Program Manager, Japan

**Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies and experience and be part of BCD Travel Japan's Program Management team? If yes, you might be exactly the team member we are looking for.**

As a Program Manager, Japan, you are responsible for managing all aspects of assigned client portfolio of a national (local country) account(s) to include but not limited to client retention, contract negotiation, implementation and business consolidation, sales of products and services, financials (budgets, billing, payment and profitability), business planning and reviews, establishing relationships with key decision makers in multiple regions, staff development, business continuance and escalation of operational issues.

NAM-A national AM is responsible for a customer program within a single country. It can be a standalone in-country program or support the country requirements within a globally consolidated program.

**Your responsibilities**

**Provide leadership to account team**:

- Responsible for the coordination of communication with national account team and client
- Demonstrate and communicate the value that BCD Travel provides to the client.
- Work closely with internal teams to ensure contractual commitments are met.

**Develop Business Plan, implement key deliverables, measure results**:

- Formulate and manage local business plan with client:

- **Develop**: Working with client and BCD Travel team, identify short-term and long-term objectives for the global program and outline solutions to achieve objectives, including measurements and timelines.
- **Implement**: Create action plan to implement each program objectives with actions and timelines.
- **Measure and Report Results**:Put into place tracking and reporting for each objective and indicator.
- **Account Reviews**: Plan and execute quarterly business review. Plan annual strategic business review. Create actions for deficiencies.

**Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)**:

- Develop: Develop Service Level Agreement for Service, Financial, MIS/CDS, Program Performance, Technology and Communication indicators, as applicable.
- Measure and Report: Put into place tracking and reporting for each indicator.
- Create and manage business improvement plans, as required.
- Crisis Management responsibility, plans and tools.

**Financial**:

- Provide support to budgets and financials (includes billing, payment & profitability).
- Responsibility for profitability of national contract.
- Responsible for national financial reporting to customer, if needed.
- Increase revenues by Up-Sell and Cross-Sell of products and services that meet client's needs.

**Manage new business implementations**:

- Oversee the implementation of new business, working closely with national implementation team to ensure customer expectations are met.

**Establish & maintain relationships**:

- Overall responsibility for relationship with your client at a national level with local language.
- Establish and maintain relationships with key customer decision makers at all levels within the customer organization, including introduction of BCD Travel senior management to customer.
- Establish and maintain relationships within BCD Travel (owned, partners and affiliates) to achieve results for customer.
- Develop and maintain strategic global supplier relationships
- Build an internal network with departments, local leaders and key support team members in order to effectively accomplish goals and initiatives that benefit the client and BCD Travel.

**Negotiations**:

- Negotiate client contract terms and manage to all contractual terms
- Up-sell and cross-sell products and services that meet client's needs
- Introduce consulting services to enhance program

**Operational & Global Reporting Requirements**:

- Owner of overall service delivery strategy
- Identifies opportunities to use local/global technology tools and new processes.
- Communicates customer operations requirements to all owned, partner and affiliate servicing locations.
- Escalates operational issues without personally taking on responsibility of solving the issue.
- Develops business continuance plans
- Working with Global CDS, ensure each country is providing the required data within the agreed delivery time.

**Secondary duties and responsibilities**:

- Provide support to accounts receivable management
- Provide support to and work together with Supplier Relations
- Participate in client networking events
- Seek out internal and external information to ensure clear understanding of client dynamics and BCD Travel solutions.
- Organize, prepare and/or participate in customer event / training seminars, where appropriate.

**We're looking for you if your profile matches the following**:

- Minimum 2 years’ experience in account management or clien