Director - Meetings & Events Customer Engagement job Austin Texas
Director - Meetings & Events Customer Engagement job Austin Texas
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Director - Meetings & Events Customer Engagement Job

Employer Name: SpiderID: 7969888
Location: Austin, Texas Date Posted: 9/17/2018
Wage: Negotiable Category: Travel Agent
Job Code: 1800043F

Job Description:

As an integral part of the CWT Meetings & Events team, the Director - Customer/ Team Engagement is responsible for the ongoing engagement, training, alignment, and onboarding of the global client dedicated team. This person will ensure alignment across the teams to key strategies and customer goals/objectives as well as setting the right foundation for all new staff during the onboarding process in order to deliver amazing service to each meeting owner. Ongoing alignment to key strategies and shifting customer objectives through the design and delivery of training to the global teams is also a critical responsibility.


  • Works closely with client leadership to design and develop strategic initiatives around people

  • Promotes and manages client's team incentive program

  • Identifying talent who will excel in the client incentive program

  • Strategic ownership of team engagement and alignment to key client strategies

- Ensure complete understanding of the scope of services and role of the central meetings team and align this with customer expectations
-Routinely evaluates opportunities for process improvement and efficiencies around core functionsa

Voice of the team - use feedback to create actionable tasks for program enhancements

  • Collaborates with regional leaders and teams to develop and administer engagement strategies to ensure the team is focused on service deliver

  • Collaboration with Global Operations Manager for mutual client success

  • Build and maintain strong relationships with all key account contacts both with the client and internally within CWT Meetings & Events


  • Develop a 1 - 3 year engagement and training plan aligned with program goals and objectives

  • Schedule and design virtual and/or in-person training to increase service levels and engagement of the team (this role will not always deliver the content)


  • Financial accountability to manage to proforma and contractual agreements such as bonus payouts, merit increases, etc.

  • Responsible for monthly invoices and forecast

Internal Responsibilities

  • Liaise with internal team resources to coordinate the strategic planning, client management, consulting deliverables, and innovative analytical roles for client delivery

-Leader of global council for client specific resources

-Bachelor's Degree

-Minimum of 3 years proven experience in a meetings and events

-Management experience

-Computer proficiency in Microsoft office suite, Mac/OS

-Meeting technology experience, specifically Cvent

-Ability to exercise independent judgement to take calculated risk based on business intelligenc

-Success in leading global teams and driving engagement

-Ability to successfully build relationships with key stakeholders across client and CWT leadership

-Strength in synthesizing disparate information and input to drive continuous improvement processes

-Team oriented, results driven, customer focused

-Solutions oriented

-Strong communication skills- both verbal and written

-Organized and detail oriented

-Flexibility to work under tight and ever-changing deadlines and prioritize multiple projects

-Ability to set priorities and work in fast paced, multi-project environment

-Financial Acumen

-Experience working with global or multi-national clients

-Excellent consultative, facilitation and presentation skills

-Ability and willingness to travel as required (Up to 30%)

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Carlson Wagonlit Travel Company Type:
Company: Carlson Wagonlit Travel

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