Director, Customer Success, Hotel program Strategy (UK, Virtual, EUROPE)

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Director, Customer Success – Hotel Program Strategy (Remote)

Full time, United Kingdom, United States, Netherlands

Be a senior leader within the team responsible for Stay, BCD’s comprehensive approach to category management, responsible for driving strategic, data driven hotel program outcomes for Stay clients and supporting BCD’s overall hotel growth objectives. You will engage with clients at an executive and strategic level, helping them rethink hotel category management, elevate their program strategy, and translate insight into measurable results across the customer success lifecycle.

You’ll lead high impact client activations and strategic engagements, acting as a trusted advisor on hotel strategy while partnering closely with Program Management, Sales, Advito, Product, Technology, Supplier Relations, and other internal teams. You’ll also play a key role in shaping and scaling BCD’s hotel strategy, sharing best practices and success stories across the organisation.

You will serve as an escalation point for complex client issues, influence internal stakeholders, and support revenue growth through improved hotel adoption, reduced leakage, and stronger program execution.

As a Director, Customer Success – Hotel Program Strategy, you will

• Lead strategic customer engagement across assigned Stay clients, guiding them through all stages of the customer success management lifecycle
• Act as a trusted advisor on hotel category management, including spend management, sourcing strategies, booking technologies, and traveller engagement
• Lead client activations, workshops, and governance sessions focused on hotel insights, performance, and opportunity identification and provide recommendations tailored to individual customers
• Partner with Program Management and internal teams to implement and optimise hotel technologies and solutions that deliver measurable value
• Monitor, analyse, and interpret hotel performance data, identifying opportunities to improve outcomes and drive adoption
• Ensure contractual commitments are met by all parties, proactively identifying risks and creating action plans where required
• Support commercial growth by identifying opportunities to expand hotel adoption and revenue within existing client portfolios
• Coordinate with resources from multiple departments on the development and delivery of hotel-related solutions including Product Planning, Marketing, Global Supplier Relations, Project management and technology support
• Partner with Sales and Retention teams on renewals, expansions, and strategic client conversations
• Contribute to broader Stay growth initiatives by sharing best practices, case studies, and voice of the customer insights
• Act as a senior hotel subject matter expert internally and externally, supporting education, alignment, and continuous improvement across BCD
• Act as a point of escalation for client risk, delivery challenges, and complex stakeholder situations
• Coach, develop, and motivate team members through regular one to ones, feedback, and performance reviews
• Support employee growth through development planning, training, and goal setting
• Ensure company policies, processes, and values are consistently applied

About you

• You enjoy engaging with senior client stakeholders and influencing strategic direction
• You’re a confident, credible advisor who helps clients think differently and drive meaningful change
• You’re highly analytical and comfortable turning data into actionable insight and compelling narratives
• You thrive in complex, matrixed, global environments and adapt well to shifting priorities
• You’re passionate about continuous improvement and scaling what works
• You communicate clearly and effectively across all levels of the organisation
• You enjoy collaborating across functions to deliver shared outcomes

What we offer you

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.

Get to know us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Director, Customer Success, Hotel Program Strategy is between $109,000 and $126,000. The actual pay depends on your skills, qualifications, experience and geographical location. 

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at [email protected].

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