Senior Customer Implementation Manager – Global Travel Solutions – Remote (Canada) – brighthush

About brighthush

brighthush is a leading global travel management firm that redefines how medium and large businesses experience corporate travel. With a presence in more than 97 countries and headquarters spanning London, Brisbane, Singapore, and New York, we blend local expertise with worldwide insight to deliver bespoke travel programs that drive cost savings, compliance, and employee satisfaction. Recognised as one of the world’s top five travel management companies, brighthush has earned the World Travel Awards’ “Best Travel Management Company” title for eight consecutive years. Our culture is built on innovation, collaboration, and a relentless focus on customer success.

Why brighthush?

At brighthush, we believe that travel is more than logistics—it’s an experience that fuels creativity, connection, and growth. Our teams thrive in an environment that values diversity, equity, and inclusion, and we celebrate every milestone with vibrant events, global gatherings, and a culture that encourages learning and fun. Whether you’re a seasoned professional or an emerging talent, brighthush offers a platform where your ideas matter, your career can flourish, and you can make a tangible impact on the world of corporate travel.

Role Overview

As a Senior Customer Implementation Manager at brighthush, you will be the linchpin between our clients and our internal teams, ensuring that every new travel program is launched smoothly, on time, and with exceptional quality. You will manage the full implementation lifecycle for national and multinational accounts, coordinate cross‑functional stakeholders, and champion a customer‑centric approach that sets the stage for long‑term partnership success.

Key Responsibilities

• Lead the end‑to‑end implementation and onboarding of national and multinational clients, following brighthush’s proven implementation framework.
• Deliver a consistently high‑quality customer experience throughout each project lifecycle, ensuring that every touchpoint reflects brighthush’s commitment to excellence.
• Coordinate and facilitate implementation calls and workshops with internal teams (sales, product, technology, support) and external stakeholders (client executives, travel partners).
• Monitor project timelines, track milestones, and proactively address any deviations to keep implementations on schedule.
• Identify, document, and communicate project risks, using established risk‑management methodologies to mitigate impact.
• Maintain accurate implementation documentation, including Statements of Work, project plans, and status reports.
• Gather and validate all necessary information from clients to ensure successful project delivery, including travel policies, booking preferences, and compliance requirements.
• Support regional multinational client implementations and facilitate adoption of our online travel tools and platforms.
• Update project status and timelines in brighthush’s internal project management system, ensuring visibility for all stakeholders.
• Ensure compliance with brighthush’s implementation standards, processes, and best practices.
• Collaborate effectively with colleagues, leadership, and project stakeholders to achieve implementation objectives.
• Support User Acceptance Testing (UAT) activities, ensuring that solutions meet client expectations and functional requirements.
• Contribute to continuous improvement by conducting post‑implementation reviews and incorporating customer feedback into future enhancements.
• Promote a safe, inclusive, and accessible work environment where all brighthush employees feel welcomed, respected, and empowered to thrive.
• Perform additional duties and tasks as assigned to support the broader implementation and client success teams.

Essential Qualifications

• Minimum of 2 years’ experience in a travel implementation role or as an Implementation Manager within a global travel or technology organization.
• Deep understanding of end‑to‑end implementation processes, from discovery to go‑live.
• Proven track record of delivering complex projects on time and within scope.
• Strong project coordination and time‑management skills, with the ability to juggle multiple initiatives simultaneously.
• Excellent verbal and written communication skills, capable of articulating technical concepts to non‑technical audiences.
• Business acumen and analytical mindset, with a knack for problem‑solving and decision‑making.
• Experience working with stakeholders at multiple organizational levels, from C‑suite executives to operational teams.
• Proficiency with online booking tools and travel technology platforms is highly desirable.
• Adaptability and resilience in a fast‑moving, evolving business environment.
• Willingness to travel occasionally to client sites or regional hubs, as required.
• Reliable, high‑speed internet connectivity to support video conferencing, secure data access, and real‑time collaboration.
• Fluency in both French and English is required, reflecting the bilingual nature of our client base and supplier network.

Preferred Qualifications

• Experience within a multinational travel management firm or a global technology company.
• Knowledge of travel compliance regulations (e.g., GDS, IATA, GDPR) and industry best practices.
• Certification in project management (PMP, Prince2, or equivalent) or a related discipline.
• Background in data analytics or reporting, with the ability to translate metrics into actionable insights.
• Previous exposure to agile project management frameworks.

Skills & Competencies

• Project Leadership – Drive initiatives from concept to completion, ensuring alignment with business goals.
• Stakeholder Management – Build trust and influence across diverse teams and client organizations.
• Customer‑Centric Mindset – Prioritize client satisfaction and anticipate needs before they arise.
• Analytical Thinking – Translate complex data into clear, actionable recommendations.
• Communication – Articulate ideas clearly in both written and verbal formats.
• Adaptability – Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Collaboration – Work seamlessly with cross‑functional teams to achieve shared objectives.
• Attention to Detail – Ensure accuracy in documentation, timelines, and deliverables.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned leaders.
• Continuous learning pathways, including internal workshops, industry conferences, and online courses.
• Clear career ladders within the Implementation, Client Success, and Product teams, allowing you to transition into senior management or specialized roles.
• Global mobility options, enabling you to work across brighthush’s international hubs and broaden your cultural perspective.
• Regular performance reviews that focus on growth, skill development, and career aspirations.

Work Environment & Company Culture

brighthush fosters a culture that celebrates diversity, encourages innovation, and rewards collaboration. Our remote‑first approach means you can work from anywhere in Canada while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Digital collaboration tools (Slack, Teams, Asana) that keep communication fluid.
• Annual virtual retreats and quarterly virtual social events to build camaraderie.
• Inclusive policies that support work‑life balance, mental health, and personal well‑being.
• A commitment to accessibility, ensuring that all employees have the resources they need to succeed.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base salary range: $88,000 – $90,000 CAD per year, commensurate with experience and qualifications.
• Performance‑based bonus structure tied to client satisfaction and implementation success metrics.
• Generous paid time off, including vacation, personal days, and sick leave.
• Health, dental, and vision coverage, with options for extended benefits such as fertility and gender‑affirming care.
• Life, AD&D, critical illness, and long‑term disability insurance.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• RRSP/RPP with employer matching contributions.
• Tuition reimbursement program to support ongoing education.
• Employee Share Plan, allowing you to purchase brighthush stock with partial company match.
• Travel perks and discounts across our global network.
• Annual volunteer day and corporate social responsibility initiatives that let you give back to your community.
• Access to global career opportunities within brighthush’s portfolio of brands and businesses.

How to Apply

If you are ready to lead transformative travel implementations, elevate client experiences, and grow within a dynamic, global organization, we want to hear from you. Submit your resume and a cover letter that highlights your implementation successes and why you’re excited about joining brighthush.

For any questions about this role or the application process, please reach out to our recruitment team at [email protected]. We are committed to providing a barrier‑free hiring experience and welcome accommodation requests at any stage of the process.

Join brighthush – Where Travel Meets Innovation

At brighthush, we don’t just manage travel; we create journeys that inspire, connect, and empower. If you’re passionate about delivering exceptional customer outcomes, thrive in a fast‑paced environment, and want to be part of a company that values people above all else, this is the opportunity for you. Apply today and help shape the future of corporate travel.