Head of Support (Corporate Travel Management)

Roundtrip is seeking a highly motivated and results-driven individual to join our team as a Head of CTM Support. As part of Emerging Travel Group, a global travel-tech company whose brands have been operating in over 220 source markets since 2010, Roundtrip helps corporate customers organize business trips.Job ResponsibilitiesDevelop and lead a comprehensive service strategy for the CTM segment, aligned with the department's structure and business goalsAct as a change agent, driving improvements in partner support models within a matrixed organizational environmentDefine and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfactionConduct competitive analysis and benchmark CTM service offerings against industry standards and best practicesAnalyze operational workflows and evaluate them for alignment with commercial needs and service quality standardsUnderstand CTM partners' pain points to implement improvements that balance customer needs with operational efficiencyCollaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricityMaintain regular communication with CTM partners on operational matters, including deal processing and client managementServe as the primary liaison between operational teams and CTM business stakeholdersFacilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and metWork alongside Operational leaders to build team structures that effectively support the CTM business lineParticipate in or lead restructuring and process improvement initiatives, ensuring efficient service deliverySupport team leads in performance management, ensuring service teams meet expectations and quality standardsRequirementsProven experience in service operations or customer experience leadership within the travel industryDemonstrated track record of strategic transformation, including defining and implementing service improvement initiativesExperience working in matrix or cross-functional environments is strongly preferredAbility to work with data: interpret dashboards, build presentations, and make data-driven decisionsStrong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI toolsKnowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize themStrong leadership skills with experience managing or influencing large teamsLeverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirementsLanguage knowledge. Fluent EnglishBenefitsFlexible schedules and opportunity to work remotelyAmbitious and supportive team who love what they do, appreciate each other, and grow togetherInternal programs for adaptation and training, development of soft skills, and leadership abilitiesPartial compensation for participating in external training and conferencesCorporate English school: Group and individual lessons, speaking clubs with colleagues from all over the worldCorporate prices on hotels and travel servicesMyTime Day Off - an extra non-working day without loss of compensationLearn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice