Virtuoso
  • 11-Feb-2021 to Until Filled (PST)
  • Fort Worth, TX, USA
  • Full Time

Position Summary: This position is responsible for managing new member and supplier relationships, providing operational support and streamlining onboarding of new global members across regions. Define strategies for maximizing customer experience within various cultures and regions around the world, including EMEA, APAC, and North America. Partner with other Operations Managers to manage contracts and agreements, ensuring adherence to customer requirements.


Primary Duties & Responsibilities include the following. Other duties may be assigned.

  1. Provide operational support for the Member and Supplier Relationships teams.
  2. Send and review new and current member and supplier agreements.
  3. Prepare and review prospective network membership documentation.
  4. Onboard new members and suppliers leveraging internal systems and processes.
  5. Termination processes and documentation.
  6. Resolve customer-service related escalations between members and suppliers, including service issues, past due commissions, response times, and contractual compliance. Escalate unresolved issues to appropriate internal channels.
  7. Departmental liaison contact for Virtuoso Member Agencies and Virtuoso Suppliers regarding general program details.
  8. Track global travel crisis/disaster updates and manage related communications to Virtuoso Member Agencies; collaborate with Corporate Communications Team.
  9. Work closely with technology team and third-party data aggregators to ensure data is loaded and appearing appropriately in Virtuoso.com.
  10. Maintain departmental news items and program highlights and updates departmental databases with contact changes and company name changes.
  11. Assist in the implementation of new product/business initiatives.

Requirements

  • Bachelor's degree
  • 2-4 years of related work experience

Skills, Abilities, Experience

  • Proficient in Microsoft Office Suite
  • Proficient in CRM toolsets (Dynamics/Zoho)
  • Manage contracts and agreements
  • Streamlining Onboarding processes
  • Relationship Management
  • Define strategies for maximizing customer experience within various cultures and regions around the world
  • Cross-Functional Collaboration
  • Able to lead people and/or projects
  • Able to collect and analyze information, problem solve, and make decisions
  • Strong skills in inspiring the win-win-win
  • Able to work independently

Travel Requirements

  • Travel is rarely required for this position. (0-1 trips per year)
  • Travel will be entirely domestic.

Type & Nature of Contacts

  • Internal: Key job contacts are primarily with clerical and technical personnel and manager-level staff outside of the job's immediate work unit/department
  • External: Daily contact with Agency Owners and Managers, all Agency Staff (IC's, Hourly Employees, Marketing Contacts, Office Managers, etc.) and all Virtuoso Partners (C-Level, BDMs, Operations personnel, Accounting Department, etc.)

Physical/Mental Demands

  • Irregular Work Hours Working with the China, APAC and EMEA Region on deadlines requires late nights/early mornings on the occasion to receive a response the same business day.
  • This position often requires long, uninterrupted periods of intense concentration while sitting. Urgent project needs may arise, and this position will need to rapidly adjust their projects they are managing to meet the immediate needs of the Department.

We offer a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

Virtuoso
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