Client Relationship Manager

Job Purpose

The primary purpose of the role is to personally manage a portfolio of Private Clients, establishing and maintaining a professional and personal relationship with each client. You will deliver an exemplary and tailored service, meeting each client’s individual needs and preferences, offering a friendly and professional service. You will use your travel expertise, knowledge and insight to advise, inspire and arrange all aspects of their bespoke luxury holidays.

Key Responsibilities

• Building and maintaining positive rapport with each client, building an in-depth understanding of each of their likes and preferences through regular and personalised contact
• Arranging every aspect of each client’s holiday, including but not limited to; preparation of tailored itineraries and quotes, ownership of air and land arrangements, assisting with ad-hoc requests. All information must be loaded accurately into the relevant systems, adhering to company procedure and minimum standards
• Competently use all internal systems including reservations, CRM and airline GDS (Amadeus). Full training will be given if not familiar with the systems
• Establishing and maintaining strong positive relationships with air and ground suppliers to maximise the value and experience you add to each clients’ holiday experience
• Working with Head of Department to regularly review your KPI’s, making sure they are aligned with the brand
• Assisting clients with any in resort issues that arise during their holidays and supporting the Customer Services Manager to manage and resolve any complaints quickly and effectively
• When relevant, offering out of normal hours client support in emergency situations, collaborating with the company Duty Management service as required

This vacancy is full time, working 37.5 hours per week, working Monday – Friday 9:00am – 5:30pm and also taking part in a Saturday rota. A day off in lieu is given for Saturdays worked.

The role will be based in the Chester office with hybrid working available.

There are many benefits to being part of the team at ITC Travel Group, some of these are:

• Holiday allowance starting at 25 days plus bank holidays, increasing with length of service
• Hybrid and flexible working opportunities
• Paid volunteering days
• Ongoing training and development including overseas educational trips
• Access to discounts and offers on your own holidays
• Enhanced family friendly benefits
• Plus more!

We also really value our culture and you can read more about this in our own Culture Deck.

How to apply

If you possess the experience, attitude and passion to make a real difference to our business, then please apply below.