travel agency manager

Position Overview

The Corporate Travel Agency Manager is a senior leadership role within a travel services organization, specializing in managing the corporate client segment. This position is responsible for developing and executing travel management strategies that meet client needs, drive efficiency, optimize cost, and ensure compliance with travel policies and regulations.

The manager serves as the primary liaison between corporate clients and internal teams, leading a group of travel consultants, managing relationships with vendors and suppliers, and implementing tools and processes that enhance the travel experience while controlling costs. This role requires a high level of expertise in business travel, negotiation, vendor management, policy development, and customer service.

Primary Objectives

• Deliver seamless, efficient, and compliant corporate travel solutions.

• Ensure exceptional service standards for corporate accounts.

• Optimize travel spend and operational efficiency.

• Lead, mentor, and develop high-performing travel teams.

• Drive strategic growth in the corporate travel segment.

Core Responsibilities
1. Client Relationship & Account Management

• Act as the lead point of contact for key corporate clients.
• Build and maintain long-lasting client relationships.
• Conduct regular account reviews with clients to discuss travel spend, service delivery, and policy compliance.
• Handle escalated issues or complaints with urgency and professionalism.
• Customize travel solutions based on the needs of each corporate account.
• Present quarterly and annual performance reports to clients with actionable insights.
• Maintain a deep understanding of clients' businesses, goals, and travel behaviors.

2. Team Management & Leadership

• Supervise a team of travel consultants, coordinators, and support staff.
• Oversee recruitment, onboarding, and ongoing training of staff.
• Conduct regular performance evaluations and coach team members for improvement.
• Set KPIs for team performance, customer service, and productivity.
• Promote a culture of accountability, professionalism, and continuous improvement.
• Organize team meetings, workshops, and knowledge-sharing sessions.

3. Corporate Travel Policy Development & Enforcement

• Develop customized corporate travel policies in collaboration with clients.
• Educate corporate travelers and internal teams on policy guidelines.
• Monitor policy compliance across bookings and issue reports.
• Advise clients on best practices to improve policy adherence.
• Analyze travel behaviors to suggest policy adjustments for cost control.

4. Supplier & Vendor Management

• Build strategic partnerships with airlines, hotel chains, car rental agencies, and other suppliers.
• Negotiate rates and contracts to ensure competitive pricing and added value for corporate clients.
• Monitor service delivery levels from vendors to ensure consistent quality.
• Resolve disputes and escalate service-related issues to suppliers when necessary.
• Explore opportunities to expand preferred vendor programs.

5. Travel Booking Oversight

• Oversee and approve all high-level or complex bookings (e.g., VIPs, C-level executives, large groups).
• Ensure consultants adhere to client travel policies during booking.
• Audit travel itineraries to ensure accuracy, timeliness, and completeness.
• Implement efficient workflows and booking tools to enhance productivity.
• Coordinate with visa and documentation service providers for international travel needs.

6. Technology & Systems Implementation

• Evaluate and deploy booking and expense platforms (e.g., GDS, OBTs like Concur, Egencia, or SAP).
• Train team members and clients on using self-booking tools and mobile apps.
• Ensure seamless integration between internal systems and client platforms.
• Identify opportunities to digitize manual processes for improved efficiency.
• Monitor system usage and resolve any technical issues promptly.

7. Financial Management & Cost Control

• Work with finance and procurement departments to set travel budgets.
• Track and manage travel expenditures, aiming for cost optimization.
• Identify savings opportunities through policy adjustments and supplier negotiations.
• Generate monthly/quarterly financial and travel cost reports for internal and client use.
• Oversee invoicing, reconciliation, and payment collection processes.
• Forecast future travel spend and recommend strategies to control growth.

8. Crisis & Risk Management

• Monitor travel risks including natural disasters, geopolitical events, and public health advisories.
• Create and implement traveler safety and emergency protocols.
• Establish procedures for handling cancellations, delays, and other disruptions.
• Communicate with travelers in real time during emergencies.
• Maintain updated travel insurance policies and coverage for corporate clients.

9. Quality Control & Service Standards

• Design and implement quality assurance protocols across all booking and service delivery activities.
• Monitor Net Promoter Scores (NPS), client feedback, and satisfaction surveys.
• Conduct internal audits to ensure adherence to company and client standards.
• Respond to service failures and lead corrective action plans.
• Implement standard operating procedures (SOPs) for service delivery.

10. Strategic Planning & Business Development

• Identify new business opportunities within existing corporate accounts.
• Assist in responding to RFPs (Requests for Proposal) and tenders.
• Develop and launch service packages tailored to industry-specific travel needs (e.g., legal, pharma, oil & gas).
• Collaborate with the marketing team on client retention campaigns.
• Evaluate competitors' offerings and stay informed on market trends. Qualifications & Experience

Education:

• Bachelor's degree in Business Administration, Travel & Tourism, Hospitality, or a related field (required).
• MBA or other relevant postgraduate degrees (preferred).

Professional Experience:

• 5+ years in corporate travel management or travel agency operations.
• At least 2 years in a managerial or supervisory role.
• Proven experience managing high-value corporate accounts.

Technical Skills:

• Proficiency in GDS platforms (e.g., Sabre, Amadeus, Galileo).
• Experience with travel management systems and OBTs (Concur, Serko, etc.).
• Familiarity with CRM systems, financial reporting tools, and Microsoft Office Suite.
• Understanding of global travel documentation, visa processes, and compliance issues.

Soft Skills:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and problem-solving skills.
• High emotional intelligence and client empathy.
• Exceptional attention to detail and multitasking ability.

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