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- Tasks: Lead the development and support of online/mobile booking systems for customers.
- Company: Clyde Travel Management has over 30 years of experience in the energy and shipping sectors.
- Benefits: Enjoy hybrid working, private healthcare, and the option to purchase extra annual leave.
- Why this job: Gain hands-on experience in a dynamic role while contributing to digitalisation strategies.
- Qualifications: SVQ/National Diploma preferred; experience with Cytric or Atriis is essential.
- Other info: Flexible work arrangements promote a healthy work-life balance.
The predicted salary is between 36000 - 60000 ÂŁ per year.
The purpose of the Online Product & Implementation Lead is to develop and support our online/mobile customer booking systems. You will perform lead activities during the sales cycle by onboarding new customers to our online/mobile booking systems, and also to our offline agent booking technologies. Your contributions will feature heavily in our Clyde Travel digitalisation strategies by increasing customer, product, and supplier adoptions of our online booking platforms.
The varied remit of this role makes it a hot spot for personal development as you will gain a deep understanding of how the business operates by seeing the full booking life-cycle first-hand, directly interacting with our customers. The role also offers the opportunity for Hybrid working, dependent on commercial demands.
Closing Date: Application for this position will be accepted until Friday 23rd May, 2025.
About Clyde: As a service provider to the dynamic and vast energy and shipping sectors for over 30 years – and part of one of the largest family-owned companies in Sweden – Clyde Travel Management has a solid and stable platform upon which our employees can achieve their professional ambitions. Our unwavering commitment to integrity and ethical business practices instils trust in our clients and creates a positive and ethical work environment for our employees.
We genuinely prioritise the well-being and growth of our employees, provide comprehensive private healthcare coverage to foster a culture of support, and work hard to make our employees feel valued and cared for in their roles. We place emphasis on delivering exceptional customer satisfaction and service over sales targets. This approach allows our Travel Consultants to focus on building meaningful relationships with clients, providing personalised travel experiences and ensuring their needs are met with diligence and care.
Moreover, the Company offers attractive perks such as hybrid working arrangements, private healthcare, and the option to purchase additional annual leave. This flexibility enables employees to achieve a healthier work-life balance, accommodating personal commitments and preferences while still excelling in their roles.
Key Responsibilities:
- Lead agency administrator for Cytric and Atriis online/mobile booking systems
- Supporting customer online setups in multiple countries and currencies
- Providing 2nd level online support with escalations for Clyde Travel online system queries
- Reviewing new online booking features and implement to enhance customer experience
- Managing product integrations with other systems (SSO, API, Expense, Teams, other)
- 2nd level support for Radius Travel Concur and customer owned Amadeus Cytric systems
- Booking channel management and workflows
- Further increasing efficiencies for online transactions using Compleat PNR automation
- Adding new content, suppliers, and services to our online/mobile product offerings
- Documenting online processes and creating consistency in workflows
- Supporting NDC workflows and queries for online/mobile products
- Supporting our Sales and Account Management team with online product enquiries
- Implementing new customers across online booking systems and agency systems
- Providing customer training and documentation for our online/mobile products
- Creating external and internal customer documentation for online products
Supporting Responsibilities:
- Collaborating with colleagues on our Evolvi, Trainline & Silverrail rail systems
- Supporting the technical team colleagues with Clyde Travel’s proprietary system, Consort
- Working with colleagues with GDS smart-flow updates for online customers
Candidate Requirements:
- SVQ / National Diploma/Certificate in a business discipline preferred, minimum sound Higher Education
- Substantial experience using Cytric or Atriis within a TMC
- Amadeus GDS preferred, Galileo and Sabre knowledge welcomed
- Previous experience implementing customers onto Cytric or Atriis booking systems
- Demonstrable project management skills and methodology understanding
- Knowledge of PCI compliance and working with virtual cards and customer credit cards
- Good understanding of GDPR and working with protected personal data
- Having an advanced knowledge of booking finishing, approvals, and system features
- Previous experience working in a technical support/corporate reservations
- An “automation first” mindset to removing manual work and tasks
- Understanding of travel market nuances and experience working with multiple invoicing currencies
- Passionate about good customer service and experience
- A love for solving technical or workflow problems
- Comfortable working independently or collaborating with colleagues
- Good/advanced knowledge of MS Office/365 products
- Experience of dealing with BSP/ARC will greatly benefit the job holder
- Previous experience supporting other travel technology products
- Previous experience working within the Marine or Energy travel industry
- Having worked to ISO9001 process standards within travel
- Previous experience using support software such as Freshdesk/Service
- Knowledge and usage of project management software such as Monday.com
- Previous experience using process mapping software such as Nintex Promap
Online Product & Implementation Lead employer: Clyde Travel Ltd
Contact Detail:
Clyde Travel Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Product & Implementation Lead
✨Tip Number 1
Familiarise yourself with the Cytric and Atriis booking systems, as these are crucial for the role. Consider taking online courses or tutorials to deepen your understanding of these platforms, which will help you stand out during interviews.
✨Tip Number 2
Network with professionals in the travel technology sector, especially those who have experience with online booking systems. Engaging in relevant forums or LinkedIn groups can provide insights and connections that may lead to opportunities at Clyde Travel.
✨Tip Number 3
Showcase your project management skills by discussing any relevant experiences where you've successfully implemented new systems or processes. Be prepared to share specific examples that demonstrate your ability to manage multiple tasks effectively.
✨Tip Number 4
Highlight your customer service experience, particularly in technical support roles. Prepare to discuss how you've resolved customer issues in the past, as this will be key in demonstrating your fit for the Online Product & Implementation Lead position.
We think you need these skills to ace Online Product & Implementation Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience with online booking systems, particularly Cytric and Atriis. Emphasise any project management skills and technical support experience that aligns with the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the travel market. Mention specific examples of how you've successfully implemented booking systems or improved customer experiences in previous roles.
Showcase Technical Skills: Clearly outline your technical skills related to the role, such as knowledge of GDS systems (Amadeus, Galileo, Sabre) and experience with project management software. This will demonstrate your capability to handle the technical aspects of the position.
Highlight Problem-Solving Abilities: Provide examples in your application of how you've solved technical or workflow problems in past roles. This is crucial for a position that requires an 'automation first' mindset and the ability to work independently or collaboratively.
How to prepare for a job interview at Clyde Travel Ltd
✨Understand the Booking Systems
Make sure you have a solid grasp of Cytric and Atriis, as well as any other booking systems mentioned in the job description. Be prepared to discuss your previous experiences with these systems and how you've successfully implemented them for customers.
✨Showcase Your Project Management Skills
Since this role involves managing multiple projects, be ready to share specific examples of your project management experience. Highlight your methodology understanding and how you've successfully led projects in the past, especially in a technical support or corporate reservations context.
✨Demonstrate Customer Service Passion
Clyde Travel values exceptional customer service, so be prepared to discuss how you've gone above and beyond for clients in previous roles. Share anecdotes that showcase your commitment to building meaningful relationships and providing personalised experiences.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of PCI compliance, GDPR, and any relevant travel market nuances. Be ready to answer questions about how you've solved technical problems in the past and your approach to workflow automation.
