Event Travel Manager

What You'll Do

• Act as primary client liaison for the Event Travel Department, providing outstanding support across the US to further the vision and goals of Reed & Mackay.
• Assist travelers with best-in-class personalized travel support, resolving issues before, during, and after travel, including basic cancellations, changes, and updates to hotel, flight, car, and/or rail bookings.
• Provide accurate and detailed fare information for hotel, flight, car, and rail bookings as needed.
• Work closely with client contacts to understand and meet program objectives/outcomes.
• Identify clients' measures of critical success factors for projects.
• Maintain thorough project documentation to ensure contract and documentation policy compliance (service agreements, SLAs, etc.).
• Troubleshoot issues by referring to agent tools for guidelines on assisting travelers.
• Coordinate program planning from post-sale stage to final billing.
• Participate in regular team meetings to stay updated on new product launches, industry updates, and team initiatives.
• Constantly improve travel industry and platform knowledge to set the standard for best-in-class travel management.
• Undergo training in Navan/R&M Systems.
• Support the Team Lead.

What We're Looking For

• 1-3 years of Group Travel planning experience preferred.
• Professional oral and written communication skills required.
• Navan TravelXen knowledge preferred, with strong understanding of travel bookings.
• Proficient in MS Excel, Word, PowerPoint, Google Suites, with technical aptitude to learn new technology.
• Client-facing video calls for setup and project management required.
• Knowledge of internal communication tools like Slack.
• Ability to multitask and resolve urgent matters quickly and efficiently.
• Empathetic disposition with ability to maintain a professional attitude.
• Experience adapting and thriving in a hyper-growth environment.
• 4+ years of GDS experience preferred (Sabre including PNR building and ticketing, Amadeus and NDC preferred).
• Independent thinker who can use available resources to troubleshoot issues and resolve customer inquiries.
• Prior experience developing and maintaining key client and Account Manager/Account Executive relationships.
• Proven record of strong customer service skills and positive CSAT outcomes.
• Reliable and flexible with openness to working non-traditional shifts (early mornings, late evenings, weekends).
• Interest in travel with basic understanding of world geography.