If you’re as passionate about travel as we are, then take a look at the various career listings below and follow the application instructions at the bottom of each listing.

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 dataprotection@blacktomato.com.

Vacancies

Job Title: Head of Client Experience
Line Manager: co-heads of Black Tomato
Experience Level: Senior-level
Location: Remote home-working with regular get-togethers (we’re recruiting for a role in either US or UK)
Position Type: Permanent, full-time

We are an award-winning luxury travel company that delivers remarkable, cutting-edge travel experiences around the world. We are a thoughtful, client-focused business that has captured a global audience and continues to grow at pace in our primary market, the US. We are seeking a passionate, customer-obsessed leader to help drive the evolution of our client experience.

The Head of Client Experience will be curiously minded – looking at all ways in which we can improve our client’s experience with Black Tomato; they will be responsible for the development and elevation of the processes and programs that engage our new clients particularly.

The Head of CX will harness both direct contact (between the team and our clients) with technology to define the client onboarding experience at Black Tomato and work with our Head of CRM and Head of Digital to review and improve how all clients (new and existing) experience with Black Tomato.

This is a pivotal role in our transformation journey and the role will work with the most senior leaders across the business, reporting into the two co-heads of Black Tomato.

Main responsibilities:

  • Conduct regular business reviews to progress three streams of work: fix the basics, improve handling of new clients and ultimately deliver best in class experience for all clients and would-be clients.
  • Drive the evolution and elevation of how we speak to and onboard new clients. As the leader of the team of our Travel Advisors (the onboarding team that have initial contact with new clients) you will define and establish the objectives, KPIs, tools and support required to ensure our clients have the best possible first experience of our brand.
  • Work closely with the Retention and Digital teams to develop and deliver an overarching client experience plan to positively impact the CX of all our clients.
  • Examine and challenge current ways of working, understanding and aligning client service with business needs and driving adoption of change in the business.
  • Find client experience best practices in the luxury and travel world to propose and ultimately deliver new innovative and creative ideas and services, programs and technologies.
  • Develop competitor benchmarking and undertake analysis to understand areas for improvement.
  • Ownership of messaging and branding consistency across all client touchpoints and ensure effective communication of brand values and USPs across all client touchpoints
  • Leverage humanity and technology to unlock opportunities to improve our CX.
  • Own conversion targets and plans for new clients.
  • Measure, evaluate and report on success.
  • Play a key role in instilling a unified, client-focused mindset across Black Tomato, particularly those handling new clients.

Skills required:

  • Strong previous CX experience is essential
  • Experience in the luxury sector is preferable but not essential
  • Knowledge of how to embed client-first principles that will improve conversion and ultimately deliver a financial return
  • Client service – curiosity and obsession with the principles and processes for providing excellent client service
  • Deep knowledge of all stages of the customer lifecycle
  • Contact with clients – cutting-edge thinking on how to drive automation, efficiency and service quality via innovative, digital contact methods
  • Constantly able to demonstrate passion and awareness of great customer experience in and outside of luxury
  • Confident with data including data mining and analysis
  • Highly articulate and confident communicator with strong influencing skills
  • Self-motivated multi-tasker able to handle multiple projects with minimal supervision and good time management
  • Creative thinker able to challenge and bring new customer experience ideas into the business
  • Experience of managing a team preferable but not essential

What we offer:

  • Salary is experience dependent but welcome to enquire on application.
  • Quarterly performance-related bonus
  • Generous holiday allowance plus birthday off, plus birthday off, plus volunteering day and day off for moving.
  • Pension scheme (UK) / 401k matching
  • Access to health cover (US)
  • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product (after 6 months probation period)
  • Superb travel opportunities
  • Lots of company-wide reward and engagement opportunities

How to apply:

Please email your CV to recruitment@blacktomato.com and put in the subject line Black Tomato: Head of Client Experience

Job title: Application Support Analyst
Location: Remote home-working with regular get-togethers and ability to use co-working spaces
Position Type: Full Time, Permanent

What we’re looking for…

We’re on the hunt for an Application Support Analyst to join the IT Team. If you share our huge passion for Travel and are excited by the opportunity to work in a dynamic and creative environment, then we’d love to hear from you.

We’re looking for an Application Support Analyst to provide support to end users and serve as the liaison between internal teams and external 3rd party support teams. You will collaborate with various stakeholders to play an active role in the configuration and implementation of new functionalities of Black Tomato’s in-house booking system and other related applications.

You will be involved in a range of tasks related to travel applications, including technical support and troubleshooting. You will act as a support point of contact to fix application and system issues, tackle issues on a priority basis and work alongside the application developers and software engineers team located in different time zones.

Skills Required:

Travel IT experience is desirable, but not essential. However, an understanding of the following analytical functions is a must:

  • Booking systems
  • Good knowledge in Analysing, Testing, and Implementing Systems
  • Good knowledge in maintaining systems and applications
  • Understanding of process mapping

Personality:

A dynamic and outgoing individual with customer care skills, creative thinking, a methodical approach and an eye for details.

  • Excellent communication skills and active listening
  • Empathy with users
  • Acceptance of ownership
  • Patience and understanding
  • Investigation & diagnostic skills
  • Attention to details and accuracy in reporting
  • Can do attitude

Main Responsibilities:

  • Analyse and diagnose application errors
  • General functionality testing
  • New functionality testing
  • Liaise with the Black Tomato teams from Sales, CRM, Marketing and Operations
  • Liaise with the External Support Team to troubleshoot and fix issues in a timely manner
  • Responsibility for the smooth running of application processes
  • Manage support tickets with 3rd Party Support Teams
  • Ability to track and resolve issues by priority
  • Escalation to 3rd party support & validation of resolutions
  • Ensure appropriate access levels are in order
  • Auditing and reporting against access levels and permissions

What we offer:

  • 25 days holiday allowance plus birthday off
  • Performance-based bonus
  • Pension scheme (UK)
  • Well-being plan
  • Travel opportunities for work to include one FAM trip per year
  • Regular work drinks and events – from creative afternoons to reward days

Job Title: Global Travel Advisor
Location: Remote home-working with regular get togethers (we’re recruiting for a role in either US or UK)
Position Type: Full Time, Permanent

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’. And whilst the past 18 months have been challenging times for the travel industry, Black Tomato is proud to be entering an upward trajectory backed by a record-breaking performance over recent months.

As we now start to focus towards returning to our pre-pandemic growth phase, we are recruiting to meet the needs of our client facing teams.

We are looking for a dynamic, passionate individual to join the Black Tomato family in the Global Travel Advisor team who are dedicated to engaging with clients and educating them on the remarkable and inspiring experiences we create for clients. In order to do this, you will need to quickly establish rapport, convey a passion for travel, and explain what makes Black Tomato unique. With general knowledge of Black Tomato product you will act as a gateway for clients who are new to Black Tomato and determine if they are a good fit for us and vice versa. Largely phone-based work, speaking to clients primarily within the US, but utilizing all written forms of communication; you will nurture and qualify new enquiries with the goal of either directing viable enquiries to a Travel Expert (our sales team) or fostering the relationship further.

As a brand widely known for its creativity, innovation and more than anything care for clients we are incredibly excited to look for a new Global Travel Advisor to join us and become a key first point of contact in the Black Tomato experience. This role will undoubtedly play a key part in developing Black Tomato’s growth and contributing to the overall performance of our fast-paced, forward-thinking global business.

Main Responsibilities

  • Act as the first point of call for incoming enquiries, providing a remarkable and inspiring first experience of Black Tomato.
  • Demonstrate a world-class commitment to service – showing why we are the best of the best and communicating that through phone or email.
  • Work closely with our Travel Expert & Product teams to keep up to date with our product offering in order to tailor your client conversations.
  • Ability to learn quickly, absorb information and be confident in relaying it to clients.
  • Provide intuitive product guidance and inspiration before introducing the client to our team of destination experts who will build the itinerary for our clients.
  • Work closely with our UK and US based Marketing teams to provide feedback about the enquiries to help drive the best new client outreach to all clients.
  • Work in tandem with our CRM and Client Experience team to help guide how we can better handle enquiries and service them in the most innovative and world-class way.
  • Accurately record client information in our CRM system and developing the ability to navigate the CRM system fluently.

Skills Required

  • Some previous client service is desirable, preferably in the leisure, hospitality, or luxury sector.
  • Client focused ethos, committed to delivering purely positive outcomes.
  • Confident in communicating with clients and passionate about delivering highly personalised, best-in-class customer service. You need to enjoy and thrive in a fast paced, flexible and entrepreneurial environment.
  • Ability to express yourself enthusiastically and eloquently both over the phone and over email.
  • 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.
  • Extremely close attention to detail and a keen aesthetic eye.
  • Highly organised with the ability to prioritise, manage own time, and multi-task.
  • Interest in luxury travel destinations, hotels, and experiences.
  • Ideally some experience handling UHNW so you’re comfortable in the UHNW space and demonstrate the differences in approach to this guest persona (but not essential)

What we offer:

  • An amazing opportunity to join a multi-award-winning international travel company
  • Competitive salary
  • Target-based bonus
  • Generous leave allowance plus birthday off
  • Volunteering Day once a month
  • Contributions to personal ‘Travel Pot’
  • 401k and access to health cover (US) ; pension scheme and access to health cover (UK)
  • Travel opportunities for work to include one FAM trip per year (in work time)
  • 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 then please send a covering letter and CV to recruitment@blacktomato.com

Job Title: Client Relations Executive
Line Manager: Head of Client Relations
Experience Level: Mid-level
Location: London or New York
Position Type: Permanent, full-time

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 customer service, as well as building relationships with our clients and generating future enquiries. We are looking for someone who is passionate about 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 with the Head of Client Relations, sales and operations team 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 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. 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 and curiously minded to suggest solutions in order 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 some 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.

Main responsibilities:

  • Champion for delivering remarkable customer experience for all 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 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
  • You will be responsible for collating our client’s feedback, identifying trends and proposing solutions in order to improve our overall product and service offering.
  • You will work alongside the rest of the CRM Team to lead on running monthly feedback sessions and to disseminate this information to the wider teams on a quarterly basis to ensure we are evolving our Client Experience to become best in class.

Skills required:

  • Proven sales/client service experience with relevant transferable skills
  • Ideally experience within the travel industry to understand how bespoke itineraries are created
  • Good at establishing relationships
  • 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
  • Attention to detail – good, accurate download of all conversations with clients
  • Highly organised individual who can 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 client at the centre of their work
  • Travel/ luxury industry experience is a plus
  • Relevant higher education preferred

What we offer:

    • Salary is experience dependent but welcome to enquire on application.
    • Quarterly performance related bonus
    • 25 days annual holiday, plus birthday off, plus volunteering day and day off for moving.
    • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product (after 6 months probation period)
    • Superb travel opportunities
    • Lots of company-wide reward and engagement opportunities

How to apply:

Please email your CV to recruitment@blacktomato.com and put in the subject line Black Tomato: Client Relations Executive

Job Title: Travel Expert in US or UK
Line Manager: Sales Manager
Location: Remote home-working with regular get togethers (we’re recruiting for a role in either US or UK)
Position Type: Full Time, Permanent
Salary:  Competitive+commission

What we’re looking for… 

We’re on the hunt for an experienced Travel Expert to join the sales team in either the UK or US. 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 culture 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.

What we offer: 

  • Competitive salary
  • Generous holiday 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’
  • Regular work drinks and events – from creative afternoons to reward days

To apply:

To apply, please email recruitment@blacktomato.com and put in the subject line Black Tomato: Travel Expert US or Travel Expert UK depending on which region you’re applying to.

Job Title: Junior Operations Executive
Line Manager: Operations Manager
Experience Level: Entry
Location: UK – remote home working with in-person get togethers with the team in London.

We are an award-winning luxury, bespoke travel company that delivers imaginative, cutting-edge travel experiences around the world. We are looking for a Junior Operations Executive to support in content administration and post-booking documents, working closely with both the wider Operations Team and Travel Experts throughout.

Extremely close attention to detail and a keen aesthetic eye are required. It is a role suited to someone who is highly organised with the ability to prioritise, problem-solve and multi-task. In turn, you will gain an insight into a diverse range of functions within a multi-award-winning international travel company.

What you’ll be doing:

  • 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.
  • 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.
  • Accurately recording client information in our CRM system and developing the ability to navigate CRM system fluently.
  • Input product content into CMS system and curate aligning imagery
  • Create profiles in Black Tomato app and assist in developing templates for supporting documents

Skills required:

  • A passion for operations and genuine interest in the luxury travel market.
  • Excellent attention to detail.
  • Strong time management and organisational skills to ensure you can meet tight deadlines.
  • Clear communicator who can communicate effectively with the internal team and external suppliers.
  • A ‘here to help’ attitude, who absolutely, fundamentally believes that we’re better together, happy to share ideas and take constructive feedback.
  • Fully proficient in Word, Excel and Powerpoint.
  • Copywriting / Adobe InDesign experience desirable but not essential.

What we offer:

  • An amazing opportunity to join a multi-award-winning international travel company
  • Competitive salary
  • Target-based bonus
  • Generous leave allowance plus birthday off
  • Volunteering Day once a month
  • Contributions to personal ‘Travel Pot’
  • Pension scheme and access to health cover (UK)
  • Travel opportunities for work to include one FAM trip per year (in work time)
  • 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 recruitment@blacktomato.com and referencing Junior Operations Executive in the subject line.

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