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Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the CSM serves as the liaison between us and the customer - facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within our company. Job Responsibilities In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction. Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators. Ensure customers adopt best practices for both running their digital program and in using our platform. Aid customer teams in exposing program value to their organization Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences. Drive accountability for deliverables internally and among customer and partner teams. Assess and provide perspective on customer challenges related to technical implementation, marketing strategy and building a culture of harmonizing, understanding, and acting on digital data. Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services. Coordinate appropriate resources for each meeting to obtain the desired outcome. Identify and develop opportunities for new usage of our product across organizational functions and business units. Educate and advise on potential use cases for new or unused features of our platform. Manage account issues and escalations. Maintain your own current functional knowledge and technical knowledge of our platform. Collaborate with services to produce and implement solutions to customer challenges. Collect product feedback and advocate for customer needs within the company. Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise. Knowledge and Experience 3+ years of experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company. Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention. Familiarity working with clients of all sizes, especially B2C mid-market and enterprise retail organizations. Experience working with web or mobile app product and development teams. Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies. Project and stakeholder management experience & skills. Education Bachelors degree and preferably further professional training in direct marketing a plus

About the role The role requires an individual who is looking to work on one of the newest and most exciting sporting event series. The Sport division is a strong focus for CTM, with support from the wider business to encourage growth within the sector. The culture of the organisation is dynamic and committed to implementing new ideas from within that will benefit our loyal client base. This role will require a person that embraces the challenge of working within a competitive industry. A determined and enthusiastic person will in turn receive positive support and encouragement form everyone within the organisation to successfully grow the business. What you will be doing This role will be working on one specific major sporting event series, it provides exposure in all aspects of the delivery, you will work well under pressure and have meticulous attention to detail. You will love everything about operations, bringing an incredible work ethic, and enjoy the planning and delivery of a successful sporting event. You'll be juggling spreadsheets, rooming lists, and flight manifests whilst equally feeling comfortable talking to clients. Just as comfortable working with a team and using our systems as you are working individually with your own tasks and responsibilities. You'll also be happy working with suppliers old and new, and comfortable that a focus on profitability is in everything you do. The role will be high energy, engaging and fast paced. There will be plenty of customer interaction, where in person, over the phone or by email, delivering excellent customer service is what you will strive for. Reporting to the Project Director, these are some of the items you can expect to be doing and responsible for: • Contact suitable hotels within each location that meet the clients' requirements, standards and RFP needs. • Negotiate hotel rates at each location. • Provide full proposals for each location, outlining each hotel's offering, services and financials. • Contract negotiation. • Ensure all hotel contracts includes the required legal clauses language. • Manage all finance aspects of the contract, once signed. • Manage travel and rooming lists through CTM Sport's chosen software. • Track all amendments, cancellations and additions. • Create various reports for the client. • Finalise MASTER and IPO accounts. • Reconcile all events within the agreed timeframe. • Some overseas travel will be required. • This is not a 9-5 job. Given most of our operations take place outside of office hours, there is a need to flexibly support outside of office hours and weekends Skills and Experience Required • 3-5 years experience in the event/sport management industry. • Strong organisation skills. • Strong Microsoft Office skills, particularly in Excel. • SharePoint experience. • Events Air experience preferred. • Experience is manging high profile events, including managing several hotels during the same event. • Previous event onsite and face-to-face client interaction required. What we're looking for On top of all your organisational and communication talents, you'll be a great, fun person to work with. We are a positive and friendly team made up of people who support each other, and we are looking to add to our already fantastic team dynamic. You'll have: • A positive outlook and can-do attitude. • Strong attention to detail and accuracy in your work. • The ability to prioritise your workload and take direction to meet deadlines. • A passion for working as part of a team. • Great interpersonal skills for communicating with clients and colleagues via phone and email. • The ability to keep calm under pressure. • An unwavering commitment to the task. • The ability to identify and create profit opportunities. • High level of discretion. Why CTM? Reward & Recognition CTM's annual reward and recognition programme, CTM All Star Awards, takes our peer voted 'All Stars' on an incentive trip to destinations all around the world. Previous trips have included: Los Angeles, Hong Kong, Paris, Abu Dhabi, Queenstown, and Dallas. As part of a strong and stable company, CTM will support you in your career development plans with a very strong history of promoting from within. CTM's High-Performance (HiPo) programme has excelled the professional development of many CTM Leaders. Employee Wellbeing and Flexibility The physical health and mental wellbeing of our CTM employees is something we take very seriously. To promote these amongst our teams, CTM provides each employee with access to a well know wellbeing platform, free independent advice across a range of topics, ability to increase annual leave and more. Sustainability Focus CTM is committed to a range of initiatives that enable a socially responsible, long-term and sustainable mindset within CTM. Underpinned by our four Sustainability Pillars; Principles of Governance, People, Planet, and Prosperity, CTM's Sustainability Strategy identifies material issues and outlines initiatives to achieve this. Some initiatives include: Annual Volunteer Day Leave to support a charity/cause of your choice Offsetting all CTM employees' travel Partnership with South Pole - supporting sustainable community projects (local & global) Paperless office initiatives & recycling options If you're considering a career in travel, or a return to the travel industry, CTM is your number one choice. Your career in corporate travel is ready for take-off. Get on board today. CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements. CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled. All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner's Office. Our Data Protection Officer may be contacted at .

Job Description At Boeing, we innovate and collaborate to make the world a better place. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us. Location: RAAF Base Edinburgh Category: Leadership Roles Position Type: Permanent Job Reference: BOE/A No File Attached Share This: The Opportunity Boeing Defence Australia (BDA) provides Sustainment Support for the Royal Australian Air Force (RAAF) fleet of P-8A Poseidon aircraft. We are currently seeking an experienced Senior Project Manager (Change Manager) to join the team. As a key member of the P-8A Program leadership team, this role is integral to the successful delivery of P-8A change services delivered to the customer. Responsible for leading change and project management disciplines through the management of both technical and programmatic changes to ensure the optimal delivery and achievement of program goals in support of the RAAF P-8A Poseidon fleet. This role will be required to lead a highly effective team managing a portfolio of complex projects through the entire lifecycle. The Senior Project Manager will lead a team that performs three key services: Baseline Management - Defining the current state Project Management - Managing changes Platform Steward - Strategic decision support Importantly, the Senior Project Manager role will also lead a change management process that will oversee both acquisition and sustainment projects. The successful applicant will be required to have extensive project management knowledge and understand what is required to execute and deliver successful projects. The Senior Project Manager will pose a high level of communication and negotiation skills to facilitate open interaction between the customer, customer support teams, and key internal and external stakeholders. The Senior Project Manager will be required to develop and execute integrated programmatic plans, policies and procedures as well as providing input on programmatic business and technical strategies, goals, objectives. This senior management role will provide oversight and approval of change approaches, products and processes, managing, developing and motivating employees and front-line managers. This role offers an exciting opportunity that will be critical in managing an integrated set of baselines across the Weapon System to optimise resource availability through a repeatable and transparent change process. We encourage movement within the organisation; our aim is to nurture our existing employees and help them reach their full potential. JOIN OUR WINNING TEAM! Key skills and attributes will include a range of the following: The P-8A Program vision is the delivery of P-8A capability through a best for Defence culture in everything we do. In support of this vision, the program must work toward meeting the following four objectives: Mature Platform Steward behaviours via a deliberate strategy, Focus on what's important to the P-8A Capability, Ensure business discipline to support effective Platform Stewardship, and Deliver on our commitments to our people and our customer. The role requires strong leadership skills and effective management techniques to ensure that the co-ordination and prioritisation of program requirements are consistently met. The following functional competencies are important to this role: Skills and ability to collect, organize, synthesize, and analyze data; summarize findings; develop conclusions and recommendations from appropriate data sources. Develops and uses collaborative relationships within and outside the organization to facilitate the accomplishment of work goals. Builds rapport and trust among stakeholders and leverages the organization's dynamics to promote program goals by focusing on a shared vision. Knowledgeable of how the business and organization operates; knowledgeable of policies, practices, trends, and information affecting the business and organization; understands the competition and the marketplace. Understands how to accomplish tasks through formal channels and informal network; understands the cultures of organizations. Applies this information in a way that contributes to the organizations strategic plan and bottom line. Processes information by evaluating statements or propositions for their validity, using inductive and deductive reasoning. Detects logical fallacies in arguments. The ability to achieve desired outcomes on projects, on-time and within budget. Ability to define the project, design and plan the project, and manage the project team. Ability to control and deliver project deliverables, project accounting and appraisal, and optimize the contribution of the people involved. Obtains information and identifies key issues and relationships relevant to achieving a long-range goal or vision; commits to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values. The following technical competencies are important to this role: Knowledge of Boeing's organizations, processes, program plans, policies and procedures, and products required to effectively perform functional responsibilities of the occupation. Knowledge of organizational development dynamics/principles (e.g. mitigate resistance to change, whole systems thinking and design, organization design and effectiveness). Knowledge of Project Management theory, concepts and principles (e.g. theory of constraints, critical path methodology, project risk management, triple constraints, project scope management, project management lifecycle etc.) contained in the Project Management Body of Knowledge (PMBOK R Guide). Knowledge of project planning principles and techniques to achieve desired outcomes on budget and on plan. Ability to define, design and plan projects, achieve project deliverables, and optimize the contributions of internal and external resources. Ability to support, lead, and delegate the project team's responsibilities and tasks through all stages of the project life cycle. Applicants must be an Australian Citizen and hold, or have ability to obtain, an Australian Defence security clearance. What's on offer? Boeing's success depends on developing and retaining top talent by creating an inclusive work environment where every teammate can perform at their best. Our teammates are guided by a set of values and behaviours that define how we work together to fulfill the company's mission to protect, connect and explore our world and beyond: Safety & Quality: We prioritize safety and quality at every step, and take responsibility for our important mission: Trust: Become part of a team that builds lasting trust through integrity, transparency, and a commitment to customer priorities. People Focus: Experience a supportive culture where collaboration and respect empower us to achieve our shared mission together. Ownership: Embrace accountability and take pride in your work as we strive for excellence in delivering outstanding products and services. Innovation: Transform challenges into opportunities with your curiosity and creativity as we shape the future of aerospace. If you are ready to take your career to new heights, we want to hear from you! To be successful you will have: At least 6-8 years of experience and demonstrated skills in managing projects to successful and timely completion, preferably within the Defence aviation environment. Formal tertiary qualifications in a STEM, Business or Management field, (project management experience may be substituted for tertiary education at the rate of no less than one year of experience for one year of education). Demonstrated leadership qualities and ability to exert influence at multiple organisational levels. High level communication (written and oral) and negotiation skills to facilitate open interaction between customer support teams and key internal and external stakeholders; Demonstrated experience in building successful relationships with a broad range of stakeholders. Understanding of airworthiness standards and the ADF's Technical Airworthiness Management system; Working exceptionally well in a team environment with outstanding interpersonal skills; Self-starter with initiative and problem-solving skills; Equal Opportunity Employer: We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law. We have teams in more than 65 countries, and each person plays a role in helping us become one of the world's most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process . click apply for full job details

We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. It encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions. You will be based in our Redhill office and work on a hybrid basis. We work a 35-hour week, Monday to Friday, 9am - 5pm. Key Responsibilities: Customer Insight Management: Produce and analyze Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience with AXA Partners UK. Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction. Complaint Management: Oversee the management of customer complaints, ensuring they are handled efficiently and within regulatory frameworks. Organize and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders. Quality Assessment: Perform comprehensive quality assessments to ensure that service standards are consistently maintained. Implement quality control measures and develop improvement plans based on assessment results. Decision Authority: Act as the ultimate authority in decision-making regarding appropriate servicing solutions and adherence to product terms and conditions. Collaborate with various departments to ensure customer service strategies align with organizational goals and regulatory obligations. Individual responsibilities/tasks/Key Result areas Customer Insight Management: Gather, analyze, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics. Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement. Establish benchmarks for customer experience by comparing AXA Partners UK's performance against industry standards and competitors. Complaint management : Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with our AXA Partners policy, procedures and FCA regulations. Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction. Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches. Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence. Own the root cause analysis process and create transparency across the business. Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement. Work closely with the other functions, making sure that the relevant data and insights are shared in a timely manner across the organisation. Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics. Quality Assessment: Conducting Quality Assessments by evaluate services and processes to ensure they meet established quality standards and identify areas for enhancement. Identifying Improvement Opportunities: Analyze assessment results to pinpoint specific areas where quality can be improved, developing actionable recommendations. Implementing Quality Improvement Initiatives: Lead and execute initiatives aimed at enhancing quality, including recommendations on process redesigns and promote best practice adoption. Monitoring Progress: Track the effectiveness of quality improvement initiatives through regular follow-up assessments and adjustments based on performance data. Share and forster for Development: Provide awareness to staff on quality improvement methodologies and tools to foster a culture of continuous improvement. Design Authority Decision-Making Authority: Serve as the final authority on servicing solutions, ensuring decisions comply with product terms and conditions while addressing client needs effectively. Policy Adherence: Review and ensure adherence to product terms and conditions in all servicing decisions, minimizing risk and maintaining compliance with internal policies. Cross-Department Collaboration: Work collaboratively with departments such as sales, compliance, and operations to align customer service strategies with organizational objectives and regulatory requirements. Customer Service Strategy Development: Contribute to the development and refinement of customer service strategies, ensuring they are effective, efficient, and compliant with applicable regulations. Performance Monitoring: together with the insight team report on the effectiveness of servicing solutions and strategies, making adjustments as necessary to improve customer satisfaction and operational efficiency. Your Profile Demonstrable commercial acumen and experience, mainly within a B2B environment Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Excellent understanding of Financial services and the full regulatory environment Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change Proven ability to collaborate across multi-disciplinary teams Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure Successful experience in developing and retaining critical talent and building an effective team Ideally experience of managing and working in Risk/compliance or operational resilience Experience of operating at an executive level in a multinational, complex organisation Experience of building a team, leading and improving an organisation's capability High level of drive and motivation to ensure successful delivery of complex initiatives and support drive change across the business Experience preparing and presenting business reviews and strategic information at an executive level About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. About the Entity AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.