Global travel management firm CWT has appointed Maura Geertsma as vice president of its Center of Excellence, a global initiative designed to strengthen client retention and improve satisfaction rates, the TMC announced on Thursday.
CWT chief customer officer Nick Vournakis said Geertsma’s appointment “formalises” the TMC’s focus on client retention and will serve to “further underpin valued customer relationships”.
The company has secured more than US$7 billion in new client business over the last five years, while maintaining an average existing client retention rate of more 96 per cent and a 61 per cent implementation NPS positive score.
Currently based in Singapore, Geertsma, a Dutch national, plans to relocate to Amsterdam later this year and will be tasked with developing the centre across the company’s key markets.
A 25-year travel industry veteran and life coach, Geertsma has held senior leadership positions with BCD Travel where she held numerous SVP roles, Gopass Global, and Partnership Travel Consulting. She held an advisory role with ACTE (the Association of Corporate Travel Executives), was a Sustainability Committee advisor to GBTA (the Global Business Travel Association), and is a former managing director of cloud sales, service and marketing specialist, Destined.