Careers at Black Tomato

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

We’re on the lookout for a budding Client Relations Manager to join our multi-award-winning and growing team. This role will ensure we offer the remarkable customer experience, as well as building long standing relationships with their book of clients and generating future trip leads.  

We are looking for someone who is passionate about putting our clients at the heart of everything they do and has excellent experience in listening and communicating with UHNW clients. Someone who’s solutions orientd, who’s curious, who’ll bring ideas, creativity, and ability to effectively manage their own workload. Someone that loves travel and loves building relationships with people. You will work closely with the Head of Client Relations, the NYC based CRM Manager, the three other London based CRM Managers and the sales team in the US and UK to deliver excellent service to some of our top clients.  

Your goal will be to develop a good rapport with new and existing clients’, be attentive to their wants and needs and identify how Black Tomato can best resolve any issues that are raised. You will also be responsible for driving lead generation and developing our clients’ travel needs 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.  

Based out of New York, working alongside our US based sales and marketing team you will be responsible for managing relationships with a key segment of our American client base, proactively nurturing the relationship across their lifecycle to ensure they have the best-in-class client experience and truly tailored experience at every interaction. 

Main responsibilities:

• Champion for delivering exceptional customer experience for all our clients within Black Tomato  
• Responsible for direct client outreach to onboard your UHNW clients to Black Tomato – be it via a Face to Face meeting, video, or phone call. You will be responsible for getting to know your clients on a holistic level – understanding the individuals within that household to gain deeper understanding of their travel requirements and personal passions to begin to build a long term relationship with them.  
• Working alongside our team of Travel Experts to ensure they have an excellent experience before they travel with us, as well as ensuring all requirements are communicated to our partners in country (e.g. dietaries, guiding style, additional surprises along the way) to ensure their trip goes perfectly.   
• You will be responsible for checking in with the client during their travels to ensure they are having a great time.- Responsible for client outreach post trip to gather post trip feedback via calls or meetings where possible 
• 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 existing clients with tailored inspiration for their next trip to remain front of mind when they are dreaming of their next trip and spark their next inquiry with Black Tomato.  
• Acting as an ambassador of the brand, representing Black Tomato at events and networking opportunities to source new clients. 
• Building direct client relationships with the clients you manage to increase retention and drive referrals.  
• Being the first point of contact in NYC for any VIP referrals or high value new clients inquiries – to meet with and represent Black Tomato in onboarding them. 

Skills required:

• Proven sales/client service experience with relevant transferable skills  
• Ideally experience within the travel industry to understand how bespoke itineraries are created  
• Great at establishing relationships with clients  
• 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 organized 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 center of their work  
• Relevant higher education preferred 

What we offer:

• Salary is experience dependent but welcome to inquire on application.
• Quarterly performance related bonus
• 20 days annual vacation, plus birthday off, plus volunteering day and day off for moving.
• Contribution to healthcare
• 401k matching
• 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 Manager

Get to know us a little better…

Job Title: Global Travel Advisor
Location: Remote home-working with regular get-togethers in the US
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 inquiries with the goal of either directing viable inquiries 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 inquiries, 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 inquiries 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 inquiries 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 personalized, 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 organized with the ability to prioritize, 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 of 20 days per year (in addition to National Vacations) plus birthday off
• Volunteering Day once a month
• Contributions to personal ‘Travel Pot’
• 401k and access to health cover
• Travel opportunities to include one research trip per year (in work time) to experience locations, tours and properties to provide feedback to the team
• 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

Get to know us a little better…

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 personalized 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 vacation 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.

Get to know us a little better…