Luminary Group

Senior Client Service Manager

Luminary Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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

Requirements

  • Bachelor’s Degree or equivalent
  • Minimum 5 years of Customer Service/Sales experience with high-touch clientele in a Luxury Industry (preferably in Luxury Travel)
  • Exceptional organizational skills with an aptitude for multi-tasking
  • Strong ability to manage, distribute, and prioritize tasks
  • Extremely Customer-oriented
  • Competent with software tools and technology
  • Excellent verbal and written communication skills
  • Diligent attention to detail
  • Deep passion/excitement for world travel
  • Extremely strong time management skills
  • Self-motivated with a strong work ethic to service clients
  • Willing to go the “extra mile” to surprise and delight customers.
Benefits
  • Access to Healthcare Benefits (US Employees only)
  • Medical + Dental + Vision Insurance
  • One-Medical On-Demand Primary Care
  • Teledoc Virtual Health
  • Talkspace Online Mental Health Therapy
  • Kindbody Discount for Gynecology and Family-building Care
  • Flexible Spending Account
  • Access to Slavic 401k Software (US employees only)
  • Annual Team Retreat
  • Special access to reduced rates at luxury hotels
  • 1 annual company-sponsored familiarization trip or “FAM” trip to properties around the world
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Trip PlanningClient ItinerariesProject ManagementVendor ManagementFinancial AuditingData AccuracySalesforce CRMInvoice ManagementCustomer ServiceTask Delegation
Soft Skills
Organizational SkillsMulti-taskingCustomer-orientedCommunication SkillsAttention to DetailTime ManagementSelf-motivatedWork EthicMentoringCollaboration
Certifications
Bachelor’s Degree