Event Air Designer

Event Air Designer

The Event Air Designer is responsible for strategically managing a portfolio of CTM M  group air clients with a keen focus on customer engagement, growth & profitability, exceptional service, and ROI. Accounts include CTM M  North America and global business with varying program size and complexity. Programs include stand‑alone events and/or as a component of full event management. This position serves as the liaison between the meeting owner and CTM centralized group air services to ensure successful event travel programs.

Standard M‑F business hours and after hours including weekends and holidays at certain times of the year

• Facilitate comprehensive discovery calls, with internal and external stakeholders, for each program to understand the program to understand the program goals and objectives. Communicate best service recommendations to successfully execute the program based on information obtained about the project. Anticipate issues and outcomes.
• Manage relationships and expectations with clients and meeting owners, including executive level stakeholders expecting a higher level of professionalism and industry acumen.
• Meet and strive to exceed program goals and objectives, timelines, and deadlines.
• Maintain and cultivate client relationships to ensure retention of repeat business and growth of new opportunities or services.
• Conduct business reviews virtually, or in‑person, according to mutually agreed upon cadence with customers and following CTM guidelines.
• Provide updates to clients to include SLA performance, program metrics, etc. as outlined in the SOW.
• Responsible for a complete understanding of contract terms and determining when adjustments are needed to service offering or pricing; manage creep of scope.
• Lead contract renewal efforts and renegotiations. Prepare service agreements, QFS (quote for services), and PCN's (project change notice) as needed.
• Liaise amongst all global CTM regions resulting in a successful global group booking experience and all corresponding reports.
• Follow up on account deliverables and provide a timely response to requests.
• Work closely with Leadership to identify account specific best practices and process efficiency opportunities to challenge the status quo.
• Ensure Dynamics is updated frequently including accounts, contacts, opportunities, orders, etc. and all relevant fields are complete and current.
• Group Track set-up and client training to self‑service reports.
• Represent CTM M  in business development presentations, CTM account management and implementation opportunities upon request.
• Stay abreast of industry events and make recommendations for enhancing our service offerings accordingly.
• Group air program management and oversight.
• Provide airfare and/or lift analysis for budgeting purposes, in conjunction with the centralized group air services team.
• Recommend and negotiate meeting contracts. Communicate and manage all aspects of contracts including terms, due dates, cost savings and concessions. Collaborate with Air Planner on blocked space contracts.
• Ensure proper client reporting requirements (i.e. UDID's) are communicated to the centralized group air services team for reporting purposes and duty of care.
• Create event‑specific profiles in the GDS and CTM Advisor as needed.
• Provide program‑specific training to Group Air Advisors.
• Unused ticket management and reporting via Banx.
• Communicate client's duty of care policy to centralized group air services team, if applicable.
• Responsible for quickly resolving customer service situations and mitigating financial payout. Escalate to management as needed.
• Travel on‑site with programs or provide off‑site/flight monitoring services as mutually agreed upon by client and CTM.
• Domestic and/or international travel may be required for this position.
• Provide accurate post‑program review to include ROI, contract performance and financial/budget analysis.
• Collaborate with internal team members including Travel Quote site builders, finance, etc. for the overall success and accuracy of the program.
• Review and approve final invoicing before finance sends to client.
• Demonstrate…