Client Experience Manager

RESPONSIBILITIES

• Becomes trip owner for all trips once they enter the “reconfirmation stage.” This includes, but is not limited to:
• Combing through itineraries to collect missing details and ensuring that all client requests and preferences (established in planning process and as written on client forms) are completed to client’s satisfaction and shared with relevant parties. 
• Leading all necessary correspondence with clients & suppliers, including managing any and all changes or problems/issues that occur ahead of client departure, as well as the drafting & sending of reconfirmations emails.

• Selecting, purchasing and shipping all client gifts.

• Liaising with Content Manager to draft welcome notes.

• Drafting and sending all final itineraries to clients and establishing self as point of contact whilst client is traveling.

  • Monitors client travel and acts as client’s direct point of contact during their travel.

• Monitors all client flights.

• Creates escalation protocol to resolve client issues and emergencies (this includes but is not limited to flight delays/cancellations, inclement weather, pending strikes, natural disasters, political unrest, client dissatisfaction & itinerary changes).

• Resolves client problems in real time, independently of assistance from others.

• Proactively analyzes trends in travel incidents, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented.

  • Establishes customer-first culture; goes above and beyond to ensure customer satisfaction and retention.

• Creates online survey to share with clients to obtain feedback on quality of service and planning experience.

• Reaches out to suppliers for detailed briefing on a client’s trip progress and preferences on the ground and informs and/or updates management and peers on relevant information in a timely manner.

• Adds relevant information to CRM.

• Monitors daily HotSpots news and shares updates with Planning Team as necessary.

  • Conducts annual review of quality assurance processes with eye toward continuous improvement and scalability.

• Amends process to fit with new CRM capabilities.

• Learns and uses tools including Salesforce, InDesign and Sabre

• Attends in-office meetings and evening events

Please send your updated resume and salary requirements to [email protected]