Global Director of Travel, UHNW & Elite Clients – Luxury Travel Company

Salary: DOE
Type: Executive

The Global Elite division is trusted to manage the travel, meeting and event needs of family offices, C-Suite and A-List talent from the world of fashion, sports and entertainment. We are looking for a leader who can develop and expand the Global Elite division whilst ensuring that extraordinary service levels are maintained. An all-rounder who is comfortable with selling the service in a face to face meeting with a Global Elite customer, strategic thinking and rolling up your sleeves to get the job done.

The ideal candidate should already have some experience of managing the needs of family offices/UHNWI and understand their idiosyncrasies and appreciate the importance of attention to detail, creativity and quality of execution. Also, a proven track record of leading and motivating a team to go above and beyond. Discretion and ensuring that Global Elite Customers implicitly trust the team are vital.

WHAT YOU’LL DO:

CLIENT

• High level of engagement with each Global Elite client
• Arrange and attend regular client reviews and 1-2-1 meetings with travellers/EAs
• Empowered to make decisions that foster the wellbeing of the client both within the client organisation and enable to maintain and retain the business
• Promote Global Elite proposition at new business presentations
• To work with Global Sales Team to identify new business opportunities for Global Elite
• Regularly monitor client trading and contribution

SERVICE

• To build and drive consistency across our approach, system and processes to ensure highest level of client service is achieved
• Minimise administration time and highlight automated solutions to ensure consultant efficiency where applicable
• To encourage and support Global Elite advisers to develop and build stronger relationships with our clients
• Introduce new service innovation and key service differentiators to the team
• Regular Review of Global Elite products and services on offer

STAFF

• To directly oversee the Global Elite team
• Have an approachable and fair manner when dealing with employee matters
• Work with Talent Development to create and provide existing and new staff with service excellence training

SKILLS KNOWLEDGE & EXPERIENCE:

• Previous experience is preferable within the Travel Industry or within Lifestyle brands
• Able to deal with different levels of client contacts e.g. PAs, travellers and budget holders all at Global Elite level
• Strong communication and interpersonal skills
• Entrepreneurial mindset – Innovative/proactive/dynamic
• Proficient in all MS office tools
• Good analytical skills,
• Evidenced track record of ability to gain specific results through people
• Customer focused – a proven track record of high service delivery and client retention skills – nurtured through both personal involvement and directly teams in the right way to develop strong client loyalty
• Strong product and supplier knowledge with a clear understanding of how to deliver tailor made solutions using the right suppliers to underpin both value and service for our clients
• You will possess both first-class problem-solving skills and measured decision-making skills
• Understanding exactly ‘what the customer requires’ and translating this information into Performance Development reviews with individual team members
• Ability to multi-task and meet tight deadlines in a pressurised environment without compromising the service to our clients or staff
• Confident, vibrant and passionate about extraordinary service and solutions
• Driven, determined and committed
• Intelligent, good lateral thinking and solutions focused
• Exceptional people skills – the ability to deal with sensitive/confidential issues
• A leadership style in line with the culture and values
• Develop customer based focused solutions that respond to client’s changing needs
• Introduce innovation and solutions to improve processes and efficiencies
• Keep abreast of the marketplace and industry changes to form an understanding and assess the impact to client
• Will primarily be based in London’s office, with travel as required