Navan Pro Consultant

Reporting to: Navan Pro Team Lead
Location: UK

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel.

JOB PURPOSE:

The main role of a Navan Pro Consultant is to build relationships and understand the needs of our client’s while delivering a ’high-touch’ service that saves clients time and drives down their total cost of travel.

KEY RESPONSIBILITIES:

Service Expectation

1. Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation.
2. Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M.
3. Ability and willingness to service different client industry sectors across the wider business.
4. Demonstrate innovative thinking and provide a consultative approach.
5. To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an all encompassing service.
6. To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to advice clients on best practice utilising R&M and Navan technology.

Operational Excellence

1. Manage your own full client portfolio to the highest R&M and Navan standard, demonstrating extraordinary customer service to your wider team
2. Pro-actively build meaningful and long-lasting relationships both internally and externally
3. Always exceed client’s expectation
4. Identify and implement opportunity to add value to each booking
5. Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
6. Working with IFD (International Fares Desk) to proactively identify cross market and local inventory differences
7. Procure the best hotel rates for clients utilising GDS and non GDS channels, as well as leveraging supplier relationships to gain the best result
8. Monitor all bookings for further saving opportunities up until completion of the trip
9. Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
10. Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
11. Monitor all bookings for further saving opportunities up until completion of the trip
12. To be proficient in all R&M and Navan Technology and to ensure knowledge is shared and maintained amongst the team
13. To oversee the client experience by utilising mixed mode booking tools and to provide 1st line support for both offline/online bookings
14. Demonstrate proactive thinking when providing travel solutions
15. Able to provide cost effective solutions across all aspects of travel
16. To always comply with the client policies and guidelines
17. Achieve SLAs for all accounts
18. Regular interaction with overseas colleagues
19. Apply Quality Control procedures and processes in line with company and GREC requirements

WHAT WE’RE LOOKING FOR:

1. Exceptional telephone manner and written skills
2. Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
3. Has a proven record of experience in a core business travel environment
4. Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus
5. Experience of mixed mode booking tools, and 1st line product support for both offline/online bookings
6. Comprehensive knowledge of the travel industry and products in the market including different aircraft types and cabins
7. Knowledge of Low-Cost Carriers in the market and their different products available
8. Fully conversant with various rail, black car, LCC, OTA booking systems
9. Have a ‘team player’ approach to an office environment
10. Experience in using MS software packages
11. Ability to build an exceptional rapport with all clients
12. Excellent attention to detail
13. Have an enthusiastic approach and willingness to learn attitude
14. Independently commit to attend and complete all relevant training
15. Achieve individual and team-based business objective