Sr. Manager, Enterprise Meetings

Summary of Position The Sr. Manager, Enterprise Meetings is directly responsible for the implementation, management, and ongoing optimization of every Strategic Meetings Management (SMM) client program within CTM Meetings & Events. This role owns the full program lifecycle — current-state assessment, program design, policy and workflow build, technology configuration, stakeholder rollout, adoption, and continuous optimization. The Manager serves as the operational owner of the SMM portfolio, partnering with Account Management, Sourcing, Planning, Technology, and Finance to deliver consistent and well-governed program experience. This role may lead a small team of SMM specialists supporting implementation and ongoing program administration. Schedule / Shift Standard Responsibilities and Duties Own end-to-end implementation of assigned SMM clients — discovery, current-state and spend assessment, program design, policy drafting, technology configuration, testing, training, and go-live — delivered against a documented implementation plan, timeline, and defined success criteria. Serve as the single point of accountability for assigned SMM clients regardless of program phase (assess, design, implement, adopt, optimize), maintaining a current phase-based roadmap and next-best-action plan for every account in the portfolio. Build and maintain a standardized SMM implementation playbook and toolkit — project plans, intake and approval workflows, policy language, approval matrices, training curricula, and communication plans — to compress time-to-value and eliminate one-off, unrepeatable builds. Configure, test, and maintain client SMM technology environments (Cvent or equivalent), including meeting request and approval workflows, budget and expense modules, registration templates, supplier and venue sourcing tools, integrations, and user permissions. Drive meeting capture and program adoption by designing stakeholder communication and change-management campaigns, monitoring request and registration volume against the expected meeting population, and acting on leakage and non-compliant booking behavior. Extend program visibility to small and simple meetings — consistently the largest pool of untracked meetings spend — through tiered intake paths and self-service tooling scaled appropriately to meeting complexity and value. Own SMM data integrity and reporting: define data standards and taxonomy, validate meeting and spend data at the source, and produce dashboards and management information that quantify savings, cost avoidance, compliance, supplier performance, and risk exposure. Lead recurring program governance for SMM clients — operating reviews, adoption checkpoints, and policy refresh cycles — and prepare the analysis, insight, and recommendations that support Account Management-led reviews and executive reporting. Identify and execute optimization opportunities across the portfolio, including policy tightening, preferred supplier utilization, sourcing and contract consolidation, payment and reconciliation improvement, workflow automation, and adoption of AI-enabled sourcing and RFP capabilities where approved and appropriate. Ensure duty-of-care and data governance requirements are embedded in every SMM program by design — attendee data handling and privacy, attendee tracking and manifest accuracy, emergency communication protocols, and documented compliance with client policy and applicable regulation. Maintain the SMM program documentation library (policies, SOPs, process maps, configuration records, training materials, and version history), ensuring changes are controlled, communicated, and adopted. Coordinate cross-functional delivery with Sourcing, Planning, Registration, Technology, Finance, and Account Management; resolve process breakdowns at the source and escalate risk early with a clear recommended course of action. Maintain a prioritized portfolio view of all SMM implementations and program initiatives, including capacity forecasting and workload allocation across the team, so that new commitments are made against known capacity rather than assumption. Define, track, and report program-level KPIs and SLAs; proactively flag accounts trending off-plan and own the corrective action through to resolution. Coordinate cross-functional delivery with Sourcing, Planning, Registration, Technology, Finance, and Account Management; resolve process breakdowns at the source and escalate risk early with a clear recommended course of action. Leadership Responsibilities This position may have direct reports as programs scale and could be responsible for hiring, onboarding, coaching, performance management, and development planning for the SMM program support team. Allocates and rebalances work across the team on a regular cadence based on implementation phase, client priority, and available capacity; makes trade-offs and sequencing decisions explicit rather than implicit. Builds bench capability and reduces key-person dependency by cross-training the team across clients, platforms, and program phases. Models the way for employees and sets a positive example by demonstrating our core values. Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans. Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture. Required of all CTM Positions Embrace CTM’s core values of Connect, Deliver and Evolve. Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors. Ability to work independently as well as part of a team. Appropriate and professional written and verbal communication. Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests. Creative and analytical thinking with strong problem-solving and consultative skills. Demonstrates calm under pressure – is a proactive contributor and eager to learn. Proficiency in Microsoft Office Suite. Ability to do basic math. Ability to read and interpret information. Attention to detail. Regular and reliable attendance. Education and Experience Bachelor's degree in business, travel, operations or a related field or relevant experience. Minimum of 10 years of progressive experience in travel management company operations, including at least 5 years in a senior operational leadership role managing leaders and multi-functional teams. Experience managing global projects and service delivery across multiple regions, ensuring consistent execution, operational efficiency and alignment with business objectives. Demonstrated experience leading large-scale operational change, process improvement, technology adoption and multi-site or remote teams. Strong commercial and financial acumen, including experience with budgets, forecasts, productivity management and profit improvement. Knowledge, Skills, and Abilities Advanced MS Office skills (Outlook, Excel, Word), accounting basics, and basic statistical knowledge required. Ability to strategize with exposure to global operations Excellent people skills to enable interaction with internal departments, Account Management, Sales, and customers. Strategic and operational leadership with the ability to convert business objectives into actionable plans and measurable results. Demonstrated success developing and implementing efficient business processes, service models and change initiatives across multiple locations. Strong customer focus and deep understanding of the corporate travel industry. Ability to analyze operational, financial and productivity data and make sound, data-driven decisions. Strong interpersonal, presentation and communication skills, with the ability to build relationships and influence at all levels. Instills a sense of urgency related to exceeding customer expectations Must be able to analyze data such as agent productivity reports in order to achieve results. Ability to deal with problems involving several concrete variables in standardized situations. EEO Statement CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law. If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone. Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual. Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices. BENEFITS PROGRAM We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life. ♥ Company Paid Basic Life & AD&D Insurance ⏳ Company Paid Short-Term Disability ⌛Voluntary Long-Term Disability Insurance 🏅 Robust Wellness Program with incentives available to save money on your medical insurance premiums. ⛑ Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage 🩺Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan. 💲 Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan. 💰 Flexible Spending Accounts 🐣 Dependent Care Savings Account. 🦷 Dental Insurance Plan 👓 Vision Insurance Plan 🎊 9 Company Paid Holidays including the day after Thanksgiving. 📅 Generous paid time off programs for vacation and sick days 🤝 Employee Assistance Plan with access to Talk Space Therapy 👨‍👩‍👧‍👦 Family Medical Leave 👶 Paid Parental Leave (4 weeks) 🤱 Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time. 💕 Bereavement Leave 💵 401(k) Retirement Plan with a generous match per pay period 🎓 Student Loan Payment Match #LI-MD1 Pay Range USD $95,000.00 - USD $125,000.00 /Yr.