American Express Global Business Travel Technology & Innovation Lead in Lansing, Michigan
Technology & Innovation Lead
This Technology & Innovation Lead is responsible for delivering the technology services specific to the client including management and support of all technologies related to the meetings & events program and also driving innovation and progression for the client as their meetings program progresses and as new technologies emerge in the marketplace.
This is a client-facing role designed to support the success of the M&E program via best technology applications. The Technology and Innovation Lead will support both the designated direct and indirect client contacts as well as the internal Account Managers and local Market Leaders who are supporting the overall M&E program for the specified client.
This role is focused on our technology and innovation ensuring that the SMM program for specified client is supported by the best technologies to drive efficiency, data collection and stakeholder satisfaction. This role also focuses on driving forward thinking on technology an innovation to both internal teams and client stakeholders.
Main responsibilities include but are not limited to:
Responsible for overseeing all contracted technologies as designated by client in support of global strategic meeting management program
Provide leadership in consultation with internal teams and client teams around most appropriate technology within each geographic area
Oversee implementation timelines for each technology / geography as appropriate
Provide ongoing review and assessment of effectiveness of technology deployment and achievement of client’s business objectives
Interface with internal technology and innovation teams to identify, onboard and leverage The Meetings MarketplaceTM and relevant referral technology partners
Interface with technology partners acting on behalf of client to insure successful collaboration on behalf of the client
Drive and implement annual client technology plan supporting all business needs and client geographic regions
Monitor client satisfaction leveraging internal CSAT tools, ongoing dialogue with stakeholders and insure CSAT targets are at or above target
Participates in client meetings, presentations, and quarterly/annual business reviews to explain technology processes, industry trends, offerings.
Business Development: Client Retention and Expansion via Innovation
Drive expansion of technology within the client meeting program via proactive communication with client stakeholders and utilization of services offered
Drive innovation via “Innovation Labs”, “Quarterly Innovation Summits”, and Monthly Newsletters targeting key client stakeholders and utilization of American Express Meetings & Events reseller partners as appropriate to client needs in specific business units or geographic areas
Provide both indirect and direct leadership for individuals delivering services related to client technology plan
Provide optimism and client commitment
Create and support communication plan to ensure stakeholders on board and supportive of activity
Support and lead on local training needs
Support recruitment, welcome and onboarding of new colleagues to maximize talent retention as appropriate
Provide regular updates to internal client Account teams and leadership related to the ongoing success of the program
Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration
Ensures direct reports are maintaining compliance through monitoring and measurement
Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans.
Conducts one-on-one meetings on a regular basis
Leads weekly team meetings with direct reports
Encourages the sharing of industry trends, ideas, special educational opportunities, and best practices
High-level of proficiency in common office software (MS Office)
Knowledge of M&E related technologies (i.e., Cvent) and their relevance and application in support of a global strategic meetings program
Good command of both written and spoken English
5 years+ experience working in meetings & events with focus on technology solutions
Previous leadership experience preferred
Appreciation of cultural challenges in an international working environment
Experience in implementing and driving results against strategic plan
Considers broad range of internal and external factors when providing solutions
Ability to communicate effectively with all levels of employee seniority
Drives results by challenging the status quo, championing new initiatives, and implementing effective processes.
Establishes a high standard of performance through development of short- and long-term plans
Responds appropriately and competently to demands of work challenges when confronted with change, adversity, and other pressures
Recognize systematic and root causes and identify alternative solutions through analytical approaches
Proven ability to effectively lead during times of change and change track swiftly as required
Influence without authority: ability to build strong, open relationships and establish credibility as a trusted advisor and work with multiple teams to accomplish goals and objectives
Manage multiple tasks effectively
Excellent attention to detail
Ability to leverage the Global organization and adapt to local requirements and needs
United States>Virginia>Virtual Location
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American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 16,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.
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