CTM Career Pathways: Scott Ward

From Travel Consultant to Chief Operating Officer 

Where you start is not where you finish and a love of travel may be all that you need to kick off a long and rewarding career in the travel industry. Let Scott Ward’s story inspire those with curious minds, and a hunger to learn. A supportive environment where he says “there are plenty of open ears for those with great ideas” – CTM is ready to welcome you.

Scott’s CTM Career Pathway – Snapshot

• 2011 – Head of Client Management, QLD
• 2013 – General Manager, VIC
• 2017 – Global Head of Partnerships
• 2021 – Global Chief Partnerships Officer
• 2022 – Chief Operating Officer, AU/NZ

Where did your love of travel and interest to join the industry come from?

I spent several years traveling and working abroad; it was my love of traveling and exploring new destinations that attracted me to working in the travel industry. One of the things I loved about traveling was meeting and interacting with people from other cultures. No matter if you are traveling for work or leisure, the experience is always enriching, and it provides life experiences that money can’t buy. The “buzz” and excitement of travel is what led me to kick off my travel career as a Travel Consultant.

You had already worked in the travel industry for 7 years before commencing at CTM.  What attracted you to join the business?

A company culture that aligns with my values is undoubtedly a non-negotiable for me. CTM presented itself as a dynamic and progressive business and the “word on the street” was that its culture and people were amazing. These value propositions were big ticks in my list for a new career pathway, so when the opportunity to apply for the role of Head of Client Management – QLD presented itself, I put my best foot forward and 10+ years later I am still growing and learning in the business.

The thing I enjoy most about the CTM culture is the comradery that flows from the top down. To me, there has always been a “sleeves-rolled-up” mentality that everyone is invested in getting the same outcome; and anyone can ask a question of anyone, from the Global Managing Director down. The door is always open for a conversation, and everyone is always ready to lend a hand to get a good outcome.

Your career pathway has seen in you in a variety of management positions. Did you need any specific qualifications to achieve these roles, or have you acquired any during your tenure?

While I already held a degree, I did not need any formal qualifications to fulfil any of my roles whilst at CTM. However, one of the amazing opportunities provided to me by CTM was to complete my MBA. This is something I will be eternally grateful for. It certainly proved to be a busy time for me, but challenges aside, I am happy to say I completed my MBA while working full-time at CTM!

What has been your career highlight at CTM?

This is a hard one because for me there have been so many –  which in itself says something about how great CTM is. If I had to choose one, I would probably say it was the success enjoyed whilst managing the Victorian CTM office. During my tenure as General Manager, I was able to build an outstanding team of people and it was truly gratifying to see the success everyone enjoyed in that office as we exponentially grew the size of the business, adding new lines of business through loyalty and leisure brands and watched our customer satisfaction ratings hit truly remarkable levels.

CTM provides many employee initiatives such as the CTM All Star Awards, CTM Star Awards and the HiPo Program which all aim to reward, recognise and allow employees to grow and learn. Which initiative has had an impact on your career development and experience at CTM?

I was fortunate enough to be a member of the original High-Potential Program (HiPo) group. One of the main ways this impacted my career was it exposed me to more granular parts of the business and people that I would not usually have had interaction with. The projects that the HiPo Program undertake are a great way to understand the CTM business more holistically, build up a cross-functional network and also achieve great outcomes for CTM.

Everyone loves employee benefits. Which CTM employee benefit is your favourite and why?

The Health and Lifestyle Rebate benefit is number one for me. Getting some money back to cover some of the cost of new running shoes or my gym membership – yes, please!

You have had the opportunity to travel in your roles at CTM. Tell us about your favorite travel experience.

I think my favorite travel experience with CTM to date would be participating in a digital-based treasure hunt through central London using Black Cabs that were exclusively booked for our use. This was a great way to see, explore and learn more about some of the famous landmarks around London as teams rushed around to finish first and competed against each other via digital interaction during the hunt.

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

I would encourage you to take the opportunity and seize it with both hands, never let yourself be limited. CTM provides a great culture and is continually evolving and looking for innovation and never settling for the status quo. So if you do come on board, always be curious and always be solutions-focused because there are plenty of open ears for those who have great ideas.