CTM Career Pathways: Nicky Leung

The strategic partnership pro for customer success

Do you have a flair for forging strong business partnerships and delivering exceptional results in customer-facing roles?  Meet Nicky Leung – his exceptional communication and interpersonal skills, and ability to build relationships and foster trust, have enabled him to establish productive partnerships with customers and colleagues alike. His passion for helping customers and his ability to motivate and mentor teams have been key factors in his CTM success story.

Are you ready for a new challenge or seeking a change? Read Nicky’s career pathway, it could be the journey you are looking for.

Nicky’s CTM Career Pathway – Snapshot

• 2018 – Regional Client Value Manager
• 2019 – Head of Client Value Management – Hong Kong
• 2022 – Head of Business Analysis & Solutions

Tell us about what attracted you to the travel industry and CTM?

I love that travel exposes you to different cultures and travel behaviors – I find it interesting. Before joining CTM I was working in the corporate travel industry and had experience in Account Management and operations. I was seeking a company change and CTM appealed to me as a multinational company that had a regional office in Hong Kong which was an ideal fit for me.

The roles you have held at CTM are customer-centric. What do you enjoy so much about these types of roles?

The opportunity to build and maintain relationships with a diverse range of clients is something I enjoy. You get to learn a lot about other how other industries operate which is not something other areas of the business get to do, so I consider this a bonus. Once you understand their business, the reason for travel becomes clear.

I enjoy helping clients to deliver results-driven travel programs that deliver on company goals and ROI. The art of “listening” is an underrated skill, but something I feel I do well and is such a big part of any Sales or Account Management role to deliver on what the customer needs. Within my management roles, the opportunity to mentor employees has provided me with a lot of joy to see my team kick goals, while contributing to the company’s growth and success.

What do you enjoy most about the CTM culture and why?

It is a culture of empowerment. There are loads of opportunities for those that seek them and encouragement for continued learning in different areas of the business.

Have you been involved in any CTM employee initiatives during your CTM journey, such as CTM All Star Awards, CTM Star Awards, HiPo? If so, please explain how these initiatives have impacted your career development and employee experience?

Yes.  I was honored to be awarded a CTM All Star award in 2019 for my role as Client Value Manager in Asia. This award was the encouragement and confidence I needed at the time to go to the next level.

Have you had the opportunity to travel in your role(s) at CTM? If so, what has been your favourite travel experience and why?

Attending the CTM Sales Conference was a real highlight for me. It provided the perfect opportunity to network with my colleagues from across the globe, sharing insights and knowledge.  It was a lot of fun and so great to see everyone face to face.

CTM offers several employee benefits. What is your most valued one, and why?

I value our hybrid working environment the most. Having the flexibility to work from home on select days assists my work-life balance immensely.

What advice would you give to others considering joining CTM, or considering a change of career direction?

You can join CTM confidently knowing that it is a business that provides employees opportunities, gives recognition where credit is due, and offers flexibility to allow for work-life balance.

What are you most looking forward to in the year ahead at work?

I am looking forward to working closely with my team to deliver on our goals and ensure they are getting the continued support they need to develop their skill set. It is going to be a year of great results.

In no more than 5 words, how would you describe your CTM employee experience?

Empowering and flexible.