Description
As a Destination Program Manager (DPM), you will be at the forefront of ensuring unparalleled satisfaction for our global mobility clients. Your role involves overseeing Destination Services programs from inception to completion, collaborating with various stakeholders to deliver exceptional experiences to relocating individuals. You will be a key liaison between Relocation Management Companies, client HR contacts, assignees, destination services consultants, and our internal team to uphold the highest service delivery standards.
This hybrid role requires two days per week of on-site work at our office located in the Northwest Chicago Suburbs.
Requirements
Responsibilities:
• Lead all aspects of destination services programs, ensuring seamless execution from client initiation to program closure.
• Foster effective communication and collaboration internally across departments, including destination services, management, administration, global client solutions, as well as externally with clients and destination consultants.
• Identify and engage destination consultants from our network, negotiating premium rates where necessary to optimize service quality and value.
• Initiate, monitor, and update programs using our program management system, Relolink, to maintain real-time oversight and efficient program management.
• Maintain active engagement with program stakeholders, providing timely support, guidance, and coaching to destination consultants in the field.
• Proactively address service issues, offering innovative solutions and escalating as needed while ensuring thorough reporting to our Quality team.
• Ensure accurate and timely invoicing, collaborating closely with the accounting team to streamline financial processes.
• Uphold the highest levels of customer satisfaction, fostering long-term client relationships and driving repeat business.
Qualifications:
General:
• Proven experience in relocation, demonstrating exceptional interpersonal, verbal, and written communication skills.
• Highly organized and able to manage a high volume of emails and tasks efficiently.
• A collaborative team player committed to delivering superior customer service.
• Proficient in Office 365 tools (Outlook, Word, Excel, PowerPoint, Teams) and adaptable to learning new technologies, including Relolink.
• Meticulous attention to detail with a proactive approach to problem-solving and continuous improvement.
• Ability to thrive in a fast-paced environment, effectively managing multiple priorities and deadlines.
• Previous international living or working experience is a plus.
Educational:
• Bachelor’s degree or higher.
• Certification in relocation industry (e.g., GMS, CRP, MIM) is a plus.
• Minimum of 2 years of experience in a professional business environment.
• Proficiency in a foreign language is strongly desired.
Performance Measures:
Maintain a 4-hour response time to client new program initiations and a 1-business day response to all other emails.
Achieve a 2-hour response time to emergencies or client service delivery complaints, with a target of <2%
Target as score of 4.5 on the assignee evaluations
Maintain superior annual client satisfaction rate.
Skills Required
- Proven experience in relocation
- Exceptional interpersonal, verbal, and written communication skills
- Strong organization and ability to manage high volumes of emails and tasks
- Collaborative approach and commitment to superior customer service
- Proficiency in Microsoft Office 365 tools, including Outlook, Word, Excel, PowerPoint, and Teams
- Ability to learn new technologies, including A Pro
- Attention to detail and proactive problem-solving skills
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Bachelor's degree or higher
- Minimum of two years of experience in a professional business environment
- International living or working experience
- Relocation industry certification such as GMS, CRP, or MIM
- Proficiency in a foreign language
What We Do
International Orientation Resources, Inc., operating as IOR Global, provides Importer and Exporter of Record services, trade compliance, and global supply chain support to help businesses expand internationally. They also offer services related to cross-cultural orientation and professional development for international students and professionals.
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