Head of Support (Corporate Travel Management) at Emerging Travel Group

Madrid, Community of Madrid, Spain -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Strategy Development, Change Agent, KPI Definition, Competitive Analysis, Operational Workflow Analysis, Pain Point Analysis, Process Optimization, Partner Communication, Cross-functional Collaboration, Team Structure Building, Performance Management, Strategic Transformation, Data Interpretation, Data-Driven Decisions, Leadership, Multi-cultural Experience

Industry

Travel Arrangements

Description

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 Responsibilities Develop and lead a comprehensive service strategy for the CTM segment, aligned with the department's structure and business goals. Act as a change agent, driving improvements in partner support models within a matrixed organizational environment. Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction. Conduct competitive analysis and benchmark CTM service offerings against industry standards and best practices. Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards. Understand CTM partners’ pain points to implement improvements that balance customer needs with operational efficiency. Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity. Maintain regular communication with CTM partners on operational matters, including deal processing and client management. Serve as the primary liaison between operational teams and CTM business stakeholders. Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met. Work alongside Operational leaders to build team structures that effectively support the CTM business line. Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery. Support team leads in performance management, ensuring service teams meet expectations and quality standards. Proven experience in service operations or customer experience leadership within the travel industry. Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives. Experience working in matrix or cross-functional environments is strongly preferred. Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions. Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools. Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them. Strong leadership skills with experience managing or influencing large teams. Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements. Language knowledge. Fluent English. Flexible schedules and opportunity to work remotely. Ambitious and supportive team who love what they do, appreciate each other, and grow together. Internal programs for adaptation and training, development of soft skills, and leadership abilities. Partial compensation for participating in external training and conferences. Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world. Corporate prices on hotels and travel services. MyTime Day Off - an extra non-working day without loss of compensation. Learn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice

Responsibilities

The role involves developing and leading a comprehensive service strategy for the Corporate Travel Management (CTM) segment, acting as a change agent to improve partner support models, and defining key performance indicators for service quality.