[Hiring] ERM Director, Commercial Customer and Success @BCD

Role Description

The Global ERM Business Success Director is accountable for customer success, business growth, and strategic account development across the ERM vertical. The role combines customer relationship management, operational performance oversight, commercial expansion, and business development to ensure customers achieve measurable business outcomes while driving profitable growth for BCD Travel's global ERM business. The position serves as the primary sponsor for customer value realization and acts as a strategic partner to Sales, Operations, Product, and Technology teams in expanding ERM's market presence and revenue growth.

• Monitor customer health metrics and proactively identify opportunities and risks
• Provide oversight to pricing for retention and new business activities
• Serve as the executive sponsor for strategic customer relationships
• Work with sales to develop commercial strategies in response to proposals, by compiling required tender documentation, ensuring deals are delivering company value, driving competitive pricing, negotiating with customers, and finalizing contracts
• Identify, alongside relevant teams, the best solutions to meet customer demands by leveraging the ERM and BCD technology platform
• Collaborate with cross-functional teams to design innovative customer solutions for ERM while optimizing technical, economic, financial, and contractual aspects to create winning proposals

Qualifications

• Extensive business travel experience in the ERM vertical
• Prior experience in a client-facing customer success, change management, consulting or business development role
• Strong ability to comprehend and communicate data-driven suggestions and outcomes
• Proven strength in strategic thinking, developing business plans and driving results
• Experience with travel industry technologies, digital shopping and payment solutions
• Thorough knowledge of business travel management and supplier landscape

Benefits

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Work at the forefront of travel technology and help shape the future of business travel
• 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
• Work From Anywhere opportunity for 60 days per year

Company Description

BCD Travel creates connections that move people and ideas forward. Through open technology and trusted human expertise, we help companies and people navigate change, simplify complexity and make confident decisions about how and when they travel. Our intuitive digital experiences for every stakeholder power journeys that fuel success and drive progress. With 15,000+ dedicated team members serving clients in 170+ countries, BCD is shaping a more sustainable future for business travel. Industry-leading meetings and events management and a global consultancy complete our suite of solutions and services. In 2025, BCD achieved $24.4 billion in sales.