Key Responsibilities

Online Customer facing product manager:

• 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

Customer Implementations lead:

• Supporting our Sales and Account Management team with online product enquiries
• Implementing new customers across online booking systems an 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
• Excellent communication skills
• 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

Closing date: 4th Apr 2025