Reed & Mackay is in the top ten of its sector, a Travel Management and Services Company, leading its field and looking to develop people, technology, channels and products to further outdistance the competition.

Through planned successful growth, profitability has doubled over the last three years, building on a well established reputation for delivering high quality service to upper quartile clients in its chosen, premium sectors.

This is a unique opportunity for a forward thinking individual with evidenced track record, to join a vibrant team focused on growing the business not only in terms of sales but talent, products, revenue, channels and competitive strengths.

Role:
You will be responsible for generating income and directing the company's commercial interests in Supplier and Partner negotiations, leading contract negotiation, securing maximum revenue advantage from all sources and take a personal role in managing the development of this key value contributor.

Managing a team of 4, you will lead the commercial success of the partner and supplier relations on your own initiative, leading development programmes to deliver significant revenue and profit growth each year.

Using an innovative approach, you will foster the relationships which support the building of knowledge across the business of all relevant suppliers from large global suppliers to other niche operators that hold strong value for a select number of clients.

Outside the traditional value streams from suppliers, you will look at an innovative approach to certain suppliers that can drive value in other areas, such as client referrals and advocates of our business through value reciprocity.

Accountable for the Global Hotel Programme (GSM), you will drive thought leadership into a cyclical programme that ensures clients see clear value from either client specific programmes or the global hotel programme, in addition to providing strategic insight to ensure all of these are optimised to drive value at the highest possible level.

Continuing to develop differentials across our core R&M net fare programme will require building the capability to evidence around the value this holds for our partner suppliers, in addition to delivering unique value for our clients.

Accountable for the Service Improvement Programme (SIP), you will lead the development of this initiative to ensure that where opportunities exist to enhance value to our clients, programmes will be discussed with our suppliers to find efficiencies or improvements across their product portfolio which will enhance our customers experience.

Profile/Skills:
Commercially minded you will have strong analytical skills in general, and previous experience of directing strategies to underpin client requirements as a priority, yet maximise revenue potential by delivery of core value components to partner suppliers.

Strong interpersonal and relational skills – you have the proven ability to understand and engage with Suppliers and influence thinking, through real, challenging and value driven ideas.

Confident team leader, with a strong presence and a natural ability to motivate. With an evidenced track record of ability to gain specific results through people.  A good coach to your team and to your colleagues, you will identify potential for career progression and ensure talent is recognised.

You deliver personally - results and direct impact on internal and external relationships.

A strategic thinker with strong executional skills - with the ability to see broad supplier challenges affecting the future of the company and recommend programmed actions accordingly.

You are focused – able to select and deliver big, strategic wins and day to day tactical results simultaneously.

Have the credibility and respect for your professionalism - experience based on how to influence Suppliers to deliver growth through a broader set of tools than just price or performance based rewards.

Integrity will be important to you - open, honest and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect.

Purpose of role:
Reed and Mackay who employ over 200 people is in the top ten of its sector, a Strategic Travel Management and Services Company, leading its field with a vision to attract, develop and retain the most talented people within the industry.

Due to the successful growth of our business and our philosophy around continuous improvement a position has become available for a highly competent individual to develop and maintain the quality management area of our business.

As the Quality Manager you will be expected to co-ordinate the activities required to meet this aim. To monitor and advise on how the quality management system is performing and publish data and reports regarding company performance against set indicators.

Key Responsibilities:

• Continual improvement of customer experience and work efficiencies for the company through monitor and review
• Analysing process and service failures, reporting and recommending actions.
• Co-ordinating stake holders to reach agreement on required changes.
• Promote Quality and ‘good housekeeping’ practices in all areas of the business through training and effective communication 
• Retain ISO 9001, ISO 27001 and ISO14001 accreditations
• Achieve and retain PCI Compliance accreditation
• Ensure routine internal surveillance of procedures is carried out via internal audits
• Maintain and oversee ALL company ‘controlled’ documentation  
• Liaising with clients auditors ensuring compliance with client specifications
• Establishing standards of service delivery and working efficiencies throughout the business
• Persuading reluctant staff to adopt quality methods and ways of thinking 
• Collating and analysing performance data and charts against defined parameters
• Represent the company standards and achievements at R&M, at client meetings and for tenders, RFI’s as required.

Tasks:
Business Review

• Report and review findings of client service issues.
• Organise and carry out internal audits.
• Liaise and give guidance to internal auditors.
• Recommend actions to improve efficiencies / customer experience.
• Receive and develop action plan for Service Improvement Suggestions
• Quarterly review of quality system
• Raise serious quality issues at Board Level
• Control ALL company documentation and procedures
• Meet with Quality Circle team on an individual basis, once a month to co-ordinate proactive review and required change to procedures
• Attend and/or organise/chair as necessary, working parties and other meetings relevant to processes and procedures

Accreditation

• Liaise/Organise bi-annual accreditation with provider
• Carry out 1 to 5 day assessments twice a year with external accreditation bodies
• Complete audit follow up actions within specified time lines

Administrative

• Record process related amendments on Quality System Amendment Summary
• Maintain hard copy of current Quality Management System (QMS) manual and procedures  

Awareness & Support

• Inductions for all new staff in quality system
• Identify quality-related training needs
• Source of information and support to all staff on all quality and process related matters

Skills Required:

• Quality Internal Auditor experience
• Extensive experience with Quality Systems with particular reference to ISO 9001, ISO 27001 and ISO 14001 standards
• Successful completion of IRCA certified training courses would be an advantage
• Proven track record in achieving and maintaining qualitative accreditations
• Proficiency with managing continual improvement initiatives (evidential examples to be provided) within a Quality Management System.
• Ability to plan, prioritise, multi-task and make Quality accessible for all.
• An excellent communicator who knows how to motivate and get the very best out of people
• Proven track record in exceptional customer service
• Strong project management skills & the ability to work to strict deadlines
• Interpret and co-ordinate complex instructions easily
• Exceptional process mapping and writing skills
• Strong attention to detail
• Computer literate – MS Word, Excel, Power point 
• Ability to drive unpopular but necessary change in a positive way
• Willingness to develop through training and ongoing support
• Results driven

Purpose of the Role:

Reed and Mackay who employ over 200 people is in the top ten of its sector, a Strategic Travel Management and Services Company, leading its field with a vision to attract, develop and retain the most talented people within the industry. Delivering outstanding service to clients has remained the focus for the business and by demonstrating ROI for customers significantly above any other TMC’s we continue to outdistance our competitors.

Due to the successful growth of our business and our philosophy around continuous improvement, a position has become available for a highly competent individual to lead the development of a number of our preferred airline supplier relationships.

This varied role requires a team player with excellent relationship, communication and commercial skills who can develop industry leading relationships that deliver value to both clients and suppliers.

The successful candidate will have a proven track record in managing supplier or agency relationships which have delivered significant value to clients and the company. Being an astute commercially minded person, considerations will range from developing business cases for fare product design to demonstrating long term value to suppliers through a series of client and internal company activities.

Key responsibilities:

• To lead the development and ongoing management of supplier relationships with Airlines and other Ground Transport Services for the benefit of R&M and our clients.
• Negotiating, implementing and completion of Sales and Marketing agreements with key Airline & Ground Transport Services maximising income for the company including achieving product experiences for our consultants.
• To maintain growth of supplier income targets in line with strategic expectation and targets.
• Work closely with the Commercial Analyst to ensure methods of forecasting and tracking is implemented.
• Creation of exclusive product for use by R&M existing and potential clients using our unique position in the market place and other potential levers.
• Leading innovative and timely analysis creating opportunities and best practice for internal and external usage with clients – part of demonstrating the value the team can deliver for clients therefore supporting the management fee element of supplier relations.
• Ensure minimised leakage of Air revenue going to non preferred suppliers.
• Continually improving on best practice advice to clients and staff.
• Organise and contribute to all service issue responses directly to those affected through a formalised process within stated industry timelines.
• Assist in solving operational issues such as ADM’s and work with Ops and Finance to common mistakes are highlighted and reduced.
• Innovate ways to enhance product knowledge across all operational areas of the business.

The Skills & Experience:

• An outstanding communicator who is caring, passionate and shares a vision in developing strong relationships which will provide significant value to both Reed & Mackay and to our clients.
• Possess a strong commercial acumen with the ability to assimilate analysis and justify strategic programme development taking into consideration market impacts.
• Knowledge and experience of the air/travel industry and key contacts within.
• Experience of negotiating several Preferred Supplier Agreements and Exclusive Product.
• Confident ability to present at all levels externally and internally, in a positive manner.
• Ability to work to project plans and experience with working in a high pressured environment.
• Has analytical and account management skills to include project planning and organisation.
• Engages colleagues, clients and suppliers in offering the best advice at all times ensuring all audience types are satisfied using a positive “can-do” attitude at all times.