Custom Specialist

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Full time Professional Pawtucket, RI, US

Collette is seeking a Custom Specialist to join our Tour Design and Delivery Team. This is preferably a hybrid role based at headquarters in Pawtucket, RI. Remote candidates with qualifiable experience will be considered.

Overview

The Custom Specialist plays an integral role in designing, managing, and executing custom tour programs from initial concept through delivery. This role is responsible for creating custom itineraries, collaborating with group leaders and internal stakeholders, and ensuring seamless execution of customized travel experiences. The position requires strong leadership, problem-solving, and customer service skills to proactively address challenges and deliver exceptional guest experiences.

Primary Functions:

• Design and develop custom tour itineraries through detailed research of destinations, routing, and inclusions.
• Create accurate and timely custom tour proposals, including pricing, itineraries, optional experiences, and confirmations.
• Manage custom tours from initial request through execution, ensuring completion of all documentation and operational handoffs.
• Coordinate with internal teams and external group leaders to ensure smooth delivery at each stage of the tour lifecycle.
• Serve as the primary point of contact for all product-related questions and issues associated with assigned custom tours.
• Resolve tour-related challenges through collaboration, leadership, and effective decision-making.
• Apply critical thinking to address issues that may impact the guest experience.
• Manage vendor relationships to ensure the delivery of high-quality services and tour components.
• Negotiate, approve, and execute contracts for custom tour programs.
• Foster strong partnerships with vendors, group leaders, and internal stakeholders.
• Participate in special projects and initiatives aimed at improving processes and operational effectiveness.
• Provide on-call coverage as part of departmental support requirements.
• embraces a mindset of curiosity and continuous learning, actively exploring and leveraging AI and other emerging technologies to improve processes, elevate content, and drive efficiency across the organization.
• Responsibilities may evolve based on organizational needs.

Knowledge and

Skills:

• Negotiation experience required.
• Strong relationship-building and stakeholder management skills.
• High level of guest focus, problem-solving, and decision-making ability.
• Excellent communication, interpersonal, and organizational skills with strong attention to detail.
• Proactive, professional, and positive approach to work.
• Ability to thrive in a fast-paced, collaborative, and deadline-driven environment.

We believe in taking care of our team—inside and outside of work.

The pay range for this position is $50,000 - $58,000.

What We Offer:

• Health & Wellness: Medical, Dental, and Vision coverage—plus a Peloton One Membership to keep you moving
• Time Off: Generous PTO, paid holidays, and your birthday!
• Volunteer Time: Paid hours to give back to causes you care about
• Financial Security: 401(k) with company match
• Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
• Exclusive travel discounts, incentives and more!