Roundtrip is seeking a highly motivated and results-driven individual to join our team as a Head of CTM Support. As part of Emerging Travel Group, a global travel-tech company whose brands have been operating in over 220 source markets since 2010, Roundtrip helps corporate customers organize business trips.
Job Responsibilities
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Develop and lead a comprehensive service strategy for the CTM segment, aligned with the department's structure and business goals.
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Act as a change agent, driving improvements in partner support models within a matrixed organizational environment.
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Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction.
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Conduct competitive analysis and benchmark CTM service offerings against industry standards and best practices.
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Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards.
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Understand CTM partners’ pain points to implement improvements that balance customer needs with operational efficiency.
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Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity.
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Maintain regular communication with CTM partners on operational matters, including deal processing and client management.
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Serve as the primary liaison between operational teams and CTM business stakeholders.
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Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met.
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Work alongside Operational leaders to build team structures that effectively support the CTM business line.
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Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.
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Support team leads in performance management, ensuring service teams meet expectations and quality standards.
Requirements
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Proven experience in service operations or customer experience leadership within the travel industry.
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Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives.
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Experience working in matrix or cross-functional environments is strongly preferred.
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Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions.
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Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools.
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Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them.
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Strong leadership skills with experience managing or influencing large teams.
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Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements.
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Language knowledge. Fluent English.
Benefits
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Flexible schedules and opportunity to work remotely.
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Ambitious and supportive team who love what they do, appreciate each other, and grow together.
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Internal programs for adaptation and training, development of soft skills, and leadership abilities.
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Partial compensation for participating in external training and conferences.
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Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world.
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Corporate prices on hotels and travel services.
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MyTime Day Off - an extra non-working day without loss of compensation.
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