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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 in the energy and shipping sectors, prioritising integrity and employee growth.
- 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 and customer satisfaction.
- Qualifications: SVQ/National Diploma in business preferred; experience with Cytric or Atriis is essential.
- Other info: Flexible working arrangements promote a healthy work-life balance.
The predicted salary is between 36000 - 60000 £ 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.
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 enhance your understanding of these platforms, which will help you stand out during the interview process.
✨Tip Number 2
Showcase your project management skills by preparing examples of past projects where you've successfully implemented new systems or processes. Be ready to discuss how you managed timelines, resources, and stakeholder communication.
✨Tip Number 3
Demonstrate your customer service passion by preparing anecdotes that highlight your experience in resolving customer issues or enhancing their experience. This will resonate well with Clyde's commitment to exceptional service.
✨Tip Number 4
Research the travel market nuances and be prepared to discuss how different invoicing currencies can impact customer interactions. Showing your knowledge in this area will reflect your readiness for the role.
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/mobile booking systems, particularly Cytric and Atriis. Emphasise any project management skills and your understanding of the travel market.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention specific examples of how you've successfully onboarded customers or improved processes in previous roles.
Showcase Technical Skills: Detail your technical skills related to GDS systems, PCI compliance, and GDPR knowledge. Highlight any experience with support software and project management tools that align with the job requirements.
Demonstrate Cultural Fit: Research Clyde Travel Management's values and culture. In your application, reflect on how your personal values align with their commitment to integrity, employee well-being, and exceptional customer satisfaction.
How to prepare for a job interview at Clyde Travel Ltd
✨Showcase Your Technical Knowledge
Make sure to highlight your experience with Cytric or Atriis booking systems during the interview. Be prepared to discuss specific projects where you implemented these systems and how you overcame any challenges.
✨Demonstrate Customer Service Skills
Since the role emphasises exceptional customer satisfaction, share examples of how you've provided outstanding service in previous positions. Discuss how you build relationships with clients and ensure their needs are met.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you approach technical or workflow problems. Prepare a few examples that showcase your 'automation first' mindset and how you've successfully streamlined processes in the past.
✨Understand the Company Culture
Familiarise yourself with Clyde Travel's commitment to integrity and employee well-being. Be ready to discuss how your values align with theirs and how you can contribute to a positive work environment.
