If you’re as passionate about travel as we are, then please drop us a line, we’d love to hear from you. Take a look at the various career listings below. If you don’t see the job you’re looking for, feel free to send your CV and covering letter to [email protected] so we can contact you next time we’re recruiting.

We will be in touch within 10 working days if you’ve been successful. If you have not been successful on this occasion, we may retain your CV for up to 12 months to assess your suitability for other roles. If you have any questions about how we process your personal data, please see our Privacy Policy at or feel free to drop us an email at [email protected].

Vacancies

Job Title: Client Experience Executive

Line Manager: Client Relations Manager

Experience Level: 2-3+ years’ experience in marketing, sales or customer service role

Location: London (*applicants must have the right to work in the country to which they apply. We will not be sponsoring visa applications at this time.)

Position Type: Full Time

Salary: Subject to experience

We’re on the lookout for a budding Client Experience Executive to join our multi-award-winning marketing team, to help us develop a seamless post trip download process as well as building relationships with our clients and generating future enquiries. We are looking for someone who is passionate about putting the customer 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. In return they’ll have the freedom to put their ideas to the test.

You will work closely with the CRM Manager and the sales team to deliver excellent post trip customer service to our clients. We are looking for a confident individual who is good at listening and communicating with UHNW clients. You will be the main point of contact for all clients returning from trips, so will be responsible for listening and downloading all feedback to enable us to improve our product and service as well as tailor and personalise all future trips they may take with us.  You will then be responsible for collating the feedback, suggesting changes in the client experience and, at times, project managing these changes.

Your goal is to develop good rapport, be attentive to the client’s wants and needs and identify how Black Tomato can resolve and/or develop. You will also assist in lead generation and building our clients bucket lists off the back of these direct conversations and will be responsible for following up at the right time.

Main responsibilities:

  • Champion for delivering exceptional customer experience for all of our clients within Black Tomato
  • Responsible for client outreach post trip to gather post trip feedback in our Post Travel Questionnaire or via appropriate means including direct phone calls
  • Following up on all feedback directly with the clients and ensuring all is acted upon to deliver a positive customer experience
  • Gathering and recording client feedback details to enable heightened client understanding and personalisation on all future trips
  • Ensure all feedback is relayed to the wider team – including the product team so that we can feedback to directly to our partners on the ground in each country
  • Monthly insight reports to highlight key areas to focus on to improve the client experience in the future
  • Reviewing and re designing the current PTQ and the outreach strategy
  • Reviewing and responding to all trustpilot reviews from our clients
  • Lead generation – driving repeat bookings through bucket list development and timely reminders
  • Building direct client relationships to increase retention and drive referrals

Skills required:

  • 2-3 years sales/ customer service experience with relevant transferable skills
  • Clear communicator, who can explain and promote and explain Black Tomato’s services effectively
  • Active listener who can interpret information, identify opportunities and make suggestions
  • Confident on the phone and when necessary comfortable going out to 121 meetings with clients
  • Excellent at establishing relationships
  • Attention to detail – good, accurate download of all conversations with clients
  • Highly organised individual who is able to manage their own workload
  • Flexible can-do attitude and self-motivated
  • Solutions oriented, working to solve problems and turn them around
  • Committed to putting the customer at the centre of their work
  • Travel/ luxury industry experience is a plus

What we offer:

  • An amazing opportunity to join our rapidly growing, multi-award-winning international travel company
  • Salary is experience dependent but welcome to enquire on application
  • Annual performance related bonus
  • Workplace pension scheme
  • 25 days annual holiday, plus birthday off
  • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product
  • Superb travel opportunities
  • Membership of Perkbox
  • Lots of company-wide reward and engagement opportunities

To apply:

Please email your CV to [email protected] and put in the subject line Black Tomato: Client Experience Executive

Job Title: Email Campaign Executive

Line Manager: CRM Manager and Head of Marketing

Experience Level: 2+ years experience

Location: London*

Position Type: Full Time

*applicants must have the right to work in the country to which they apply. We will not be sponsoring visa applications at this time.

We are looking for an experienced CRM Campaign Executive to join our multi-award-winning marketing team and help us deliver an effective email strategy to drive engagement and retention with our client base and subscribers.

You will have solid digital and technical knowledge to help us transform our CRM capabilities and programmes. We are not looking to just increase open rates or click-throughs; we want to drive enquiries from meaningful engagement with Black Tomato’s digital touchpoints.

You’ll be passionate about technology, keeping up with industry developments and looking to ensure best practices are used to deliver an effective and robust CRM programme. This is a hands-on role, but the ability to think more strategically would be an advantage.

Reporting into CRM Manager and Head of Marketing, the CRM Executive will be responsible for managing the email channel for Black Tomato and all end to activity on this.

Main Responsibilities

  • Management of the marketing content calendar for the year, working closely alongside our product team and content executives to define the schedule of emails.
  • Managing the build, set-up, execution and optimisation of below the line marketing campaigns within the ESP tool, specifically the end to end development of email campaigns including:
  1. All BAU email campaigns (x3 per month)
  2. Lifecycle/ trigger email programs
  3. Targeting/ Audience selection; defining the appropriate audience and building the segments and control cells within our ESP tool
  4. Campaign build and GA tracking
  5. HTML build knowledge
  6. Q&A ensuring all campaigns are sent accurately
  7. Reporting – post campaign analysis reporting and making optimisation suggestions to feed back into the content calendar/ future communications
  • Developing a test and learn strategy to continually leverage insight and optimise our email activity as well as regular reporting on our email performance and database health.
  • Developing strategies to collect more data on our client base to enrich our database and increase personalisation of communications.
  • Developing and monitoring the feed from our data warehouse and CRM into our ESP to ensure we have the relevant data for personalisation.
  • Management of the preference centre development and API feeds
  • Continually seek to drive CRM innovation to grow the channel’s impact, working alongside; Marketing, IT & Design
  • Signing off on the aesthetic of the imagery and graphics used in the emails (produced by our graphic designer)
  • Signing off on the copy included in the emails (produced by our content executive)

Skills Required

  • Strong hands-on experience of email campaign management (2-3 years + preferable)
  • Knowledge of Campaign build tools (Dotmailer, Salesforce Marketing Cloud/ Exact Target/ Abode/ IBM Marketing Cloud)
  • A good knowledge of HTML plus a passion for learning more skills
  • A solid understand of data and relational databases
  • Working understanding of API’s and system integrations
  • Ability to roll up sleeves and get stuck in on the detail, but also to think more strategically and analytically to constantly evolve and optimise the channel

What we offer:

  • An amazing opportunity to join our rapidly growing, multi-award-winning international travel company
  • Salary is experience dependent but welcome to enquire on application
  • Annual performance related bonus
  • Workplace pension scheme
  • 25 days annual holiday, plus birthday off
  • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product
  • Superb travel opportunities
  • Membership of Perkbox
  • Lots of company-wide reward and engagement opportunities

To apply

Please email your CV to [email protected] and put in the subject line Black Tomato: Email Marketing Executive

Job Title: Senior Copywriter

Line Manager: Head of Marketing

Experience Level: 2+ years experience

Location: London*

Position Type: Full Time

*applicants must have the right to work in the country to which they apply. We will not be sponsoring visa applications at this time.

We’re looking for a Senior Content Writer to grow our brand through crafting compelling narratives and high-impact messaging. We’re looking for someone to create and strategically share content with a diverse group of stakeholders within the company. Whether it’s writing digital or printed copy to help customer engagement, drafting email copy for one of our many newsletters or creating new SEO landing pages you’ll need to empathize, influence, and communicate with different audience members. If you have a passion for marketing and writing about travel and wider subject points that influence travel here is your chance to leave your mark.

It is essential that you are a creative thinker and writer with excellent grammar. The ability to manage multiple projects is critical and you will have demonstrable experience in content management.

What you’ll do:

  • You will create concise, engaging and creative copy for direct mail marketing, digital marketing and sales collateral
  • You will research, write and edit in accordance with the content marketing strategy
  • You will transform logistical information into timely, informative and actionable content that’s aligned with the brand’s voice and style guidelines
  • You will create copy that people enjoy reading and create an emotional connection between Black Tomato and the reader
  • You will optimise every piece of copy created using knowledge of SEO
  • You will work between the Content and Product teams and our SEO agency to ensure tone of voice and brand standards are met
  • You will produce a high volume of copy, adhering to our in-house KPIs
  • You will partner with design team to develop cooperative solutions and cohesive storytelling
  • You will occasionally brief and/or review the content of other writers (internal and freelance) as required
  • You will mentor and support more junior content team members to develop their content skills and expertise

Who you are:

  • You live and breathe the written word
  • You love creating original and creative content for any audience
  • You have fantastic copywriting experience – snappy five-word headlines are great, but we like beautiful, smart, thought-provoking long copy even more
  • You are knowledgeable of SEO techniques and best practices
  • You are experienced in working within digital content writing – both long and short form
  • You have a keen eye for detail and accuracy
  • You are creative in the way you write and the comms ideas you produce
  • You are able to keep up with tight deadlines, rigid KPIs and luxury industry-level standards
  • You are flexible and comfortable within a dynamic, fast paced environment
  • You are enthusiastic about travel

The ideal candidate will have at least 2 years’ experience writing for a wide variety of B2C clients.  A large portion of our clients are from the US therefore it is beneficial if you have experience writing US friendly and relevant copy.

Package:

From £28k Base Salary (dependent on experience and qualifications)

Annual performance-related bonus

Workplace pension scheme

25 days annual holiday, plus birthday off

1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product

Superb travel opportunities

Membership of Perkbox

Lots of company-wide reward and engagement opportunities

To apply

  1. Please email your CV to [email protected] and put in the subject line Black Tomato: Senior Content Writer.
  2. Please include examples of your copywriting.

Job Title: Operations Assistant

Line Manager: Operations Manager

Experience Level: Entry Level

Location: London & New York*

Position Type: Full Time

Salary: Experience dependent

*applicants must have the right to work in the country to which they apply. We will not be sponsoring visa applications at this time.

 

Applications close: 15th December 2018

Website:    http://www.blacktomato.com

We’re a multi-award winning bespoke, luxury travel company with headquarters in London and an office in New York. We are on the hunt for two new Operations Executives – one in London and one in our growing team in New York.

The Operations Assistant act as the first point of call for incoming enquiries, introducing and briefing new clients on how Black Tomato works and offering destination inspiration to help guide through the initial stages of a client’s journey. As part of the operations team, you will also form an integral part in ensuring that each stage of the sales and post-booking experience is delivered smoothly – creating travel documents, travel packages and working closely with both Travel Experts and the Loyalty team throughout.

Reporting to the Operations Manager (UK based), the new Operations Assistant will play a key role in developing Black Tomato’s growth in the UK or US and contributing to the overall performance of the fast-paced, forward-thinking business globally.

Main Responsibilities

  • Acting as first point of call for incoming enquiries – demonstrating and communicating a complete overview comprehension of the entire Black Tomato group and its full range of services as well as a thorough global destination knowledge and the ability to provide intuitive product guidance and inspiration.
  • Working alongside the rest of the operations team (as well as sales and marketing) to ensure best practice for each stage of the sales delivery process.
  • Working alongside other teams within the Leisure department, to deliver the ultimate customer service at all stages of the clients’ lifetime with us.
  • Liaising with Travel Experts and partners in each destination to collate information and ensure each itinerary detail is accurate, well presented and communicated in a timely manner.
  • Working alongside the client relations/loyalty team to develop personalised gifting for all clients and VIPs.
  • Accurately recording client information in our CRM system and developing the ability to navigate CRM system fluently.

Skills Required

  • Some previous customer service and administrative experience desirable, preferably in the leisure, hospitality or luxury sector.
  • Confident in communicating with clients and passionate about delivering highly personalised, best in class customer service.
  • Ability to express oneself enthusiastically and eloquently both over the phone and in writing.
  • Extremely close attention to detail and a keen aesthetic eye.
  • Quick thinking with an excellent sense of initiative and problem-solving skills as well as the ability to work calmly and efficiently under time-pressure.
  • Highly organised with the ability to prioritise, manage own time and multi-task.
  • Strong knowledge of luxury travel destinations, hotels and experiences (can be developed in the role).

What we offer:

  • An amazing opportunity to join our rapidly growing, multi-award-winning international travel company
  • Competitive salary
  • Generous holiday and leave allowance plus birthday off
  • Target-based bonus
  • Pension scheme (UK) / access to health cover (US)
  • Travel opportunities for work to include one FAM trip per year
  • Contributions to personal ‘Travel Pot’
  • A fast-paced, creative and fun office environment
  • Regular work drinks and events – from creative afternoons to reward days

If the above sounds like you…

…and you feel you can make a difference at Black Tomato please send a covering letter and CV to [email protected]

Job Title: IT Service Delivery Analyst

Line Manager: Head of IT

Experience Level: 2-3+ years’ experience in service delivery role

Location: London

Position Type: Full Time

Salary: £35k to £45K depending on experience

We’re on the lookout for an IT Service Delivery Analyst to join the multi-award-winning Black Tomato Group, to help us deliver an excellent IT service across the business, as well as building relationships with Black Tomato Group users and suppliers. We are looking for someone who is passionate about IT service delivery, is solutions orientated and has the ability to effectively manage their own workload.

You will work closely with the Head of IT and IT suppliers to deliver and enhance the proven current IT Service to our users in both the UK and the US offices. We are looking for a confident individual who has demonstrable skills in listening and communicating. You will be the main point of contact for all 3rd party suppliers, so will be responsible for reviewing SLAs and negotiating and agreeing renewals, ensuring costs are kept within budget and enabling us to continually monitor and improve our services. You will also assist the Head of IT deliver an exciting technology transformation roadmap and associated projects.

It is desirable to have experience with Public/Private Cloud and SaaS technologies as key focus areas to ensure continual improvement and future IT development.

Main responsibilities:

  • Define and Manage the Service Delivery execution against contracted service levels.
  • Assist with the commercial renewal process for contracted services.
  • Own and manage the Service delivery relationship, acting as the first point of contact to 3rd party suppliers.
  • Undertake periodic service reviews, building out longer term capacity/account plans in partnership with 3rd parties, proactively identifying opportunities and reducing costs.
  • Responsible for the scoping, negotiation, management and delivery of small to medium IT changes for Black Tomato Group.
  • Builds deep and trusted relationships with the suppliers at all levels and is seen as the go to person in relation to all service delivery matters.
  • Participate in seamless transition from Projects to Service – to safeguard quality and solution integrity.
  • Monitor the success of new Services and Changes to ensure we are meeting the required standards.
  • Ownership of Service incidents and 1st point of contact for all customers and suppliers alike.
  • Analyse service incidents, looking at performance metrics, trends and root cause. Recommending further investigations and/or remedial actions where necessary.

Skills required:

  • Confident, articulate and clear communication skills at all levels, both verbal and written.
  • Ability to stay calm during critical times.
  • Ability to define and implement SLA reporting requirements, dashboards and processes to ensure suppliers meet the Black Tomato Group’s operational needs.
  • Excellent organisational and time management skills.
  • Excellent problem solving, troubleshooting and trend analysis skills.
  • Accuracy and attention to detail, methodical and organised approach.
  • Ability to sensibly escalate and manage calls to third parties and to inform Head of IT of major incidents where necessary.
  • Commercial awareness, with an ability to interpret supplier contracts and service schedules.
  • Manage Black Tomato Group user expectations against a defined standard/scope and identify changes.
  • Quickly builds rapport and trusted relationships with colleagues, stakeholders and suppliers alike.
  • Able to vary and adapt communication style translating complex technical issues to non-technical audiences.
  • Ability to learn and adapt to new products and procedures as they appear, as driven by Black Tomato Group requirements.
  • Good all-round appreciation of ITIL standards.
  • Good appreciation of current Microsoft and AWS technology stack

Experience:

  • Proven ITSM and or ITIL experience: (Preferred)
  • Experience managing 3rd party and Service Providers.
  • Professional qualifications or significant business experience in IT Service Management.
  • Experience in both business and supplier relationship management.
  • Practical experience of service management environment.
  • Experience of interfacing with digital/online functions or agile development teams.
  • Experience with Office 365, SAAS public and private cloud.

What we offer:

    • An amazing opportunity to join our rapidly growing, multi-award-winning international travel company.
    • Salary is £35k-£45k dependent on experience.
    • Annual performance related bonus.
    • Workplace pension scheme.
    • 25 days annual holiday, plus birthday off.
    • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product.
    • Membership of Perks at work.
    • Lots of company-wide reward and engagement opportunities.

To apply:

Please email your CV to [email protected] and put in the subject line Black Tomato: IT Service Delivery Analyst

We have a number of internships available in our different departments: Marketing, Client Relations, Sales, Operations and Editorial teams. Our flexible internships offer fantastic opportunities to shadow various team members and gain experience in a busy and dynamic team – based in our offices at 4-14 Tabernacle Street, London, EC2A 4LU.

To apply 

To apply or for further details, please email [email protected] and put in the subject line Black Tomato: Internship

What we’re looking for…

We’re on the hunt for an experienced Travel Expert to join the sales team in our London or New York office. If you share our huge passion for travel and are excited by the opportunity to create unique travel experiences that will inspire and astound our clients then we’d love to hear from you.

We are looking for a candidate who has previous experience of creating tailor-made, cutting-edge travel experiences and honeymoons and has a drive to succeed in sales by delivering world-class levels of service and a highly personalised approach.

We’re a multi-award winning bespoke, luxury tour operator based in Shoreditch, London and also in Manhattan, New York and can offer you a buzzy, dynamic environment with great travel opportunities and the chance to make a real difference within a fast-growing, forward-thinking company.

We love, love, love creative people with open minds and ideas that will contribute to both your own team and the wider business.

Key requirements will ideally include…

Previous sales experience in the travel industry at a bespoke travel company within the luxury sector.

Great relationship-building skills, with the ability to quickly build rapport with clients and understand their ideal travel experience, before creating a bespoke itinerary that perfectly matches their needs.

Extensive destination knowledge and the passion to continually stay on top of ‘what’s hot and what’s not’ in your specialist areas in order to ensure we are offering our clients genuinely cutting-edge advice.

Ability to work closely with our marketing and product teams to share ideas that will keep our brand and product range fresh.

Understanding and experience of using a GDS for flight bookings (Galileo preferable).

High level of commercialism when working with suppliers and pricing trips to ensure that we are as competitive as possible from a ‘value’ perspective.

Keen attention to detail to ensure that all trips sold are executed perfectly on the ground and that all client correspondence is of the highest possible standard.

Exceptional communication and organisational skills throughout the booking to offer the best customer service before, during and after the trip.

Enthusiastic phone manner to excite clients about potential or future trips

To apply

To apply, please email [email protected] and put in the subject line Black Tomato: Travel Expert and either London or New York.

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