Private - Private Manager

Role Purpose

Taking ownership and accountability for a dedicated pool of Scott Dunn Private members, the Private Travel Manager will work as part of the Scott Dunn Private team and be the go-to for their selected book of members who have been invited or referred to join the exclusive membership which requires a minimum spend each year and commands a meticulous level of service.

The Private Travel Manager will build a personal relationship of trust with their members, inspire them with travel stories meaningful to them so that they can travel map their members diary and then execute unrivalled travel experiences seamlessly. The Private Travel Manager will have access to Scott Dunn’s expert network of award winning, destination champions, an assistant, an incredible supplier network and other supporting functions across the business to ensure their member experiences the very pinnacle of Scott Dunn’s service.

• Meet and onboard new members into Scott Dunn Private
• Build strong relationships with your own portfolio of members
• Gain new referrals from your satisfied and engaged members
• To develop a personalised contact plan for each member, leading to enquiry generation, retention, and growth in booking numbers per member
• Represent Scott Dunn Private at both member-only and industry wide events
• Capturing all member personal preferences in Scott Dunn’s systems that will be effectively referred to and updated at all future touch points to use to finesse your personalised approach
• Take full ownership of all aspects of selling and booking a member’s holiday, including written and verbal quotations and holiday documentation, often in conjunction with a destination expert
• Collaborate with our product team where gaps in the portfolio may exist to fulfil all of the members travel needs
• Accounting for costs and margins on each booking in line with guidelines
• Signing off all travel documentation within specified time frames
• Ensure plans are in place for travelling members supported through Scott Dunn’s out of hours cover but stepping in where required
• Acting on any feedback or complaint swiftly to ensure a great member experience and leading on recovery solutions with the support of the Guest Relations team
• To work to targets and meet individual Key Performance Indicators
• Maintain an NPS score of above 80 through exceeding service expectations
• Training colleagues with knowledge gained from areas visited and supporting the wider Scott Dunn Private team with knowledge sharing, taking a team approach to bookings across the Scott Dunn Private team when required and to support in the absence of colleagues
• Ensure every itinerary is hyper-bespoke and tailors perfectly to the members’ needs meaning we are always being ‘inspiring’
• Conducting familiarisation trips abroad and presenting back to teams whilst always identifying new potential product opportunities to excite our members
• Collaborate with the destination managers to understand the contact list of our key products to create Wow moments for the members
• To support all marketing and product including brochure production, website management, email campaigns, PR and frequent promotional events as required
• Collaborate with the international Scott Dunn offices to support Scott Dunn Private members internationally
• Proven track record in luxury travel sales
• Excellent proven relationship management skills
• Sales driven with focus on delivering an exceptional service level
• Extensive experience working with UHNWIs
• Impressive interpersonal skills complimented by an articulate communicate style and eye for detail
• A passion for being ‘in the detail’, in the know’ and ‘inspiring’

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We…