About the Role
Join IQVIA’s global Concierge Travel Services (ICTS) team, delivering a high-touch, “VIP” service for corporate travel and events. This role is responsible for managing complex global travel arrangements, designing seamless itineraries, and acting as a trusted advisor to deliver exceptional traveller experiences across IQVIA and non-IQVIA employees. This role requires exceptional organisational skills, industry expertise, and a passion for travel and service excellence
Key Responsibilities
Coordinate complex, global travel arrangements including flights, accommodation, and ground transportation.
Design seamless, end-to-end itineraries incorporating dining, experiences, and activities.
Gather traveller preferences to deliver personalised, tailored recommendations.
Act as a trusted advisor, providing informed and insightful recommendations to optimise the traveller experience.
Ensure all bookings align with budgets, client expectations, and company policies.
Deliver a premium, high-touch service across all channels (chat, phone, email, video call, SMS/WhatsApp).
Respond to customer enquiries in line with defined SLA expectations and service standards.
Provide detailed itineraries and proactive, real-time travel support.
Manage travel disruptions, including rebooking, cancellations, and emergencies.
Build and maintain strong relationships with clients, vendors, and internal stakeholders.
Provide regular updates to stakeholders on performance, service delivery, and operational processes.
Participate in and lead team meetings to stay aligned on new products, supplier updates, and industry developments.
Demonstrate ownership and accountability, taking pride in delivering high-quality service outcomes.
Lead group travel engagements, including hosting kick-off calls and acting as the primary point of contact.
Identify opportunities to cross-sell and upsell ICTS services.
Develop strong internal relationships by understanding IQVIA’s structure, stakeholders, and business areas.
Ensure full compliance with pharmaceutical regulations and internal governance policies.
Track travel spend and maintain accurate records and vendor databases.
Utilise tools such as Freshdesk/Zendesk/outlook (Email tools), Microsoft Teams, and Microsoft Office Suite (Excel, Word, PowerPoint).
Qualifications & Skills
Required:
Minimum 5 years’ experience in a corporate Travel Management Company (TMC environment), with extensive global industry experience.
Strong proficiency in GDS platforms (Sabre and/or Amadeus) and NDC, including ticketing, reissues, voids, cancellations, EMD/MCO issuance and reissuance, and PNR management.
In-depth knowledge of complex itineraries, global airfares, and fare construction (nett fares, IT fares, route deals, corporate negotiated fares).
Proven experience in global servicing across multiple regions, time zones, and points of sale.
Advanced English (written and verbal); additional languages are advantageous.
Empathetic, professional, and highly effective communicator with strong interpersonal skills.
Strong ability to multitask, prioritise, and respond to urgent matters with speed and accuracy.
Capable of working independently with minimal supervision, demonstrating initiative and accountability.
Excellent problem-solving and critical thinking skills, with the ability to manage multiple priorities simultaneously.
Proven ability to manage travel disruptions and complex situations calmly and efficiently.
Experience delivering VIP or high-touch concierge services.
Preferred:
Experience in Meetings & Events (cross-training available).
Knowledge of pharmaceutical travel compliance.
Familiarity with Online Booking Tools (OBT) such as Spotnana/Concur or equivalent platforms.
Additional Information
- This role may involve travel for onsite event or travel programme coordination.
- Flexibility in working hours may be required to support global operations and events.
- Strong organisational and time-management skills are essential.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.