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