Private Relationship Manager

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations for our guests. With a global presence and a passion for crafting exceptional experiences, we specialize in curating personalized journeys to the world’s most beautiful destinations.

Taking full ownership and accountability for a dedicated pool of Scott Dunn Private members in the California area, the Private Travel Relationship Manager will be the go-to for a selected group of members of the exclusive Scott Dunn Private membership.

Growth & Business Development

• Identify and execute on opportunities for Scott Dunn Private prospects to be invited to membership through your personal network, database mining, referrals from current members, PA/EA networks, luxury brand partnerships and wealth management companies
• Work towards targets and meet individual quarterly and annual Key Performance Indicators
• Achieve individual performance targets, maintaining high service quality and productivity
• Activate the existing database and partner referrals to join membership

Member Engagement & Relationship Building

• Proactively promote the exclusivity and benefits of Scott Dunn Private membership
• Target, prospect, meet and onboard new members into the membership
• Regularly meet with members in person, via video calls, or at hosted events to strengthen relationships
• Develop and record in Scott Dunn's systems a personalized contact plan for each member, leading to enquiry generation, retention, and growth in booking numbers per member
• Capture 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 personalized approach
• Anticipate members' needs by maintaining detailed records of preferences, past trips, and feedback

Travel Planning & Execution

• Inspire members' travel plans through travel mapping sessions, understanding their preferences and creating highly qualified travel enquiries
• Take full ownership of all aspects of selling and booking a member's holiday, including written and verbal quotations and holiday documentation
• Ensure every itinerary is hyper-bespoke and tailors perfectly to the members' needs meaning we are always being 'inspiring'
• Collaborate with a destination expert and Scott Dunn Private Members Managers where required to execute bookings seamlessly
• Source product where gaps in the portfolio may exist with the support of the destination management team
• Account for costs and margins on each booking in line with guidelines for each product area
• Complete all travel documentation accurately within specified time frames
• Recognize opportunities to enhance bookings through upgrades, private jet travel, and bespoke experiences from Scott Dunn's "Black Book"
• Ensure that travelling members are supported through Scott Dunn's out of hours cover as necessary and stepping in where required
• Act on any feedback or complaint swiftly to ensure a great member experience and lead on recovery solutions, liaising with the Guest Relations team where necessary
• Maintain an NPS score of above 80 through exceeding service expectations
• Deliver personalized and hyper-bespoke itineraries to consistently exceed expectations

Product Development & Knowledge Sharing

• Conduct familiarization trips abroad and present 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
• Work with destination managers to address gaps in the product portfolio and identify opportunities for new, exciting offerings
• Train colleagues with knowledge gained from areas visited and support 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
• Share expertise from familiarization (FAM) trips and industry events with colleagues to enhance service delivery

Marketing & Events

• Work with marketing to plan and host exclusive member events, hospitality initiatives, and marketing follow-ups to deepen engagement
• Support all marketing and product including brochure production, website management, email campaigns, PR and frequent promotional events as required
• Input to marketing efforts, including newsletters, campaigns, PR activities, and website updates
• Actively follow up on member engagement metrics like email click and open rates

Collaboration & Brand Building

• Collaborate with the international Scott Dunn offices and Scott Dunn Private Global team to support Scott Dunn Private members internationally and provide a seamless experience for globally traveling members
• Build personal brand by expanding your personal visibility within UHNW circles and key media in your region by attending key events, maximizing FAM opportunities, and staying…