ERM Director, Commercial Customer and Success

Bcd-e53600d2; United States; Remote; USD 136,000 - 156,000; Full time

Benefits offered by this job

Flexible working hours

Remote opportunities

Generous vacation days

Travel industry discounts

Job summary

BCD Travel is seeking an ERM Director, Commercial Customer and Success to lead customer value realization and strategic growth across the ERM vertical. This Remote role reports to the Talent Acquisition team and collaborates with Sales, Operations, Product, and Technology to expand ERM's market presence.

The role focuses on customer success, business growth, and cross-functional collaboration to deliver measurable outcomes while driving profitable growth for BCD Travel's global ERM business.

Qualifications

• Extensive business travel experience in the ERM vertical.
• Experience in a client-facing customer success, change management, consulting or business development role.
• Ability to comprehend and communicate data-driven suggestions and outcomes.
• Strategic thinking with ability to develop business plans and drive results.
• Experience with travel industry technologies, digital shopping and payment solutions.
• Thorough knowledge of business travel management and supplier landscape.

Responsibilities

• Monitor customer health metrics and identify opportunities and risks.
• Provide oversight to pricing for retention and new business activities.
• Serve as executive sponsor for strategic customer relationships.
• Collaborate with Sales to develop commercial strategies and finalizing contracts.
• Identify best solutions to meet customer demands using ERM and BCD platforms.
• Work with cross-functional teams to design innovative customer solutions and winning proposals.

Skills

ERM travel experience

Client-facing experience

Data-driven insights

Strategic thinking

Travel tech

Travel management

Job description

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ERM Director, Commercial Customer and Success

Location: US, Virtual, NOAM

Shape what's next with BCD

ERM Director, Commercial Customer and Success (Remote)

Full time, United States

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.

What You'll Do

• Monitor customer health metrics and proactively identify opportunities and risks
• Provide oversite 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

What You'll Bring

• 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

Why you’ll love working here
Join a global industry leader where curiosity drives innovation, growth is continuous, and every voice matters. At BCD, you'll have the freedom to make an impact, the support to develop your potential, and the opportunity to help shape the future of travel.

Meet BCD
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. For more information, visit www.bcdtravel.com.
Get to know us by exploring our career site and checking out our social media:

• 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

The salary range for candidates in applicable jurisdictions in the US for the position of ERM Director, Commercial Customer and Success is between $136,000 and $156,000. The actual pay depends on your skills, qualifications, experience and geographical location.

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply. We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at [e-mail].