About Luminary Travel
We are a fast growing ultra-luxury travel planning company that caters to discerning travelers worldwide. We produce only bespoke experiences -- imagine travel haute couture. Whether it's arranging a Villa in Courchevel, a sun-soaked week on the Amalfi Coast, or an African Safari, we work tirelessly to ensure that our clients do not feel bound by the typical constraints of travel.
Our team is dynamic, small, and passionate about luxury travel. Our focus is always on the details. We have meticulous organizational skills and precise research acumen. We work together with our clients to help deliver highly customized and curated itineraries so that our clients always have a unique, once in a lifetime experience. Our company culture centers around our own deep passion for travel and exploring the world. This mutual love for travel helps us ensure that our clients have the best possible experience at every step of the journey!
Role: Senior Client Service Manager
Employment: Full-time
We are hiring a dedicated Senior Client Services Manager to help spearhead and manage the relationships with our high-touch clientele.
This is a role that is 50% client relations and 50% travel planning, working with our top tier clients. The role demands a natural leader with extremely strong attention to detail, desire for quick turnaround time, and a strong dedication to providing the highest level of customer experience possible. The position will involve off-hours communication with clients in evenings and weekends but grants a certain level of schedule autonomy as well. The ideal candidate has at least 5 years of working experience in the luxury travel space (or an industry with similar high-touch clientele) in a client-facing capacity. This role should also be a skilled verbal and written communicator with both clients and team members. It is also extremely important to be highly collaborative and receptive to changing processes within our fast-paced team environment.
Location: Remote, within the United States
Working hours: preference for Eastern Time zone working hours
Responsibilities:
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
Qualifications:
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
Compensation & Perks:
Competitive Salary
Commission Pay
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
The chance to be part of a growing, driven company with room for advancement