Online Product & Implementation Lead
Online Product & Implementation Lead
Summary
Location(s)
Glasgow or Aberdeen
Overview
The purpose of the Online Product & Implementation Lead is to develop and support our online/mobile customer booking systems.
You will perform lead activities during the sales cycle by onboarding new customers to our online/mobile booking systems, and also to our offline agent booking technologies. Your contributions will feature heavily in our Clyde Travel digitalisation strategies by increasing customer, product, and supplier adoptions of our online booking platforms.
The varied remit of this role makes it a hot spot for personal development as you will gain a deep understanding of how the business operates by seeing the full booking life-cycle first-hand, directly interacting with our customers.
The role also offers the opportunity for Hybrid working, dependent on commercial demands.
Closing Date
Application for this position will be accepted until Friday 23rd May, 2025
About Clyde
As a service provider to the dynamic and vast energy and shipping sectors for over 30 years – and part of one of the largest family-owned companies in Sweden – Clyde Travel Management has a solid and stable platform upon which our employees can achieve their professional ambitions.
Our unwavering commitment to integrity and ethical business practices instils trust in our clients and creates a positive and ethical work environment for our employees.
We genuinely prioritise the well-being and growth of our employees, provide comprehensive private healthcare coverage to foster a culture of support, and work hard to make our employees feel valued and cared for in their roles.
We place emphasis on delivering exceptional customer satisfaction and service over sales targets. This approach allows our Travel Consultants to focus on building meaningful relationships with clients, providing personalised travel experiences and ensuring their needs are met with diligence and care.
Moreover, the Company offers attractive perks such as hybrid working arrangements, private healthcare, and the option to purchase additional annual leave. This flexibility enables employees to achieve a healthier work-life balance, accommodating personal commitments and preferences while still excelling in their roles.
Join us on the journey.
Key Responsibilities
Online Customer facing product manager:
- Lead agency administrator for Cytric and Atriis online/mobile booking systems
- Supporting customer online setups in multiple countries and currencies
- Providing 2nd level online support with escalations for Clyde Travel online system queries
- Reviewing new online booking features and implement to enhance customer experience
- Managing product integrations with other systems (SSO, API, Expense, Teams, other)
- 2nd level support for Radius Travel Concur and customer owned Amadeus Cytric systems
Booking channel management and workflows:
- Further increasing efficiencies for online transactions using Compleat PNR automation
- Adding new content, suppliers, and services to our online/mobile product offerings
- Documenting online processes and creating consistency in workflows
- Supporting NDC workflows and queries for online/mobile products
Customer Implementations lead:
- Supporting our Sales and Account Management team with online product enquiries
- Implementing new customers across online booking systems an agency systems
- Providing customer training and documentation for our online/mobile products
- Creating external and internal customer documentation for online products
Supporting Responsibilities:
- Collaborating with colleagues on our Evolvi, Trainline & Silverrail rail systems
- Supporting the technical team colleagues with Clyde Travel’s proprietary system, Consort
- Working with colleagues with GDS smart-flow updates for online customers
Candidate Requirements
- SVQ / National Diploma/Certificate in a business discipline preferred, minimum sound Higher Education
- Substantial experience using Cytric or Atriis within a TMC
- Amadeus GDS preferred, Galileo and Sabre knowledge welcomed
- Previous experience implementing customers onto Cytric or Atriis booking systems
- Demonstrable project management skills and methodology understanding
- Knowledge of PCI compliance and working with virtual cards and customer credit cards
- Good understanding of GDPR and working with protected personal data
- Having an advanced knowledge of booking finishing, approvals, and system features
- Previous experience working in a technical support/corporate reservations
- An “automation first” mindset to removing manual work and tasks
- Understanding of travel market nuances and experience working with multiple invoicing currencies
- Passionate about good customer service and experience
- A love for solving technical or workflow problems
- Comfortable working independently or collaborating with colleagues
- Excellent communication skills
- Good/advanced knowledge of MS Office/365 products
- Experience of dealing with BSP/ARC will greatly benefit the job holder
- Previous experience supporting other travel technology products
- Previous experience working within the Marine or Energy travel industry
- Having worked to ISO9001 process standards within travel
- Previous experience using support software such as Freshdesk/Service
- Knowledge and usage of project management software such as Monday.com
- Previous experience using process mapping software such as Nintex Promap