BCD Travel Global Account Director in Norfolk, Virginia

Global Account Director

Requisition #: USAME-12907

Position Type: Full Time - Regular

Work Countries:

United States

United Kingdom


Work Cities: Utrecht NL

Amsterdam NL

London UK


Virtual US

Job Description:

Do you want to work with bright, talented individuals who take pride in their work and also know how to have fun?! You've come to the right place.

BCD Meetings & Events is one of the leading global providers of meetings, group incentive travel and creative services for some of the world's biggest brands. Our unique difference is that we bring together resources at a local level, centralize processes on a regional level and leverage our global presence to deliver the value and results our clients set out to achieve. We work collaboratively, creatively, and passionately - and look to hire experts who do the same.

We are headquartered in Chicago, with locations in 50+ countries across the Americas, Europe, Middle East, Africa and Asia Pacific - a combined global work force of more than 1,100 resources and annual sales volume of approximately $992 million. We are an independently managed operating company of BCD Holdings N.V. and a sister organization of BCD Travel, the world's third-largest travel management company. We are proud of that. We are also one of the best places to work because of our fundamental commitment to our employees. To find out more about our company, visit us at http://www.bcdme.com/ .

The Global Account Director (GAD) is responsible for providing direction and oversight for the global meeting operations and client relationship for an assigned client. The GAD is directly accountable to achieve both client, and BCD M&E, goals related to: program strategy, innovation & optimization; client retention, contractual obligations, and customer ROI goals for the program, financial performance, profitability, quality of service, preferred vendor performance, technology, efficiencies, forward thinking thought process and business development. The GAD works closely with the Global Operations Manager to create a collaborative team environment ensure accountability for service delivery, resource modeling, analytics and global operations. The assigned client(s) will have a global volume in excess of $30 million annually.


  • Primary point of authority for the global client relationship and contract interpretation.

  • Drive strategy and optimization to meetings program.

  • Responsible for all client deliverables.

  • Direct global operations & service delivery in two, or more, regions.

  • Manages one, (or more), accounts with global volume in excess of $30 Million.

Global Account Management:

  • Work with customer(s) to develop business objectives for the global meetings program. Develop a strategic business plan to achieve objectives. Focusing on both client and BCD M&E program objectives. Track and report progress to goals.

  • Ensure the customer's goals will result in achieving both BCD M&E and the clients' financial, growth and service goals.

  • Responsible for communicating plans and key objectives to both client and BCD M&E management in each applicable country, (i.e. operations, finance, HR, IR, IT, Sales and any other relevant department.)

  • Serve as primary point of authority on the terms and deliverables of the assigned client(s) contract. Responsible for contract negotiation, management and understanding the terms of the contract(s) to ensure that contractual commitments are continually met. Monitor results on a global, regional and country basis

  • Work with global financial management to manage account profitability by reviewing P&L's monthly and taking action as appropriate. Interface with financial representatives to produce accurate financial reporting for client.

  • Support negotiation of customer-specific Service Level Agreements; oversee Operations to achieve service levels; and report progress to customer and management. Develop measurements for all contractual objectives for the client, (i.e. Scorecard, or KPI's).

  • Responsible for the financial management of the contract, ensure budgets and forecasts are submitted from each BCD M&E country, ensure financial agreements are invoiced and paid in a timely manner; ensure country P&L's are reconciled to include all services.Meets/exceeds budgeted contribution and profit for assigned client(s).

  • Oversees preparation of clients' annual budget by country. Monitors performance to budget. Meets/exceeds targets.

  • Works with customer and Business Analyst to identify reporting requirements for customer, follows up to ensure monthly reporting is accurate and timely, (locally, regionally and globally).

  • Set up and advise BCD M&E appropriate countries of customer specific reporting requirements; review reporting to identify trends and impact on the business plan, review accuracy of reporting, benchmark and monitor trends recommending program changes and opportunities.

  • Plan and execute mid-year and annual strategic account reviews globally.

  • Drive development, content and quality of client presentations prior to the meeting. Drives the presentation.

  • Take a consultative approach to positioning "value added" products and services, and expansion of business to achieve additional growth and revenue. Navigate the pertinent pricing changes needed throughout the life of the contract, as the scope of services change, local cost structures change, etc.

  • Oversees / directs client expansions/implementations and ensures contractual agreements are implemented. Develop client specific marketing strategies to target adoption, compliance and non-participating countries. Insure regional, or country-specific, Marketing / Communications plan fits the needs and budget goals of the customer.

  • Aggressively work with customer to educate their employees and achieve compliance / adoption goals.

  • Develop global contacts at all levels. Interfaces with key client contacts globally to build multi-level relationships within the company. Keeps client(s) informed of business trends and industry updates

  • Introduce BCD M&E senior management to the customer when appropriate

  • Develop and maintain strong multi-national supplier relationships, engage Industry Relations globally, as needed to support strategic sourcing initiatives of the client. Assist the client with negotiation of vendor contracts; providing analysis and leveraging of relationship to achieve goals.

  • Organize, prepare and / or participate in client functions / activities (trade shows, seminars, conventions, etc.) to solidify relationships and improve customer knowledge of BCD M&E products, services and benefits where appropriate

  • Work closely with BCD M&E management for implementation of operations and oversee / direct the implementation of operations through the Implementation Project Management team.

Strategic Operations:

  • Accountable for all facets of service delivery.

  • Provides management support to Global Operations Manager.

  • Ensure alignment of participating BCD M&E operations to assigned customer requirements and processes.

  • Understand and evaluate customer opportunities for; process improvement, technology solutions, identify and evaluate individual projects on the basis of a cost benefit proposition.

  • Review and implement continuous process improvement throughout all operation(s), implement and customize company standard operating procedures by country

  • Develop / implement tools to monitor service levels globally and provide value added solutions. Take action to remedy deficiencies.

  • Monitor client satisfaction survey results and recommend improvements or business changes based on results.

  • Facilitate the involvement of BCD M&E specialized departments to achieve the goals of the customer and introduce new technologies, new preferred suppliers, new operational best practices, etc.

  • Drive knowledge of BCD M&E and client preferred vendor programs and direct team to apply knowledge to increase savings to client.

People Management:

  • Ensure the proper staffing levels are in place for the scope of services required, the workload volume and demand being experienced.

  • Oversee all assigned personnel recruiting, hiring, training, development, motivation, and separation. Exercise hiring and firing authority within local policy and in compliance with local law.

  • Monitor and ensure that proper human resources and company processes and policies are followed, regardless of country.

  • Manage the performance of direct reports, (GOM, GTM, PA, and DA) and down line employees.

  • Conduct performance reviews for direct reports. Assures performance review delivery for down line employees.

  • Develop relationships with all assigned BCD M&E employees in countries that are; servicing the client.

  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Key Qualifications:

  • Experience with accounting and financial tools, analysis, forecasting, budgeting

  • Strategic thinker

  • Ability to work under pressure and on multiple projects simultaneously

  • Demonstrated ability to respond to change

  • Ability to work across time zones and four global regions.

  • Prior managerial experience, with eight (8) years in account management role

  • Prior budget and cost management experience

  • Experience in implementing and managing global accounts

Additional Qualifications:

  • Minimum ten (10) years strategic meetings management experience

  • Minimum eight (8) years strategic meetings management experience

  • Demonstrated experience in contract negotiations, management and administration of contract terms

  • Experience in global operations, people management, account management

  • College degree required

  • Fluent in Business English

  • Through knowledge of SMM meeting operations, staffing and forecasting

  • Thorough knowledge of meetings technology / capabilities

  • Demonstrated proficiency in word processing, spreadsheets, presentation, webex and email software

  • Ability to travel domestically and internationally on a regular basis.

  • Knowledge of meetings & events pricing

  • Knowledge of meetings technology services

  • Strong decision making and problem solving skills

  • Ability to work independently, developing strategies and action plans and implementing goals and objectives

  • Ability to design and implement client solutions, company services, products and preferred vendors

  • Ability to select, motivate, coach, and develop staff; resolve employee relations issues; fosters effective teamwork

  • Strong analytic skills.

  • Professional manner and appearance.

  • Strong written, oral and presentation skills

  • Effective organizational and time management skills.

  • Ability to embrace diversity

  • Cultural awareness


Field of Interest Category: Groups


Percent of Travel: 25-50%

Relocation: No

Languages Required: