CTM Career Pathways: Karen McGilvray

Finding the right company culture opens doors 

Sometimes it takes the right company with the right culture for your travel career to flourish and grow in the right direction. If you are just starting in the travel industry, or you’re looking to work for a company where your ideas will be heard, you’re empowered to perform, and have autonomy in your role; let Karen’s story inspire you.

 

Karen’s CTM Career Pathway – Snapshot

• 2007 – Client Value Manager, Queensland
• 2015 – Head of Account Management, Queensland
• 2017 – Senior Vice President & General Manager Pacific Region, USA
• 2022 – General Manager, NSW/ACT

Why did you join the travel industry?

I had a family friend that was a Travel Agent which I always thought was an interesting and fun profession, helping people piece together their desired holidays. There was just something so appealing about the industry; it never seemed dull and had so many moving parts to it. Once I finished school, I enrolled myself in an Associate Diploma in Travel and never looked back.

You have had a long tenure at CTM. What was it about the business that made you hit “apply”?

I had already been working in the industry for several years when I was ready to make a change and find a new opportunity that would allow me to think for myself and be more proactive within a role. That is where CTM came in. The culture of the CTM business opened more doors to work collaboratively with other managers and be ‘seen’ as part of the business and not just a number.

What is it about the CTM culture that you love and why?

The people and the empowerment! CTM encourages you to do things differently and I love that.

In my first year at CTM, our Managing Director explained that at CTM employees are empowered to get the job done – where they can be autonomous and encouraged to have an entrepreneurial spirit. Just because we have always done something a certain way doesn’t mean there is not a better way of doing it, and if there is we should be open to trying something new.

How has the culture influenced your performance at CTM?

During my 7 years as a Client Value Manager, it allowed me to be proactive and strategic in my approach to client relationship management – whether that be looking at new and innovative ways to expand those business relationships as well as sharing new technology to enhance the booking experience. I felt empowered to perform in my role, which resulted in me winning a CTM All Stars award in 2012 and 2014.

Moving to the US to take on the role of Senior Vice President & General Manager Pacific Region – USA was a great opportunity to share the CTM culture with a new office in a new location. To be able to mentor and support the regional Operations, Sales, and Account Management leaders and employees for the Pacific Region gave me a lot of joy. I wanted to be able to encourage that entrepreneurial spirit that CTM embraces so others could experience the same autonomy and empowerment I did.

What has been your career highlight at CTM?

There has been more than one career highlight for me which is a great thing to be able to say and they are all related to reward and recognition.

• Received multiple nominations for CTM All-Stars and won in 2012 and 2014.
• Selected to be included in the High-Potential Program (HiPo) which has allowed me to move into new roles.
• Involved with the 2012 development of the CTM Values at the CTM All Stars in Paris.
• Awarded the Young Executive of the Year via The Association of Travel Management Companies (ATMC) in 2015.

What has been your favorite travel experience at CTM and why?

Whilst I have certainly traveled a lot over the years for business purposes, my favorite experience was when I traveled based on business reward. In 2012 I was a CTM All Stars award winner and the destination for the winners’ trip was Paris. It was simply amazing! Our Event Travel Management brand (ETM) was outstanding in arranging many wonderful experiences for us, from dinner in an underground club, to climbing the Eiffel Tower, to a segway tour of Paris. I will remember that trip for a lifetime.

What advice would you give to others considering joining CTM or thinking of changing their career direction?

It is a rewarding career where you can build strong long-term relationships with your clients and colleagues and sometimes those turn into life-long friendships.  There are opportunities to see the world depending on your role and career path, and its wonderful to be able to share those experiences in your day-to-day job. CTM is a world of opportunity and possibilities for those that are ready.

In 5 words or less, how would you describe your CTM employee experience?

Empowered, supported, inclusive, and exciting.