Description
Join IQVIA's global Concierge Travel Services (ICTS) team, delivering a high-touch, 'VIP' service for corporate travel and events.
This role is responsible for managing complex global travel arrangements, designing seamless itineraries, and acting as a trusted advisor to deliver exceptional traveller experiences across IQVIA and non-IQVIA employees.
Key Responsibilities
- Coordinate complex, global travel arrangements including flights, accommodation, and ground transportation.
- Design seamless, end-to-end itineraries incorporating dining, experiences, and activities.
- Gather traveller preferences to deliver personalised, tailored recommendations.
- Act as a trusted advisor, providing informed and insightful recommendations to optimise the traveller experience.
- Ensure all bookings align with budgets, client expectations, and company policies.
- Deliver a premium, high-touch service across all channels (chat, phone, email, video call, SMS/WhatsApp).
- Respond to customer enquiries in line with defined SLA expectations and service standards.
- Provide detailed itineraries and proactive, real-time travel support.
- Manage travel disruptions, including rebooking, cancellations, and emergencies.
- Build and maintain strong relationships with clients, vendors, and internal stakeholders.
- Provide regular updates to stakeholders on performance, service delivery, and operational processes.
- Participate in and lead team meetings to stay aligned on new products, supplier updates, and industry developments.
- Demonstrate ownership and accountability, taking pride in delivering high-quality service outcomes.
- Lead group travel engagements, including hosting kick-off calls and acting as the primary point of contact.
- Identify opportunities to cross-sell and upsell ICTS services.
- Develop strong internal relationships by understanding IQVIA's structure, stakeholders, and business areas.
- Ensure full compliance with pharmaceutical regulations and internal governance policies.
- Track travel spend and maintain accurate records and vendor databases.
- Utilise tools such as Freshdesk/Zendesk/outlook (Email tools), Microsoft Teams, and Microsoft Office Suite (Excel, Word, PowerPoint).
Qualifications & Skills
- Minimum 5 years' experience in a corporate Travel Management Company (TMC environment), with extensive global industry experience.
- Strong proficiency in GDS platforms (Sabre and/or Amadeus) and NDC, including ticketing, reissues, voids, cancellations, EMD/MCO issuance and reissuance, and PNR management.
- In-depth knowledge of complex itineraries, global airfares, and fare construction (nett fares, IT fares, route deals, corporate negotiated fares).
- Proven experience in global servicing across multiple regions, time zones, and points of sale.
- Advanced English (written and verbal); additional languages are advantageous.
- Empathetic, professional, and highly effective communicator with strong interpersonal skills.
- Strong ability to multitask, prioritise, and respond to urgent matters with speed and accuracy.
- Capable of working independently with minimal supervision, demonstrating initiative and accountability.
- Excellent problem-solving and critical thinking skills, with the ability to manage multiple priorities simultaneously.
- Proven ability to manage travel disruptions and complex situations calmly and efficiently.
- Experience delivering VIP or high-touch concierge services.
Additional Information
- This role may involve travel for onsite event or travel programme coordination.
- Flexibility in working hours may be required to support global operations and events.
- Strong organisational and time-management skills are essential.