Client Service Manager (Remote)

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 excited about 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 our clients always have a unique and 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:         Client Services Manager

Employment:     Full-time

We are hiring a dedicated Client Services Manager to help spearhead and manage the relationships with our high-touch clients.  

This is a role that is 50% client relations and 50% travel planning. The role demands attention to detail, quick turnaround time, and a strong dedication to providing the highest level customer experience possible. The position will  involve some off-hours emailing but grants a high level of autonomy as well. The ideal candidate has at least 3 years of working in the luxury travel space (or an industry with similar high-touch clientele) in a client-facing capacity. This person would also be both a fantastic communicator and a committed team player, and receptive to changing processes within our fast-paced team environment. 

Location: Remote, within the United States

Responsibilities:

• Direct relationship management with clients, demonstrating a first-class commitment to service 

• Plan, create and manage client itineraries with collaborative team involvement

• Discuss and guide clients through their trip planning process 

• Resolve any and all client issues that may arise with general relationship + trips

• Lead your Operating Pod by scheduling daily and weekly check-in’s, ensuring all details are planned and scheduled in a timely manner

• Liaise with vendors (properties, operators, guides, and other suppliers) to execute Trip Planning

• Manage the procurement of the vendor quoting process and final invoice approval

• Verify final vendor invoices for client trips and manage the approval process of vendor invoice payments through established protocols and working closely with accounting 

• Ensure all fees & payments are received from clients within established timelines 

• Collaborate with travel operations team from start to finish on trips and delegate tasks as needed

• Catalog and manage relevant client and trip information in Salesforce CRM

• Monitor client feedback and lead trip post-mortem reviews within your pod

• Attend meetings and conferences on behalf of Luminary

• Regularly interact with clients to ensure their needs are met

Qualifications:

• Bachelor’s Degree or equivalent

• Minimum 3 years of Customer Service/Sales experience with high-touch clientele in a Luxury Industry (preferably in Luxury Travel)

• Client focused ethos, committed to delivering purely positive outcomes 

• 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

• Revenue Share Offering

• Healthcare Benefits

• 401k Offering

• Annual Team Retreat

• Special access to reduced rates at luxury hotels

• 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