Client Relations Executive

Client Relations Executive (US-based)

Line Manager:
Client Experience Manager

Location:

New York

Position Type:
Permanent, full-time, remote with in person get togethers

Founded in 2005 by three friends who wanted to disrupt the luxury travel industry, Black Tomato was created to guide, inspire and create remarkable travel experiences that are tailored to the precise needs of their clients. Since launching, the Black Tomato team has grown to become one of the world’s most celebrated luxury travel and lifestyle brands, with the likes of Forbes naming them ‘The World’s Hottest Luxury Travel Company’.

We’re on the lookout for a budding Client Relations Executive to join our multi-award-winning team, to help us offer a best-in‑class service, as well as building relationships with our clients and generating future enquiries. We are looking for someone who is passionate about client experience and putting our clients at the heart of everything they do. Someone who’s solutions orientated, who’ll bring ideas, creativity, and ability to effectively manage their own workload.

Someone that loves travel and loves building relationships with clients. You will work closely within the Client Experience Team and Sales and Operations Teams to deliver excellent service to our clients. We want a confident individual who is good at listening and communicating with UHNW clients. You will be responsible for listening and downloading all feedback from returning clients, enabling us to improve our product and service and onboarding any personal travel preferences and requirements, ensuring we’re able to tailor and personalise all future trips they may take with us.

Your goal will be to develop a good rapport with our clients’, be attentive to their wants and needs and identify how Black Tomato can best resolve any issues that are raised, proactively suggesting solutions to improve and evolve our service offering in the longer term. You will also assist in lead generation and developing our clients’ bucket list off the back of these direct conversations and will be responsible for pro‑actively following up at the right time with tailored future trip inspiration, with the goal of regularly engaging with our clients to drive repeat business and a greater share of their travel wallet.

• Champion for delivering remarkable service to our clients within Black Tomato.
• Responsible for proactive client outreach to gather post trip feedback via appropriate means including direct phone and video calls and capturing this within our Post Travel Questionnaire.
• Proactively following up on all feedback directly with the clients and ensuring all is acted upon in an efficient manner to deliver a positive client experience.
• Confidently dealing with client complaints and post trip resolution, ensuring a positive experience for all clients upon return from travel.
• Gathering and recording client feedback details within our CRM system, to enable heightened client understanding and personalisation on all future trips.
• Ensure relevant feedback is relayed to the wider team – including the Travel Experts and Product Team so that we can feedback directly to our partners on the ground in each country.
• Lead generation – pro-actively reaching out to our clients with tailored inspiration to inspire them for their next trip.
• To engage and remain front of mind when they are dreaming of their next trip and spark their next enquiry with Black Tomato.
• Reviewing and responding to all Trustpilot and Google reviews from our clients and proactively requesting reviews from clients upon return from their trip.
• You will be responsible for collating our client’s feedback statistics and trends within monthly reporting.
• Yo…