Sales/Client Services

Director of Customer Experience (Remote)

Work Type: Full Time

About Luminary Travel

We are a fast growing ultra-luxury travel planning company that caters to discerning world travelers. We produce bespoke travel experiences that are rarely duplicated, the equivalent of travel “haute couture”. Whether it's arranging a Ski Villa in Courchevel with a personal chef , or a sun-soaked week on the Amalfi Coast learning to make pasta with an Italian Nonna, or an African Safari Tour by helicopter, we work tirelessly to ensure that our clients do not feel bound by the typical limitations of luxury travel. 


Our team is quick, dynamic, and extremely excited by travel. Our focus is always on the details first. We have meticulous organizational skills and focus on extensive research to find the perfect fit for our clients so that they have a once in a lifetime experience on every trip. Our company culture centers around our own deep passion for travel and helping others experience the world in interesting ways. This mutual love for travel helps us ensure that our clients have the best possible experience at every step of the journey!

Role:                   Director of Customer Experience

Employment:     Full-time

Location:            Remote

The Director of Customer Experience will be the glue that holds our Customer Service & Operations Teams together. The role requires a very strong emotional intelligence and ability to lead/guide. This role will require strong organization, creative problem solving, and efficient time management skills. Redefining existing processes, creating new processes, and cleaning up existing workflows will be a initial and ongoing project for this role. Creating strong team efficiencies and confirming that all employees are following protocols will be of utmost importance to make sure that our Client Service Standards are consistent.


● Bachelor’s Degree from a top-tier university

● Minimum of six (6) years of work experience in a start-up, travel industry or other fast paced industry

● Minimum of three (3) years of management experience leading a team of more than 2 direct reports 

● High emotional intelligence

● Strong team leader with ability to lead by example

● Exceptional organizational skills with the ability to multitask

● Strong ability to view problems from multiple perspectives and craft complex solutions 

● Excellent verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation

● Exceptional listening skills with the ability to quickly identify issues and proactively solve problems

● Tech-savvy and comfortable with navigating multiple software applications

● Dependable and flexible with work schedule

● Proven ability to work independently with minimal guidance in an extremely fast-paced environment

● A passionate approach to customer service, positive attitude, and strong work ethic

Preferred (not required) Skills:

● High level of cultural awareness

● Experience working in a remote environment

● Start Up experience or other fast-paced environment

● Knowledge of Salesforce

● Multi-lingual

Initial Responsibilities

● Manage and guide the Customer Service Team on a daily basis

● Analyze the Customer Service + Operations team’s performance and provide recommendations for individual improvement

● Monitor Client Satisfaction and make adjustments to improve CSAT 

● Actively project manage the trip planning process for all Client trips and monitor/approve top tier client itinerary builds

● Assess what service details are missing and reach out to the Client Service Manager to collect as needed

● Create and refine the company’s Standard Operating Procedures for trip planning on the Customer Service + Operations Teams

● Lead new process creation in Salesforce for best practices and help optimize/redesign the way that Salesforce is used as an internal CRM/Logistics Software for Ops + CS

● Help the team optimize trip planning workload and maximize team productivity and trip profitability

● Liaise with vendors to expand client offerings and employee professional opportunities

● Hire, train, and retain new employees on the Client Services and Operations teams

● Work with the CEO and COO to chart company strategy and growth trajectories

Compensation & Perks:

● Competitive Salary
● Generous Healthcare Benefits
● 401K Offering
● Annual Team Retreat
● Ongoing opportunities for professional development
● Regular, company-sponsored travel on familiarization or “FAM” trips to properties around the world
● The chance to be part of a growing, driven company with room for advancement!

Submit Your Application

You have successfully applied
  • You have errors in applying
Cover Letter*