/corrections to data with the TPM, PC, and/or client(s) to ensure 100% accuracy.
Registration/Mobile App Site Creation:
- Create and route the registration site copy for assigned travel programs.
- Create registration sites for assigned travel programs based on their specific program parameters and manage any updates/changes to the site as needed.
- Send out emails/reminders to invited attendees on assigned travel programs.
- Create assigned mobile applications for specific travel programs.
- Manage the creation of post-program surveys for assigned travel programs based on their specific program parameters, as well as managing the pulling of the survey results.
- Manage waiver process using online platform, making sure the integration between the waiver site and our registration site is working correctly, managing reminder emails, and ensuring all waivers have been finalized prior to the program start date.
- Drive the continuous development and enhancement of Aventri, with a goal of becoming a Super User.
Travel Program Assistance:
- Assist in the creation and proofreading of travel-related copy, if needed.
- Attend travel program milestone and GTP turnover milestone meetings.
- Provide assistance with reporting and ad hoc requests, if needed.
- Possibly travel onsite in a support capacity - Some travel may be required.
- Assist with hotel and venue sourcing, written proposal creation, and air studies for incentive travel proposals, as needed.
- Coordinate and deliver Great Escapes or other individual or small group travel packages, as needed.
Required Skills, Knowledge and Intangible:
- Four-year college degree.
- Thorough understanding of the importance of excellent customer service.
- Comfortable answering multiple customer calls per day.
- Excellent oral and written communication skills.
- Strong knowledge of MS Office Suite, especially Excel.
- Self-motivated, well organized, team player.
- Possess unyielding integrity and commitment, a sense of urgency, and a strong appetite for accomplishment, results, and quality.
- Exhibit independent thinking, curiosity, uncanny attention to detail, two-way communications, adaptability in style, and an ability to balance quality, time-to-market, and capacity goals to deliver as promised.
Performance Measurements:
- Ensure extremely high satisfaction levels by implementing consistent and proactive thinking in support of assigned travel programs.
- Protect business unit profitability and customer satisfaction by ensuring the accuracy of registration, airline bookings, and other data, while keeping TPMs and PCs on track with deliverables.
- Actively participate in initiating and implementing innovative procedures to streamline and improve process in the travel department.
- Demonstrate sense of ownership across all programs, whether assigned or not, and a willingness to actively support teammates without regard for title in the pursuit of flawless program delivery.
- Maintain Values of Next Level “CARES”.
Direct Reports: N/A
Global eCommerce & Customer Satisfaction Manager
Reports to: EVP of Operations
Position Description
The Manager, Global eCommerce & Customer Satisfaction Manager provides innovative leadership and forward-thinking, in building a successful and profitable eCommerce solutions platform business while leading, guiding, and directing the Customer Satisfaction team. The Manager is responsible for all aspects of our eCommerce business, including profitability, vendor management related to award fulfillment for Rewards and Recognition and Loyalty Programs, providing business analytics, monitoring customer satisfaction levels, and influencing/integrating operational processes, thoughts, and ideas across the company.
Major Responsibilities
Global eCommerce:
- Craft and present to Company leadership an eCommerce business plan
- Oversee the company’s domestic and international online catalog utilizing authorized suppliers including Merchandise, Gift Cards, Electronic Gift Cards, Event Tickets, Individual Travel and Prepaid Rewards Cards
- Responsible for Vendor management & relationships including due diligence, on-boarding, annual reviews, and ensuring service levels are maintained; identifying potential vendors related specifically to award fulfilment.
- Configuration of catalogues and site content using in-house systems
- Lead product pricing, strategy, review and negotiation
- Develop and provide data analytics for strategic accounts – schedule and conduct client business reviews.
- Assist with Coordinating Sweepstakes Programs when needed, including legal filings.
Financial Contribution to Co. Profitability:
- Monitors reporting, financial & operational metrics.
- Executes operating plans and tactics to attain short- and long-term financial and mission-critical operational goals.
- Monitors financial and operational metrics to measure achievement of objectives.
- Invoice auditing and reconciliation.
Customer Satisfaction:
- Lead, guide, and direct all aspects of the day-to-day operations of the Customer Satisfaction Team for client incentive programs such as Rewards and Recognition, Sales Contests, and Loyalty programs.
- Responsible for operational tasks such as order processing, cancellations & reporting
- Trouble shoot and manage operational/reporting issues to ensure a swift resolution and communication .
- Assist and troubleshoot with order query management.
Transformational Leadership:
- Be transformational – Meet (listen intently); Involve create the forum to share thoughts/ideas and discuss issues); Mobilize (see the possibilities & influence action/change)
- Personify a passion for new ideas, thoughts, & opportunities for growth – exhibited by consistently initiating value-added thoughts, ideas & solutions.
- Skillful at modeling/leading interdependency, collaboration & two-way communications.
- A solutions practitioner nimble, approachable open to different points of view (mental agility), with a keenness to adapt (to situations and people) and exhibit Emotional Intelligence.
- Strong appetite for accomplishments and results.
- May require out of town travel 2-3 times a year for trade shows and industry events
- Other duties as assigned
Key Competencies:
- Bachelor’s degree in business or related degree
- Minimum of 3 years’ experience in eCommerce supplier management/supply chain, or a similar role
- Four to seven years successful customer-centric program leadership and merchandising experience
- Strong knowledge, use, and implementation of technology resources (e.g., Salesforce, MS Office Suite, data analytics, etc.)
- Experience working with/in headless eCommerce platforms. Znode or industry experience a plus.
- Experience setting up different international eCommerce store fronts and numerous catalogs.
- Sound business intelligence - understanding of financial principles, tools, with strong attention to detail, analytical thinking, and problem-solving skills.
- Strong and effective communicator - “sells”/presents ideas from a business foundation (facts/details)
- Delivers extraordinary customer satisfaction.
- Strong and effective negotiation skills - Negotiates best product, price and delivery with all vendors.
Critical Success Factors:
- Profitability, achieve/exceed operational & financial goals on time and within budget, finger always on the pulse.
- Customer satisfaction – study, develop and implement customer-centric operational processes, solutions, etc.
- Deliver on business commitments - master at execution (builds a culture of accountability & high-achievement) – plans for the unexpected, gains efficiency through technology, increases productivity through people.
- Thinking Contribution – forward thinking (sees the possibilities) – consistently initiates/presents new ideas, thoughts, opportunities to drive eCommerce growth/profitability.
- Transformational Leadership - Exhibit Next Level CARES values, (Collaborate, Accountability, Respect, Ethical, Service)
Direct Report(s):
- Customer Service Representative
- Customer Service Representatives
- Merchandising/Customer Service Representative
- Customer Service Operations Coordinator
Next Level Performance is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated.
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