Hayley Ward Email and Phone Number

Part of the account management team, managing an individual portfolio of clients, with spend ranging up-to £50M, for clients serviced at a multi-country level, Managing service delivery across multiple countries, with wholly owned or partner suppliers (3rd Party Providers). Ensuring a united, consistent service regardless of physical borders, reviewing measurable SLA & KPIs with a tailored business plan to address areas of improvement. Continuous data analysis identifying growth opportunities, alongside feedback taken both internally and externally – achieving results via excellent relationships. Strategic in planning for the future client needs with flexibility to change direction as required, influencing key stakeholders when change is necessary.

Overseeing a portfolio of clients, with spend ranging from £500K to £10M per client. Managing the day-2-day requirements of the CWT relationship with key client contacts, through regular contact either in person, or by telephone/email depending on client Account Management package. Confident in preparing and delivering regular client business reviews, supporting colleagues on a Global level as required, and liaising with operational colleagues to overcome challenges. Keeping a strong emphasis on service delivery to ensure client engagement is optimised, taking steps to retain business by building on solid relationships.Actively identifying areas of development for client programmes, building a strategy through business plans and delivering results by introducing the latest tools & processes to ensure they achieve their goals as a business, and benefiting the business by increasing profitability. Oct. 16 – Jun. 19, also involved in Project work within the UK national team, responsible for providing internal project delivery for various senior colleagues and their clients. Understanding project goals & anticipating roadblocks, independently investigating possible solutions and collaborating with other teams as required. Developing a project plan with timelines that deliver the solution in a timely manner, sharing progress with colleagues and clients as required. Project work has mostly involved online solutions, either working to migrate to an alternative booking tool with minimal impact to users, or delivering an enhanced online experience with an existing tool.

Employed in the capacity of Office Manager. Ensuring company process and procedure is adhered to at all times, encouraging and leading the team to deliver the highest levels of customer service to a client based both on and off site.Working closely with the Travel Manager to develop the Travel Policy, suggesting ideas for policy adherence and demonstrating methods of tracking progress. Assisting with negotiations for their Hotel and Air Program, by developing strong supplier relationships.Active in meeting with other stakeholders to manage client expectation and delivery of service.