Overview and what we offer
* Chester Office
* Refer a friend for £1000 bonus which is unlimited!
* Extra earning potential with Incentive Scheme
* Fam Trips
* Generous holiday entitlement
* Hotel and airline discounts
* Discounts on sporting events and tickets
* Employee Assistance inc access to free counselling
Who we are
Elegant Resorts is one of the leading luxury travel brands in the UK which is part of The Portman Travel Group that includes If Only, Clarity Business Travel, Brighter Events, and Destination Sports Group.
Our awards
In 2022, Elegant Resorts was proud to have secured the Feefo Platinum Trusted Service 2022 award for a third year running; an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by its customers. Feefo gives Platinum Trusted Service awards to businesses that have achieved the Feefo Gold standard for three consecutive years or more. We were also thrilled this year to be ranked in second place globally in the “Best Tour Operators” category, at the Conde Nast Traveller Readers’ Travel Awards, with a score of 97%, in recognition of our many years of experience and vast knowledge of our destinations.
Role Purpose:
Reporting directly to the Head of Sales, this role is pivotal in driving the growth and retention of high-net-worth (HNW) clients within our exclusive membership program. You will be responsible for developing and executing strategic initiatives to attract new members, retain existing clients, and enhance overall satisfaction, fostering long-term loyalty. Crucial responsibilities include cultivating strong client relationships through high-touch engagement, delivering exceptional event experiences, monitoring satisfaction levels, supporting and being involved in the conversion of bookings, and identifying opportunities to improve retention and deepen member engagement. This role requires a proactive, strategic, and results-driven approach to increase the value and prestige of our membership offering.
Key Responsibilities
1. Sales Performance & Target Achievement: Drive the achievement of sales targets across revenue, margin, and conversion metrics by working closely with the Head of Sales and the Chester sales team. Adopt a hands-on approach to optimise revenue opportunities, secure bookings, enhance sales effectiveness, and ensure sustained business growth.
2. Strategically plan and deliver: A minimum of four exclusive, high-calibre events annually, specifically curated for high-net-worth clients. Additionally, oversee a range of supplementary engagements, ensuring seamless collaboration with partners and external vendors to enhance client experience and brand positioning.
3. Performance Metrics: Monitor client retention rates, new customer acquisition and satisfaction scores (e.g., NPS). Prepare regular reports on loyalty programme effectiveness and client engagement. Significant amount of data analysis required.
4. Loyalty Programmes: Develop and manage client reward scheme and monitor the effectiveness of the loyalty programme and adjust strategies accordingly.
5. Client Retention Strategies: Work with the Luxury Travel Advisors to identify at-risk clients and proactively address their concerns. Collaborate with sales, product, and support teams to provide seamless client experiences to retain and grow sales.
6. Client Insights and Feedback: Gather and analyse client feedback to identify areas for improvement. Use data to inform decision-making and refine loyalty strategies. Act as the main point of contact for escalations or feedback.
7. Marketing Collaboration: Partner with marketing to create campaigns and touchpoints that strengthen client relationships. Work with the Head of Marketing to create a calendar of communication and regularly review touchpoints. Work with the Product team to ensure consistent communication and updates to clients about offers or value-added services.
8. Fully own the budget and sales targets for CC.
9. Overall responsibility: for managing the retention strategy across the business for Chairman’s Club and implementing plans to secure multiple bookings on an annual basis from members.
10. New Customer Acquisition & Strategic Affiliations: Develop and implement a results-driven strategy to attract new members to the Chairman's Club. Leverage direct engagement initiatives and establish strategic partnerships with businesses and brands that align with our member demographic, ensuring sustained growth and enhanced value for our exclusive clientele.
Minimum Qualifications:
* Clear and confident communicator both written and verbally
* Extensive experience within luxury tour operations selling to and managing relationships with HNW customers
* Proven experience in sales, business development or client relationship management, within the luxury travel industry
* Strong networking and interpersonal skills
* Ability to work independently and as part of a team from our Chester office minimum of three days per week.
* High level of professionalism and discretion.
* Strong analytical skills for interpreting data and creating actionable insights
* Excellent project management and strong analytical skills to be able to segment data and understand trends from client insight.
* Strong commercial acumen to retain and attract new active members.
* A client-centric thinker with the ability to balance the needs of the business with those of a client.
* High level of personal organisation, time management, multi-tasking and workload prioritisation.
* Results oriented with a focus on high quality and business profit.
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