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- Tasks: Lead strategic client engagements and drive hotel program success with data-driven insights.
- Company: Join BCD Travel, a global leader in smart business travel solutions.
- Benefits: Enjoy flexible working hours, generous vacation days, and a fair compensation package.
- Other info: Be part of a culture that values sustainability, diversity, and continuous improvement.
- Why this job: Make a real impact on hotel strategies while collaborating with diverse teams worldwide.
- Qualifications: Strong analytical skills and experience engaging with senior stakeholders.
The predicted salary is between 85000 - 100000 £ per year.
Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team. Be a senior leader within the team responsible for Stay, BCD’s comprehensive approach to category management, responsible for driving strategic, data driven hotel program outcomes for Stay clients and supporting BCD’s overall hotel growth objectives.
You will engage with clients at an executive and strategic level, helping them rethink hotel category management, elevate their program strategy, and translate insight into measurable results across the customer success lifecycle. You’ll lead high impact client activations and strategic engagements, acting as a trusted advisor on hotel strategy while partnering closely with Program Management, Sales, Advito, Product, Technology, Supplier Relations, and other internal teams. You’ll also play a key role in shaping and scaling BCD’s hotel strategy, sharing best practices and success stories across the organisation.
You will serve as an escalation point for complex client issues, influence internal stakeholders, and support revenue growth through improved hotel adoption, reduced leakage, and stronger program execution.
As a Director, Customer Success – Hotel Program Strategy, you will:
- Lead strategic customer engagement across assigned Stay clients, guiding them through all stages of the customer success management lifecycle.
- Act as a trusted advisor on hotel category management, including spend management, sourcing strategies, booking technologies, and traveller engagement.
- Lead client activations, workshops, and governance sessions focused on hotel insights, performance, and opportunity identification and provide recommendations tailored to individual customers.
- Partner with Program Management and internal teams to implement and optimise hotel technologies and solutions that deliver measurable value.
- Monitor, analyse, and interpret hotel performance data, identifying opportunities to improve outcomes and drive adoption.
- Ensure contractual commitments are met by all parties, proactively identifying risks and creating action plans where required.
- Support commercial growth by identifying opportunities to expand hotel adoption and revenue within existing client portfolios.
- Coordinate with resources from multiple departments on the development and delivery of hotel-related solutions including Product Planning, Marketing, Global Supplier Relations, Project management and technology support.
- Partner with Sales and Retention teams on renewals, expansions, and strategic client conversations.
- Contribute to broader Stay growth initiatives by sharing best practices, case studies, and voice of the customer insights.
- Act as a senior hotel subject matter expert internally and externally, supporting education, alignment, and continuous improvement across BCD.
- Act as a point of escalation for client risk, delivery challenges, and complex stakeholder situations.
- Coach, develop, and motivate team members through regular one to ones, feedback, and performance reviews.
- Support employee growth through development planning, training, and goal setting.
- Ensure company policies, processes, and values are consistently applied.
About You:
- You enjoy engaging with senior client stakeholders and influencing strategic direction.
- You’re a confident, credible advisor who helps clients think differently and drive meaningful change.
- You’re highly analytical and comfortable turning data into actionable insight and compelling narratives.
- You thrive in complex, matrixed, global environments and adapt well to shifting priorities.
- You’re passionate about continuous improvement and scaling what works.
- You communicate clearly and effectively across all levels of the organisation.
- You enjoy collaborating across functions to deliver shared outcomes.
What We Offer You:
- Flexible working hours and work-from-home or remote opportunities.
- Opportunities to grow your skillset and career.
- Generous vacation days so you can rest and recharge.
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools.
- Travel industry professional perks and discounts.
- An inclusive work environment where diversity is celebrated.
The salary range for candidates in applicable jurisdictions in the US for the position of Director, Customer Success, Hotel Program Strategy is between $109,000 and $126,000. The actual pay depends on your skills, qualifications, experience and geographical location.
Ready to join the journey? Apply now! We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply. We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively.
Director, Customer Success, Hotel program Strategy employer: BCD Travel
Contact Detail:
BCD Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Customer Success, Hotel program Strategy
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to be able to speak their language and show how you can contribute to their goals, especially in customer success and hotel strategy.
✨Tip Number 3
Practice your pitch! You need to be able to clearly articulate your experience and how it aligns with the role. We suggest rehearsing with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Director, Customer Success, Hotel program Strategy
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director, Customer Success role. Highlight your experience in hotel category management and how you've driven strategic outcomes in previous roles. We want to see how you can bring value to our team!
Showcase Your Analytical Skills: Since this role involves turning data into actionable insights, don’t forget to include examples of how you've used data to influence decisions or improve outcomes. We love candidates who can think critically and back it up with numbers!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can engage with senior stakeholders and influence change, so share your unique approach to client engagement and how you build relationships.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at BCD Travel
✨Know Your Stuff
Before the interview, dive deep into BCD's hotel program strategy and Stay's approach to category management. Familiarise yourself with their recent projects, successes, and challenges. This will not only show your genuine interest but also help you engage in meaningful conversations during the interview.
✨Showcase Your Analytical Skills
As a Director, you'll need to turn data into actionable insights. Prepare examples of how you've used data to drive decisions in previous roles. Be ready to discuss specific metrics or outcomes that demonstrate your ability to analyse performance data and identify opportunities for improvement.
✨Engage with Scenarios
Expect scenario-based questions that assess your problem-solving skills. Think about complex client situations you've faced and how you navigated them. Practising these scenarios can help you articulate your thought process and showcase your strategic thinking abilities.
✨Emphasise Collaboration
This role requires working closely with various teams. Highlight your experience in cross-functional collaboration and how you've successfully partnered with different departments to achieve shared goals. Be prepared to discuss how you foster teamwork and drive results through collaboration.