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Global Program Director

N/A, USA | Carlson Wagonlit

  • Industry:
    Hospitality, Travel, & Leisure
  • Position Type:
  • Functions:
    General Management
  • Experience:
    7-10 years
Job Description:
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As an integral part of the CWT Meetings & Events team, the Global Program Director is responsible for managing the strategic success of our largest accounts.This person is the lead point of contact for all regional account managers and other team members in designing and driving consistent and visionary strategies to ensure client success that supports and drives key business objectives. 

Main responsibilities & duties

Activities include but are not limited to:

Strategic ownership of account

Build and maintain strong relationship with all key account contacts both with the client and internally within CWT Meetings & Events

Coordinates all Regional Program Managers and activities

Ownership of Services Level Agreements/Scorecard metrics and supporting strategies

Ownership of scheduled account reviews to include financial statements, strategy progress, opportunity assessments, etc. 

Works closely with client leadership to design and develop strategic initiatives

Collaborates with Business Unit leaders and clients to develop and administer short and long term business plans and other key strategies for program development and maturity

Responsible for the effective execution of account/supplier agreement specifics

Builds and maintains strategic supplier relationships as they relate to client’s business

Ensures contingency plans are in place to effectively manage crisis situations and support business continuity

Ensures that quality processes and tools are incorporated into all daily activities to drive process efficiencies and standardization

Point person for escalations

Key accountability to partner with operations for mutual client success

Participates in client implementations and expansions to include gap analysis, resource management and acquisition, coordination of internal implementation team members, and timely program delivery

Leader of global council for client specific resources

Financial accountability for profitability of account

Responsible to drive proactive stakeholder management/changemanagement resulting in increased adoption of services and strategies

Liaise with internal team resources to coordinate the strategic planning, client management, consulting deliverables, and innovative analytical roles for client delivery

Build a collaborative relationship with CWT’s transient program management team to share and leverage best practices and innovation 


CWT Leadership competencies

The 5 competencies that are most important to an individual’s success in this role and to their growth potential at CWT.

Focus on the Customer

Plan and Manage Execution

Establish Collaborative Relationships

Make Sound Decisions

Drive for Results

Technical skills



Computer Knowledge

Computer proficiency in Microsoft office suite

Meeting technology experience, specifically Cvent

Specific Skills

Ability to exercise independent judgement to take calculated risk based on business intelligence

Ability to successfully build relationships with key stakeholders across client and CWT leadership

Strength in synthesizing disparate information and input to drive continuous improvement processes

Team oriented, results driven, customer focused

Solutions oriented

Strong communication skills- both verbal and written

Organized and detail oriented

Knowledge seeking

Strong interpersonal skills

Flexibility to work under tight and ever changing deadlines and prioritize multiple projects

Ability to set priorities and work in fast paced, multi-project environment

Excellent leadership skills

Financial Acumen

Experience working with global or multi-national clients

Strong negotiation skills

Excellent consultative, facilitation and presentation skills

Ability and willingness to travel as required (Up to 20%)

Education / Experience


4 year College Degree preferred

Years of Experience

Minimum 7 years of experience in progressive strategic management in the service industry


Strategic Meetings Management experience required

Meetings & Events and travel knowledge highly valued

Broad based experience in global markets- specifically EMEA, APAC and LATAM

Experience in Global Program/Account Management

Proven track record in: business management, managing geographically dispersed teams, client retention, program expansion and using business intelligence to drive innovative strategies

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