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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