Ready to step into a high-impact leadership role where service excellence meets smart systems, data insight and real influence?
At CTM, we’re not just managing travel, we’re powering smarter business journeys for organisations across Australia and around the globe. Now, we’re looking for a driven, analytical and people-focused Client Services Manager – Corporate to elevate our corporate portfolio and lead a high performing support function. This is a newly created role, reporting directly to the EGM - Client Management.
About the Role
This is not your standard client services role. You’ll sit at the heart of our Client Management function, ensuring business continuity, optimising performance, improving workflows and driving service excellence across our Corporate client base. You’ll lead, influence and refine turning data into action, tickets into insights and processes into best practice.
What You’ll Own
Initially, the role will involve setting up many functions that will be housed within the Client Services Team, such as involvement in the development of a client facing ticket service solution, SharePoint ownership and maintenance as well as redeploying our Client Service Administrators across a national portfolio and working with them to establish new key job functions.
From there, you’ll:
· Drive SLA performance and ticket governance within Freshservice
· Analyse trends, themes and reporting to identify training and performance opportunities
· Deliver weekly insights to the EGM Client Management and Strategic Leads
· Reduce ticket volumes through education, training and workflow optimisation
· Oversee NPS systems and performance data
· Create best-practice processes, documentation and centralised workflows
· Support product implementations including CTM Portal, payment solutions and reporting
· Provide escalation management for significant service issues
· Own database, CRM and SharePoint governance
· Enable Strategic Leads with actionable data to better manage the Corporate portfolio
This is a role for someone who sees inefficiencies and fixes them. Who spots patterns and acts on them. Who builds structure where it’s needed — and inspires others to follow.
Leadership That Makes an Impact
You’ll lead a Client Services Support Team and play a key role in building a culture aligned to CTM’s values: Connect. Evolve. Deliver.
You’ll:
· Set direction and align your team to CTM’s strategy
· Manage performance with clarity and confidence
· Identify capability gaps and build development plans
· Create a high-performance, accountable, improvement-driven culture
· Promote inclusion and strong team engagement
What You Bring
· 2–3+ years’ experience in travel industry support, consulting or customer service
· Strong analytical capability and confidence interpreting data
· Proven customer service excellence
· Experience working with service management systems (JIRA or similar)
· Intermediate Excel, PowerPoint and Word skills
· SharePoint and Power BI capability
· A process-improvement mindset
· High attention to detail and strong numerical accuracy
· The ability to balance strategic thinking with hands-on execution
The Opportunity
This is your chance to:
· Shape a growing function
· Influence senior stakeholders
· Lead system and workflow improvements
· Build and mentor a national support team
· Drive measurable service outcomes across a Corporate portfolio
If you’re commercially aware, systems-savvy, operationally sharp and passionate about elevating client experience — this is your platform.
Why CTM?
CTM offer a strong, established, and sustainable work environment which will support your career development and wellbeing.
As a global organization CTM offers a range of employee benefits that you can access, including;