Client Experience Executive

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

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