Bjoern Murken

Bjoern Murken Barcelona, Spain • - Global Program Manger -• Bjoern LinkedIn Summary Dynamic and results-driven professional offering substantial experience in spearheading cross-functional initiatives across industries, including travel technology and corporate services. Skilled in creating and executing global customer programs in collaboration with firm management, ensuring alignment with organisational objectives. Leverage expertise in supplier negotiations, contract management, and corporate travel procedures to optimize program outcomes. Proven ability to design and execute comprehensive programs aligned with organisational objectives, ensuring measurable results and sustained growth. Excel at building strong relationships with diverse stakeholders, including C-Level executives, to foster collaboration, trust, and alignment across global operations. Well-versed in driving consistent growth by supporting account teams through customer engagement initiatives and data-driven strategies. Instrumental in utilising inclusive data to provide actionable insights, track performance against KPIs, and enhance decisionmaking processes. Demonstrate cultural intelligence and adaptability through extensive experience managing global teams across Europe, North America, and Asia. Areas of Expertise • • • Travel Management Supplier Engagement Strategic Account Management • • • Reporting & Analysis Process Improvement Program Management • • • Proactive Planning & Execution Cross-functional Collaboration MS Office Suite, JIRA, Trello Career Experience SITA for Aircraft | Barcelona, Spain Customer Program Manager May 2023 – Present Boost customer engagement and streamline workflows by spearheading strategic programs with senior leadership, resulting in measurable efficiency improvements. Transition projects seamlessly from pre-development to design and construction, achieving critical milestones ahead of schedule. Elevate customer satisfaction by innovating engagement strategies for major airline clients, driving a 5-point rise in NPS. • • Accelerated onboarding by refining processes, cutting completion time by 15%. Implemented global customer engagement model, achieving a 20% increase in positive client evaluations. HRS | Cologne, Germany Global Program Manager May 2018 – May 2023 Spearheaded global hotel programs for strategic corporate accounts, including Volkswagen Group and Allianz Insurance, enhancing service value. Delivered comprehensive SaaS implementations, integrating procurement, booking platforms, and virtual payment solutions seamlessly. Formulated program roadmaps to align with organisational goals and client needs. Identified key objectives, milestones, and KPIs to track program performance. • • Drove 7%–12% annual cost savings through negotiation of supplier agreements. Led multi-disciplinary teams on global initiatives, boosting operational efficiency by 25%. Air France KLM | London, UK Global Account Manager December 2012 - May 2018 Secured favourable corporate agreements for multinational clients in tech and automotive sectors, driving sustainable revenue growth. Fostered and fortified strong relationships with multinational clients to ensure long-term partnerships and satisfaction. Devised and implemented tailored strategies to increase revenue and achieve account growth targets. Monitored client account performance using data-driven insights. • • Developed global sales strategies, increasing annual market share growth from 4% to 15% across key portfolios. Strengthened client retention by 30% through deepening professional relationships and enhancing service delivery. Page 1|2 Air France KLM | London, UK Account Manager June 2010 – December 2012 Amplified brand presence in travel management sectors through innovative and effective marketing initiatives. Drove account growth by determining upselling and cross-selling opportunities, meeting or exceeding revenue targets. Addressed client concerns promptly and collaborate with internal teams to ensure timely and effective problem resolution. • • Customised growth strategies, delivering a 10% average annual market share increase for portfolio accounts. Maximised revenue growth by crafting and executing targeted marketing strategies across UK-based travel management companies. Additional Experience as Team Lead Customer Care Europe at Air France KLM | London, UK Education Diploma | Wholesale & External Trade Business Vocational College of Pinneberg, Germany Business Administration: Economic & Social Sciences University of Hamburg, Germany Certifications Agile Certification (In Progress) Certificate of Specialization | Leadership and Management, Harvard Business School, Online Lean Six Sigma | Black Belt Certification, Six Sigma Global Institute Languages German: Native English: Proficient Spanish: Intermediate French: Elementary Page 2|2