Luminary Group

Client Services Representative

• Directly manage client relationships and regularly interact with clients to ensure their needs are met, in an effort to drive results for a first-class service
• Discuss and guide clients through the Trip Planning process and give guidance on recommendations
• Plan and create customized Client Itineraries with collaborative team involvement from start to finish
• Monitor and resolve any/all client issues that may arise with general client relationship and their trips
• Catalog and manage relevant client + trip information in our Salesforce CRM to ensure data accuracy
• Lead Trip Project Management for all client trips within your Pod and efficiently delegate trip planning tasks to junior pod members
• Collaborate directly with the Director of Client Experience to finalize Client Itineraries prior to trip departures
• Lead daily mandatory Pod Stand Up and mandatory weekly Pod meetings to ensure that all trip details are planned/booked accurately per the clients requests and that tasks are completed in a timely manner
• Directly mentor and train a team of 1 to 3 pod members within your Operating Pod to become more effective team members
• Liaise with vendors (properties, operators, guides, and other suppliers) to execute Trip Planning
• Manage the procurement of the vendor quoting process and final vendor invoice/cost approval
• Verify accuracy of final vendor invoices for client trips and manage the approval process of vendor invoice payments through established operations protocols set with finance/accounting
• Collaborate closely with the finance/accounting team to audit and confirm financial accuracy
• Ensure all fees and payments are received from clients within established timelines
• Monitor client feedback and lead regular trip post-mortem reviews within your pod
• Occasionally attend meetings and conferences on behalf of Luminary

Senior Client Service Manager