Internova Travel Group

• Develop and execute a multi-year event strategy aligned with GTC and Internova business objectives • Establish event portfolio goals, success metrics, and ROI frameworks tied to revenue growth, advisor engagement, recruitment, retention, and partner satisfaction • Continuously evaluate the event portfolio to ensure investments align with organizational priorities and evolving market needs • Identify opportunities to expand event offerings, improve attendee experiences, and create new revenue-generating programs • Serve as a strategic advisor to executive leadership on event investments, event performance, and future growth opportunities • Provide strategic oversight of GTC's event portfolio • Partner closely with Partner Relations leadership to develop sponsorship, activation, and partnership opportunities that drive incremental revenue • Ensure all events consistently reflect and elevate the GTC and Internova brands • Lead collaboration across Marketing, Partner Relations, Advisor Services, Sales, Technology, Finance, Operations, Communications, and Executive Leadership teams • Oversee all aspects of event execution, including planning, venue sourcing, contracting, budgeting, registration, production, logistics, content support, attendee experience, and vendor management • Lead, mentor, and develop the Events team • Own event budgets and financial performance across the portfolio

Title: Client Account Administrator Location: Hipperholme, Halifax, United Kingdom Max: GBP £0.00/Yr. Min: GBP £0.00/Yr. Job Description: Overview At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News).  Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive.  We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey.  Responsibilities JOB OVERVIEW Please note: We are interested in applications from candidates who are able to work in a hybrid role. You must be able to work at least 3 days per week at our Halifax Office. We are seeking a highly organised and proactive Client Account Administrator to join our dynamic team. In this role, you will support the end-to-end planning and delivery of Clinical Education events across EMEA, playing a key role in executing high-quality face-to-face and virtual programmes that support healthcare professional education. You will collaborate closely with external vendors and regional clients to ensure seamless event experiences that meet both logistical and compliance standards. This role offers broad exposure to all aspects of clinical event delivery, from venue sourcing and budget tracking to delegate management and post-event reporting, while being mentored by experienced senior team members. RESPONSIBILITIES Event Lifecycle Management - Provide end-to-end planning and execution of regional clinical education events, including venue sourcing, budget creation, logistics coordination, and on-site or virtual delivery. - Work on pre-event activities such as supplier sourcing, documentation preparation, and delegate logistics (registration, travel, special requests). Client & Stakeholder Engagement - Act as the primary point of contact for regional client stakeholders, supported by senior team members, and maintain regular communication through reports, email, and calls. - Build strong relationships by ensuring transparency, responsiveness, and alignment throughout the event lifecycle. - Deliver excellent customer service to delegates before and during events as needed. Strategic & Campaign Planning - Retrieve regional ClinEd event calendars, manage and upload face-to-face and virtual campaigns into the client’s event management system. - Implement real-time event adjustments, troubleshoot with the support of Senior team members, and ensure strategic coordination and attention to detail in campaign execution. - Build pre- and post-event surveys, track attendance, and monitor campaign status. Venue Sourcing & Compliance - Research, evaluate, and present venue options that meet EMEA pharmaceutical compliance requirements. - Propose creative venue solutions and obtain appropriate internal and external approvals. Budgeting & Financial Oversight - Create and maintain detailed event cost sheets, tracking expenses from initial estimates through final reconciliation. - Manage service contracts, purchase orders, and payment processes in close collaboration with the finance team. Supplier & Vendor Coordination - Build and manage relationships with suppliers and vendors to ensure accurate and timely delivery of services. - Negotiate terms to optimise costs, secure commissions, and drive profitability. Marketing & Communication - Draft and manage event-related communications in line with brand guidelines and compliance standards. - Create marketing kit orders for educational events using the client’s ordering system. - Provide weekly regional event and campaign reports to internal and client stakeholders. Continuous Improvement - Contribute ideas for improving event processes, tools, and strategies. Learning & Development - Work closely with Senior team members to build skills and knowledge in clinical event management. - Attend team meetings, training sessions, and shadow senior staff to develop a deeper understanding of operational, client, and compliance needs Qualifications REQUIREMENTS - Strong organisational skills with excellent attention to detail and the ability to manage multiple tasks and deadlines with precision and minimal oversight. - Excellent written and verbal communication skills; confident engaging with internal teams, clients, vendors, and delegates. - Proactive and solutions-oriented, with the ability to stay calm under pressure and resolve challenges efficiently. - Basic understanding of budgeting and financial tracking; able to build cost sheets from supplier proposals (across multiple currencies), process invoices, and support reconciliations—with guidance and willingness to learn financial processes. - Proficient in Microsoft Office and comfortable using digital tools for event registration and communication; experience with Salesforce is an advantage. - Ability to work independently and collaboratively within a cross-functional team and shared inbox environment; open to feedback and committed to team success. - Understanding (or willingness to learn) of EMEA healthcare compliance and approval processes relevant to event planning. - Flexible and adaptable, with the ability to manage shifting priorities and last-minute changes in a fast-paced setting. - Professional demeanour with a strong service mindset, particularly in interactions with healthcare professionals and clients. - Willingness to travel internationally for on-site event support, with flexibility to work evenings and weekends when needed. - Some experience supporting or coordinating face-to-face and virtual events, with a focus on logistics, timelines, and execution. PAY AND BENEFITS Our benefit offerings include Group Pension scheme, 25 days annual leave entitlement plus 8 bank holidays (increses with length of service), Private health insurance and dental care, Life insurance with Employee Assistance Programmes, counselling and well-being services, Group Income Protection and Perkbox (staff discount platform). If Hybrid/Onsite: The salary range allocated to this role has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.  This role is also eligible for a 5% discretionary bonus programme based on the company’s financial goal achievement and individual performance. Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Role Description Altour has an exciting opportunity for an experienced agent with experience working exchanges! The Exchange Desk Specialist provides support to the internal agent team in processing exchange tickets. This position requires knowledge of Sabre GDS, processing exchanges and a high degree of accuracy and attention to detail. The hours for this role are 9 AM - 6 PM ET. - Accurately process ticket exchanges, ensuring fares are calculated correctly to avoid quality errors - Assist agents with questions about ticket/change applicability - Monitor and manage queue and email requests in a timely manner - Deliver extraordinary customer service to all internal clients: - Share expertise in a positive manner - Provide consultative service to agents on applicability of ticket and potential costs associated - Complete all exchanges in an accurate and timely manner - Maintain goal expectations in the following areas: - Productivity – measured by transactions per day. - Quality – minimal customer service issues. Qualifications - 3 years of travel advisory experience - 3+ years’ customer service experience, preferably in the travel industry - Exceptional/above & beyond, proactive customer service approach - Excellent travel industry knowledge - Mastery in Sabre, with experience in multiple GDS’ (Galileo and Amadeus) - GDS formats, shortcuts, enhancements, pricing. - Corporate travel experience required - Expert in international travel bookings and processes - Experience handling multiple accounts - Exceptional communication skills both written and oral - Must pass GDS assessment - Typing speed of at least 45 WPM Requirements - Has strong understanding of own skill set and development opportunities - Demonstrates exceptional teamwork - Proactively offers support when ability matches need - Acts as a leader among peers - Thanks peers for support they have provided - Consistently demonstrates mastery of the guiding principles in daily work habits - Ability to provide constructive feedback to peers and leaders when appropriate - Ability to handle most difficult situations - May seek minimal guidance, but generally has a solution at hand - Able to support peers in decision making - Knows when to escalate to a leader - Strong understanding of key ALTOUR initiatives and employs strong change management skills consistently Benefits - Choice of two medical plans and two dental plans - Vision insurance - Flexible spending accounts (FSAs) - Company-paid life insurance and AD&D - Optional additional life insurance and AD&D - Disability insurance - Paid parental leave - Paid time off - 401k Plan with company match - Discounted employee travel options - Access to LinkedIn Learning webinars and courses - Discounted pet insurance and auto, home, & renters insurance

• Gather, analyze, and document business requirements from stakeholders • Translate operational needs into functional specifications and solutions • Collaborate cross-functionally to validate and ensure accuracy of business and technical requirements • Manage intake, prioritization, and tracking of requests and projects • Coordinate delivery across teams, including QA, development, and releases • Own release of features and functions, including coordinating QA and UAT testing as well as coordinating release with other applicable tools and teams • Ensure solutions meet requirements through QA, UAT, and validation • Monitor system performance and resolve issues impacting quality control processes • Own subject matter expertise across systems and processes • Establish and maintain standards, documentation, and process governance • Drive issue resolution, solution validation, and knowledge sharing to support continuous improvement

• Service inbound corporate travel requests in a virtual call center environment. • Delivery extraordinary customer service to all travel leaders clients. • Greet all clients with enthusiasm. • Provide consultative service to travelers and travel arrangers throughout the booking process. • Complete all reservations in an accurate and timely manner. • Follow applicable guidelines around Federal and State travel requirements, including the Fly America Act. • Secure the lowest air/car/hotel rates available at time of booking. • Utilization of client and Altour negotiated programs when applicable. • Utilize GDS low fare search capabilities. • Maintain goal expectations in the following areas: Productivity – measured by transactions per day. Quality – minimal customer service issues. Customer experience – measured through call monitoring performance.

• Support our corporate travel division with creative solutions that increase productivity related to the agent workflow process, end to end automation, client services and operational quality assurance. • Develop effective and efficient automation to provide agents an end-to-end booking solution • Weekly script updates which include thorough QA testing of all key scripts • Create and maintain documentation • Assist in analysis, UAT support, and postproduction support as needed • Provide recommendations for optimization of existing automation features, operational processes and capabilities where applicable to promote standardization and efficiency. • Engage stakeholders to identify business needs and define optimal delivery approaches. • Manage communication and provide regular status updates on projects, ensuring alignment with timelines and service levels. • Support project execution by responding proactively to requests, maintaining documentation, and participating in system and integration discussions. • Create automation solutions that are both effective and efficient, delivering measurable gains in business productivity and performance. • Build scalable, maintainable workflows that optimize business processes and reduce manual intervention. • Monitor solution performance and troubleshoot issues.

• Build strong relationships with clients and internal stakeholders. • Maintain department communication guidelines and SLAs for projects, implementations, and account changes. • Maintain a “Very Satisfied” satisfaction survey result. • Support Ecommerce with product issues and escalations. • Troubleshoot GDS and product related issues and escalate as required. • Support Sales by providing product demonstrations for internal/external clients. • Train new team members to provide 1st level support for travelers on product issues/usage. • Assist in the completion of Service Desk Tickets and 2nd level support and escalations. • Responsible for managing Central Services Special Projects from inception to completion. • Professionally and consultatively drive technical conversations on Implementations with the purpose of providing education and creative recommendations to clients on all product capabilities, services, and features. • Assist in the creation, configuration, and customization of online profile sites or GDS profile tools. • Assist in the creation, configuration, and customization of online booking sites. • Completion of test plans prior to client launch to validate proper profile and PNR creation. • Track feedback and provide recommendations for improvement/modifications. • Assist in training customers on product usage and navigation. • Expert in current custom portal configurations. • Assist in the creation and management of a new ALTOUR Corporate Portal. • Responsible for managing the Pre-Trip Approval process in current software. • Utilize technology tools to analyze and measure success of a project. • Track and analyze benchmarks and monitor project performance. • Provide feedback and suggestions for process and department improvements.

• Administer recurring sales incentive and commission payment processes for assigned plans. • Compile, review, and validate commission and incentive payment data received from internal business partners. • Calculate, review, or audit incentive and commission payouts in accordance with approved plan documents. • Prepare payment files and supporting documentation for submission to Payroll within established deadlines. • Maintain records and documentation supporting payout calculations, reviews, and approvals. • Validate participant eligibility, performance results, quotas, attainment, and payout calculations against approved incentive plan rules. • Review incentive and commission results for consistency with plan provisions, payment thresholds, and internal controls. • Identify discrepancies, inconsistencies, and potential overpayments or underpayments before payroll submission. • Conduct pre-processing audits of payment reports and supporting data to support accurate and compliant payouts. • Investigate payment exceptions, discrepancies, and employee or manager inquiries related to incentive and commission payments. • Follow up with data owners regarding missing, incomplete, or inaccurate information impacting payment calculations. • Partner with Compensation, Payroll, Finance, Sales Operations, and business leaders to resolve payment-related issues. • Document exception resolutions and recommend corrective actions to reduce recurring issues. • Identify opportunities to improve efficiency, accuracy, consistency, and control within sales compensation administration processes. • Recommend system automation, workflow enhancements, and standardized operating procedures to reduce manual processing. • Assist with testing compensation-related system enhancements, integrations, reports, and process changes. • Develop and maintain process documentation, job aids, and standard operating procedures. • Assist with ad hoc projects or other duties as assigned.

• Manage travel clients and increase adoption of our OBT, Altour One! • Drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment. • Guide customers to self-serve through ALTOUR ONE and related tools. • Spot growth signals and risks; coordinate with the pooled offline desk only when needed. • Help incubate accounts for graduation into higher tiers as usage and complexity increase. • Monitor usage and spend trends; act on signals for churn risk and growth opportunity. • Coach customers to achieve high OBT adoption (target 80%+, current: TBD) and use self-serve reporting. • Run targeted outreach and nudges; partner with Marketing on lifecycle campaigns. • Triage non-booking questions and coordinate escalations to the offline desk for complex air. • Capture voice-of-customer; feed insights to Product, Supplier Relations, and Comm Ops. • Hit portfolio KPIs: activation in 30/60/90, adoption %, NRR, CSAT/Digital NPS.

• Building, scaling, and leading The Vacation Group’s direct-to-consumer tour operator business • Defining the product proposition and establishing operational infrastructure • Delivering profitable growth through curated, packaged leisure travel experiences • Leading the set-up and launch of the B2C tour operator division • Developing scalable frameworks for product creation, packaging, and fulfilment • Integrating tour operator capability with existing cruise, air, and hotel offerings • Overseeing tour design and itinerary development with strong differentiation • Leading global supplier sourcing and contracting strategy • Directing procurement through negotiated net rates to support packaging and margin delivery • Collaborating with Cruise and Air teams to drive packaging and bundling • Monitoring key performance metrics including revenue growth and gross margin.