Director of Client Delivery - Melville, NY
Accommodations Plus International, Melville, New York, us, 11775
Overview
Accommodations Plus International (API) is a global leader in crew and disrupted passenger accommodations technology. We partner with major airlines, cruise lines, and rail operators worldwide to deliver crew-first solutions that streamline operations, reduce costs, and transform the travel experience. We are expanding account-based marketing (ABM) to accelerate growth across strategic accounts. This is a unique opportunity to join a high-growth team, help shape our ABM engine, and directly impact multi-million-dollar opportunities with some of the world’s leading airlines, rail and cruise organizations.
Summary/Objective Assists leadership with leading/managing the Client Delivery team. This role will plan, manage, and coordinate Client Delivery activities to ensure goals and objectives are accomplished. This role will be the voice of the customer, ensuring that all delivery functions – Contracting, Operations, Technology, Product, and Accounting – are consistent and aligned to achieve our customers’ success.
This position requires strategic vision to identify and interpret market trends and set appropriate hotel sourcing strategies. With excellent negotiation skills, extensive contracting experience and strong team management, you coach and develop the team to deliver aggressive savings targets and maintain progressive supplier relationships that maximize value for our customers.
A leader who is a strategic thinker with strong commercial acumen, a customer focus, and the ability to engage effectively with a broad range of stakeholders and partners to drive business outcomes. The role requires the ability to communicate at both senior and operational levels.
Develop supplier continuous improvement plans and apply best-practice tools and techniques in strategic sourcing within the hotel marketplace.
Essential Functions
Client Relationship
Establish and maintain relationships with key stakeholders at senior levels within airline and hotel partners.
Communicate and meet with major clients regularly to ensure API deliverables are met.
Support Client Delivery Team to create client sourcing strategy based on solid market insights.
Report on strategy and savings matrix for North America accounts.
Lead Client Delivery Team to develop Strategic Account Plans for Airlines and ensure delivery according to plan.
Suggest solutions and innovative ideas to meet client needs.
Ensure Client Delivery Team handles complaints promptly and effectively.
Support Client Delivery Team to prepare monthly, quarterly, and annual reports and budget forecasts for clients.
Site Inspections
Train Client Delivery Team to conduct site inspections domestically and internationally to ascertain suitability for airlines in line with minimum requirements.
Undertake site inspections in key markets as needed.
Support effective management of union relationships as part of the site inspection process.
Day to Day Client Delivery
Provide strategic leadership to identify opportunities to expand products within North American accounts.
Communicate to the VP on client performance, strategies, and needs.
Ensure the Client Delivery team stays on track with sourcing deliverables and signing off airline approvals.
Maintain action logs and lead weekly internal meetings to prepare for client meetings.
Support and help prepare client communications for weekly performance meetings and business reviews.
Review destination presentations for accuracy before presenting to the airline.
Document, troubleshoot, and resolve operational and sourcing challenges.
Systems knowledge
Become knowledgeable with API’s technology platforms for the Client Delivery department.
Maintain and update spreadsheets and databases as required.
Support VP Client Delivery on assigned projects linked to business growth.
Responsibilities
Support Client Delivery to ensure correct processes, client focus, and communication for exemplary performance.
Manage multiple projects from concept to final implementation.
Provide organization, direction, and coordination for business reviews and ensure savings matrices are accurate.
Coach Client Delivery team and identify growth and training opportunities.
Hold weekly planned one-on-one meetings with team members to review workload and progress.
Key accountabilities
Lead, grow and manage the North American Client Delivery team to ensure excellent client performance.
Coordinate with Operations, Technology, Product and Accounting to raise, consolidate, and prioritize requests until solutions are implemented.
Develop and maintain strong client relationships at all levels.
Manage multiple projects to successful implementation.
Work with Client Delivery to coordinate project details and timely completion.
Develop and execute business reviews, savings matrices, and new client implementations.
Coach and develop team members, recognizing growth opportunities and promoting training.
Provide ongoing guidance and performance feedback to the team.
Systems/Platforms
MyCrewCare
– Manage crew feedback in our online portal and address complaints with hotel partners; identify performance improvements.
HotelExpress
– Ensure contracted hotels are available and properly managed in HotelExpress.
ACES
– Ensure hotel contract data is loaded into ACES for OPS and Accounting; manage monthly ACES schedules and risk.
Salesforce
– Maintain opportunities and contract data with accurate dates and projections; ensure contracts are entered before start dates.
Supervisory Responsibility Client Delivery Team members, Account Coordinators, and MCC Specialists.
Work Environment Based at our Melville office, Hybrid (3 days in office / 2 days remote).
Position Type and Hours Monday through Friday, with core business hours. Occasional evenings and weekends may be required.
Travel Travel up to 30%.
Key Capabilities
Problem Solving/Analysis
Detail-oriented
Relationship builder
Advanced Excel and PowerPoint skills
Ability to multi-task and meet deadlines
Leadership
Negotiation and interpersonal skills
Budget development
Strong verbal and written communication
Cross-cultural collaboration
Continuous improvement mindset
Flexible schedule and travel availability as needed
Required Education and Experience
At least 5 years in a category manager procurement role
Experience in the travel industry preferable
Bachelor’s degree in business administration or similar
MCIPS qualified preferred
Governance, process and change management experience
Proven ability to negotiate major strategic deals and manage workload in a fast-paced environment
Strong contract law knowledge and category management principles
Compensation The compensation for this position is $90,000 - $110,000 annual salary, commensurate with experience.
Who We Are API is the global leader for crew accommodation solutions. Our technology platform streamlines crew planning and elevates the crew layover experience. We seek dynamic, creative, tech-savvy individuals to join our team who are passionate about hard work, service, technology, and client solutions.
Other Duties
Duties, responsibilities and activities may change at any time according to business needs.
Performance of additional responsibilities if designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).
Work Environment (Additional) Professional office environment with standard office equipment.
Physical Demands Regularly able to talk, hear, stand, walk, use hands, and reach.
AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, age, disability, sex, or other protected characteristics. Our management is dedicated to this policy in recruitment, hiring, promotion, and all aspects of employment.
#J-18808-Ljbffr
Summary/Objective Assists leadership with leading/managing the Client Delivery team. This role will plan, manage, and coordinate Client Delivery activities to ensure goals and objectives are accomplished. This role will be the voice of the customer, ensuring that all delivery functions – Contracting, Operations, Technology, Product, and Accounting – are consistent and aligned to achieve our customers’ success.
This position requires strategic vision to identify and interpret market trends and set appropriate hotel sourcing strategies. With excellent negotiation skills, extensive contracting experience and strong team management, you coach and develop the team to deliver aggressive savings targets and maintain progressive supplier relationships that maximize value for our customers.
A leader who is a strategic thinker with strong commercial acumen, a customer focus, and the ability to engage effectively with a broad range of stakeholders and partners to drive business outcomes. The role requires the ability to communicate at both senior and operational levels.
Develop supplier continuous improvement plans and apply best-practice tools and techniques in strategic sourcing within the hotel marketplace.
Essential Functions
Client Relationship
Establish and maintain relationships with key stakeholders at senior levels within airline and hotel partners.
Communicate and meet with major clients regularly to ensure API deliverables are met.
Support Client Delivery Team to create client sourcing strategy based on solid market insights.
Report on strategy and savings matrix for North America accounts.
Lead Client Delivery Team to develop Strategic Account Plans for Airlines and ensure delivery according to plan.
Suggest solutions and innovative ideas to meet client needs.
Ensure Client Delivery Team handles complaints promptly and effectively.
Support Client Delivery Team to prepare monthly, quarterly, and annual reports and budget forecasts for clients.
Site Inspections
Train Client Delivery Team to conduct site inspections domestically and internationally to ascertain suitability for airlines in line with minimum requirements.
Undertake site inspections in key markets as needed.
Support effective management of union relationships as part of the site inspection process.
Day to Day Client Delivery
Provide strategic leadership to identify opportunities to expand products within North American accounts.
Communicate to the VP on client performance, strategies, and needs.
Ensure the Client Delivery team stays on track with sourcing deliverables and signing off airline approvals.
Maintain action logs and lead weekly internal meetings to prepare for client meetings.
Support and help prepare client communications for weekly performance meetings and business reviews.
Review destination presentations for accuracy before presenting to the airline.
Document, troubleshoot, and resolve operational and sourcing challenges.
Systems knowledge
Become knowledgeable with API’s technology platforms for the Client Delivery department.
Maintain and update spreadsheets and databases as required.
Support VP Client Delivery on assigned projects linked to business growth.
Responsibilities
Support Client Delivery to ensure correct processes, client focus, and communication for exemplary performance.
Manage multiple projects from concept to final implementation.
Provide organization, direction, and coordination for business reviews and ensure savings matrices are accurate.
Coach Client Delivery team and identify growth and training opportunities.
Hold weekly planned one-on-one meetings with team members to review workload and progress.
Key accountabilities
Lead, grow and manage the North American Client Delivery team to ensure excellent client performance.
Coordinate with Operations, Technology, Product and Accounting to raise, consolidate, and prioritize requests until solutions are implemented.
Develop and maintain strong client relationships at all levels.
Manage multiple projects to successful implementation.
Work with Client Delivery to coordinate project details and timely completion.
Develop and execute business reviews, savings matrices, and new client implementations.
Coach and develop team members, recognizing growth opportunities and promoting training.
Provide ongoing guidance and performance feedback to the team.
Systems/Platforms
MyCrewCare
– Manage crew feedback in our online portal and address complaints with hotel partners; identify performance improvements.
HotelExpress
– Ensure contracted hotels are available and properly managed in HotelExpress.
ACES
– Ensure hotel contract data is loaded into ACES for OPS and Accounting; manage monthly ACES schedules and risk.
Salesforce
– Maintain opportunities and contract data with accurate dates and projections; ensure contracts are entered before start dates.
Supervisory Responsibility Client Delivery Team members, Account Coordinators, and MCC Specialists.
Work Environment Based at our Melville office, Hybrid (3 days in office / 2 days remote).
Position Type and Hours Monday through Friday, with core business hours. Occasional evenings and weekends may be required.
Travel Travel up to 30%.
Key Capabilities
Problem Solving/Analysis
Detail-oriented
Relationship builder
Advanced Excel and PowerPoint skills
Ability to multi-task and meet deadlines
Leadership
Negotiation and interpersonal skills
Budget development
Strong verbal and written communication
Cross-cultural collaboration
Continuous improvement mindset
Flexible schedule and travel availability as needed
Required Education and Experience
At least 5 years in a category manager procurement role
Experience in the travel industry preferable
Bachelor’s degree in business administration or similar
MCIPS qualified preferred
Governance, process and change management experience
Proven ability to negotiate major strategic deals and manage workload in a fast-paced environment
Strong contract law knowledge and category management principles
Compensation The compensation for this position is $90,000 - $110,000 annual salary, commensurate with experience.
Who We Are API is the global leader for crew accommodation solutions. Our technology platform streamlines crew planning and elevates the crew layover experience. We seek dynamic, creative, tech-savvy individuals to join our team who are passionate about hard work, service, technology, and client solutions.
Other Duties
Duties, responsibilities and activities may change at any time according to business needs.
Performance of additional responsibilities if designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).
Work Environment (Additional) Professional office environment with standard office equipment.
Physical Demands Regularly able to talk, hear, stand, walk, use hands, and reach.
AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, age, disability, sex, or other protected characteristics. Our management is dedicated to this policy in recruitment, hiring, promotion, and all aspects of employment.
#J-18808-Ljbffr