CTM Career Pathways: Nicky Marshall

From Travel Consultant to Head of National Support

If you have a passion for working smarter – not harder, diving efficiencies, optimizing output through automation, and improving workflows – perhaps a career in Operations is for you. Meet Nicky Marshall, CTM’s Head of National Support. Her CTM career pathway might be the one you had always dreamed of.

 

Nicky’s CTM Career Pathway – Snapshot

• 2010 – Travel Consultant
• 2012 – Operations Team Manager
• 2013 – Head of Operations – NSW
• 2015 – Head of National Support AU/NZ

What attracted you to join the travel industry?

I think like most of us that joined the industry it was from a love of travel. There is also a very social side to the industry, so back in my 20s this was very appealing to me as a great way to meet new people and network with like-minded individuals.

There are many companies in the travel industry you could work for, so why did you choose CTM?

CTM was not my first role in the industry, however through a connection who spoke very highly of CTM’s fun and positive work culture, I was interested to learn more. You spend a lot of your time at work, so I believe it is important to be happy not just personally, but also professionally and the culture of a company has a lot to do with that.

A role for a Travel Consultant presented itself in 2010 which I was successful in securing and have been at CTM ever since. I have had a few opportunities at CTM, but the longest tenure is my current position – Head of National Support AU/NZ which I love.

You mentioned the importance of company culture. What do you enjoy most about the CTM culture and why?

I have been with the business for 13 years which says a lot in itself. I love the people I work with and all my colleagues across the business. I enjoy the autonomy CTM provides me to make decisions and the work-hard-play-hard spirit amongst us all.

What qualifications and / or experience did you need to fulfill your roles at CTM?

It was work experience as a Travel Consultant for another travel management company that assisted me in securing my first role with CTM. Whilst I do hold a degree, those studies were not relevant to the job. For anyone that doesn’t have experience, you can certainly do courses or even apply for CTM’s Travel Academy to get the skills and knowledge required.

You have had a long career in operations. What is it about operations that you enjoy?

In some ways I consider the field of operations to be the backbone of a business. Without effective workflows, procedures, automation, and productivity, you wouldn’t have output or happy customers. Working in operations is rewarding to me. If there is a better way of doing something, I will find it. I love working on special projects and implementations. No day is ever the same and there is so much variety in the work that I have completed over the years.

Have you been involved in any employee initiatives during your career at CTM? How have they impacted your experience?

I have been very fortunate to have won a CTM All Stars Award and have also been nominated several times over the years. These awards are peer-nominated – so knowing that your team and colleagues think highly enough of your work to submit a nomination is very motivational and rewarding to me. It inspires you to achieve even bigger and better things each year and also inspires me to ensure I also nominate my peers who are also high achievers.

What has been your most valuable learning experience at CTM and why?

I have learned to embrace opportunities and put myself out there for different roles that appeal to me and seek to learn new areas of the business where I can. There is nothing gained in sitting still. Doors will continue to open for those that seek to challenge themselves.

What opportunities have you received that have significantly impacted your career progression at CTM?

On two occasions I was provided with an opportunity to step into more senior roles via a secondment. Secondments are great because it provides a “try before you buy” type scenario. For me, I enjoyed both opportunities and I learned a lot from stepping up and ultimately the experience allowed me to move into more leadership roles.

What have you discovered about working in the travel industry?

One thing that has always been consistent is that travel people are good fun and open-minded. I think a lot of that has to do with the fact most are well-traveled and that makes for a really interesting workplace.

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

Sometimes there is a perception that travel companies are just call centers, but I am here to say there is so much more to business travel than answering phone calls and facilitating bookings. Connect with people already working in the business. Ask them about their role and what an average day looks like for them. Take the time to learn about the business and discover what career paths or current opportunities are available. There might just be roles you didn’t even know existed in travel.

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

Autonomous, fast-paced, technology and fun!