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Sr. Program Manager- Remote

Company: MacNair Travel Management
Location: Myrtle Point
Posted on: August 6, 2022

Job Description:

Sr. Program Manager, Customer Experience & Insights

Position Overview

The Senior Program Manager (SPM) will manage high-level, complex programs and other programs as assigned. For assigned client accounts, the SPM is responsible for program planning, program execution, building client relationships, leading the clients, managing client financials, and Creative Group cash flow, engaging suppliers with client priorities, and bringing creative solutions to our clients.

This can be a fully remote or hybrid position.



* Functions as the main client contact and works diligently to develop a strong relationship with the client
* Identifies and understands client interests, issues, expectations and priorities, and identifies potential opportunities
* Consults with client to determine goals, needs, objectives, expectations, and budget of the program
* Remains current and knowledgeable about the industry in order to provide the client with creative and compelling concepts
* Understands client/group idiosyncrasies and adapts Creative Group services accordingly; in the case a client's request does not fit in the company's service offerings, consults with the Account Executive
* Schedules and facilitates client planning and debrief meetings in order to evaluate program results
* Is accountable for successful program outcome

Program Operations:

* Collaborates with appropriate team members in a file transfer meeting from Sales/Product to Operations
* Provides overall strategy and choreography of meetings and events Initiates, plans and travels for site inspections
* Negotiates and manages supplier contracts, including deposits, attrition, concessions, guarantees, and master accounts
* Manages and works with hotel and supplier staff to exceed customer expectations. Provides best pricing, options and program objectives. Maintains logistical accountability of meetings. Acts as liaison between customer, hotel and suppliers.
* Communicates and approves all program specifications, event orders, and program details
* Oversees design, marketing concepts and promotional campaigns, copywriting, and budget specific to the program
* Sends appropriate post-program correspondence to all stakeholders

Financial Management and Insights:

* Manages program budget, cost-savings, billing and invoicing
* Identify opportunities for additional profit on each assigned program
* Reconciles all final billing


* Provides confident leadership for the client, planning team, and company through all actions and to be able to successfully execute programs
* Leverages experience and creative thinking to identify opportunities for increased process efficiency
* Models leadership behavior within team
* Communicates and confirms program specifications to internal and external parties
* Shares strategies and best practices with colleagues to identify cost and time efficiencies
* Supports quality control efforts within the team
* Seeks opportunities for growth and development for self and others
* Peer mentors Program Specialists
* Identify and implement best practices and standard operating procedures for job function, in alignment with Creative Group business process
* Provide daily mentorship within team, lead, guide and consult internal and external customers with a fact-based, solution focused approach
* Lead Team Projects and Initiatives, as directed by Director, CX&I
* Establishes, communicates, and monitors all timelines and budget parameters
* Works with all internal departments (as applicable per program) for the successful execution of the program
* Is responsible for on-site program execution and direction of travel staff. Implements contingency plans as needed onsite. Troubleshoots and solves onsite problems seamlessly
* Is responsible for identifying and sharing best practices and process improvemments company-wide
* Gathers, shares and applies learnings for continuous process improvement

Perform other duties as assigned

Basic Qualifications

* Bachelor's Degree in Business, Hospitality, Event Planning or a combination of education and work and experience is required
* Minimum of 5 years of experience in the Hospitality and/or group/individual performance industry
* Proficiency in Microsoft Office products, especially Excel
* Certification in Meeting Planner (CMP) and / or Certified Incentive Travel Professional (CITP) is a plus
* ADDITIONAL ASSET - Bilingual French/English

Additional Qualifications

* Must be able to behave in a manner that reflects our organization's Vision and Core Beliefs
* Must possess excellent interpersonal skills to be able to provide superior customer service and client consultation from the spirit to serve others; be able to work cross-functionally and develop strong and positive internal and external relationships
* Must possess excellent organizational and project management skills, ability to prioritize, detail orientation, and the ability to manage multiple customers and projects simultaneously are necessary for success in this position
* Must possess strong verbal and written communication skills and be an active listening to be the main client contact
* Must possess proven leadership skills in order to quarterback the team and mentor other roles Must be able to actively listen, have the capability to instill confidence in clients and colleagues and present information with confidence
* Must be professional in behavior with clients, suppliers, and co-workers
* Must exhibit strategic and critical thinking by gathering and analyzing information to skillfully conceptualize solutions that go beyond the obvious paths and that meet the 6 Is concept
* Must model a positive, solution-based approach and be flexible and open to change.
* Be able to work autonomously, while thrivin g in a team environment
* Must be able to maintain confidentiality

Working Conditions:

* Ability and willingness to work extended workdays and possible weekends
* Accessibility during core business hours
* Travel expectations - potential of 20% annually
* Frequent use of a computer and other office equipment
* Ability to lift 20 lbs.
* Frequent seating, standing, and walking

The above statements are intended to describe the general nature and level of the work being performed by individuals assigned to this job. These are not an exhaustive list of all the duties and responsibilities associated with the role.

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer.

About Direct Travel

Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees.Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our clients and deliver innovative solutions.Direct Travel is one of the most respected Travel Management Companies in the industry providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service toeveryclient.

Additionally,Direct Travel offers full-service performance improvement solutions, including meeting and event management, group incentive travel and individual recognition solutions through its wholly owned subsidiary Creative Group, Inc.An industry leader, Creative Group has been honored with the CMI 25 Award, which recognizes the top 25 most influential meeting and incentive management companies in the US each year since the award's inception in 2007.The company is headquartered inSchaumburg, Illinoisand maintains offices in Detroit, Appleton, San Francisco and Toronto. For more information about Creative Group, please

Together we will help our clients Navigate Their Way and Create Truly Moving Experiences.For more information, us onTwitter,YouTubeandLinkedIn.

Keywords: MacNair Travel Management, Medford , Sr. Program Manager- Remote, Executive , Myrtle Point, Oregon

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