Senior Implementation Manager
I work with clients from the moment they say yes, shaping how their travel programme is built from day one. My team connects the detail across systems, people and process early, so everything works not just now, but as the programme grows.
What does the first stage of a programme really involve?
Taking a client from when they first say yes to working with Identity Travel right through to their first month booking travel, building their systems, profiles and preferences along the way.
Who do you work with most as things come together?
Travel bookers, Travel Managers and our internal teams. It’s about making sure everyone is aligned from the start.
What do people tend to rely on you for early on?
Thinking commercially, building trusted relationships and joining the dots for others.
What are you thinking about that clients don’t always see?
From my time as an Account Manager, I naturally think one or six months ahead. I want to make sure what we build during implementation will work long term and won’t create issues later for us or the client. Keeping things simple early makes ongoing management much easier.
When things are under pressure, what matters most?
Stay calm, keep communicating and make sure you can deliver what you are promising.
What could you talk about for hours?
History. I’m a bit of a geek.
