Suja Menon

Product Manager Key Deliverables -

• Work with Reed & Mackay’s product development team and external suppliers in identifying, testing, and implementing system workflow enhancements.
• Provide technical support, Product knowledge and guidance to APAC region - Operations, Sales, & CRM.
• Document user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Review sales, customer concerns, and new opportunities to drive business strategy and prioritize roadmap in order to achieve product goals and metrics.
• Developed training videos on product enhancements and OBT workflows for easy client access and communication to internal teams.

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Implementation Manager Key Deliverables -

• Ensure seamless onboarding experience for our APAC corporate customers through clear lines of communication and project timelines, well documented processes and rigorous attention to detail in accordance with Reed and Mackay global onboarding standards.
• Contribute to achieving & maintaining departmental CSAT score of 80% + and NPS of 50+
• Collaborate with all stake holders- client, internal teams, 3rd party suppliers to ensure content, policies, products and workflow processes are implemented as outlined and agreed in scope of work.
• Set-up and manage PNR acquisition for both R&M Partner network and 3rd Party suppliers such as ISOS, Crisis24 and others based on client requirements.
• Manage all aspects of Client Profile management, on Reed and Mackay internal systems, GDS, and 3rd party systems in accordance with regional and corporate specifications.
• Maintain and supervise reporting and data hand off processes for all global accounts as per agreed SLA.
• Identify client requirements and recommend most appropriate solutions which are mutually beneficial for company and client.

• Led Sabre 360 transformation for 1400 BU’s across UAE market.
• Drove team revenue totals by $1M setting up new accounts like Petrofac, Transguard, RedKnee, BakerMckenzie, Bvlgari on GetThere - OBT
• Developed and delivered engaging product sales presentations to effectively demonstrate product features and competitive advantages.
• Provide effective solutions after identifying client requirements and gaps through scoping studies to maximise agency productivity and revenue.
• Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance product offerings
• Devised and implemented product strategies for filling market gaps and anticipate changes which may have impact on business growth.
• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Served as liaison for corporate accounts, TMC's and referred prospects for inquiries, issues, order management, post-sales follow-up and customer relations, creating strong value proposition and clear return of investment
• Manage and coordinate product billing with Finance and Account management, for validation of charges against customer contracts.

• Conducted over 1000+ training sessions in areas of GDS, and Soft skills
• Collaborated closely with Business development and Sales, Operations and Product teams to design and implement their market training needs, both in U.A.E and outstations.
• Suggested improvements and development plans through specifically designed Training modules in line with product enhancements, staff performances, and market trends.
• Research, design, develop, produce training material and conduct trainings on various soft skills and Sabre system courses.
• Carried out full implementation of customer cutover projects, facilitating onsite trainings before and after cutover, undertaking floor walking scheduling to ensure smooth progression.
• Conducted Train the Trainer workshops for Carlson Wagonlit – South Africa, and Sabre – Mauritius Team.

• Achieved high customer satisfaction managing over 75 customer calls per day with prompt problem resolution, and recommending solutions for Galileo Emirates products.
• Identified and reported functional deficiencies of Galileo system and potential enhancements from operational/user perspective..
• Have formulated detailed functional documents, test plans and analysing reports, interpreting and evaluating data to make required action plans and process improvements.
• In-charge of Configurator queries, Agency Accounting Table and Airline Debit Memo’s for UAE and outstation market.

• Led team to work in sync within corporate parameters & motivate them to achieve business and individual goals.
• Conducted Performance Matters (PM) Reviews for Team members, ensuring that Objectives and Development plans are clearly defined.
• Ensured all customer complaints were promptly investigated and recommendations for any corrective action was forwarded to Line Manager.
• Plan efficient rosters to comprehensively cover office timings keeping in line with language requirements and peak call periods.
• Provide on-job training to new joiners and conduct briefings to update team on operational changes, promotions, changes in airline trends, new products and services.
• Instrumental in maintaining and servicing challenging Corporate Travel Accounts doubling revenue from 3 million to 6 million with proactive upsell and service oriented approach.