Client Engagement Executive | Audley Careers Hello, world!

Client Engagement Executive, London

Salary: Dependent on Experience

Audley Travel are looking for a Client Engagement Executive in our London office to promote client engagement and recognise loyalty to increase repeat rates and to build successful lifelong client relationships. You will be responsible for:
  • Providing customer service support for both clients and Country Specialists as we enter a period of rapid expansion.
  • You will manage client facing support for Sales and Support (SAS) functions whilst ensuring all tasks support the Audley Way process and the relationship that the Country Specialist owns with the client.
  • Work effectively with the team of Client Engagement Specialists and to take equal responsibility for all the accountabilities listed below.
  • Achieve a reliable and trusting working relationship with the Client Engagement Team Leader (CE TL) and provide consistent back up to handle communications and issues professionally and efficiently when the CE TL is unavailable or out of the office.
  • To fully understand Audley clients and the company and support the CE TL in developing and maintaining policies and procedures to promote repeat rates and foster long term client engagement.
  • To be available to speak to clients, Sales and SAS functions in a support capacity during working hours to ensure our clients receive excellent support

Dimensions:
The role will involve interacting with our clients mostly over the telephone - with some face to face meetings either in the office, at client’s premises or at PR events.
Interacting with Sales and SAS functions daily to offer first class support. To attend meetings, manage projects and be an expert on any client related changes to our systems, documentation or processes.
Keep as up-to-date as is reasonably possible with product developments in the company’s core regions, ensuring that you maintain an up-to-date commercial knowledge and understanding of hotels/excursions/flights/infrastructure.
Demonstrate a total commitment to customer service.  It’s your goal to ensure all clients are impressed by Audley

Accountabilities/Responsibilities:
CLIENT ENGAGEMENT RESPONSIBILITIES:
Loyalty Scheme Management
  • To support the Head of CE, the CE TL and the Transformation Office in implementing and managing Audley’s client recognition scheme for repeat clients
  • To offer client facing support for Marketing initiatives when required
  • To support the business with any relevant training, and communication for new client processes
  • To work effectively with Product, Commercial and Finance in managing client gifts

Event Strategy & Management
  • To work with the Head of Client Engagement, CE TL and events exec in in managing client data, guestlists and branding for client events
  • To manage client feedback post event and to keep all stakeholders and client profiles up to date

Non-Converted Elite Client Management & Contact
  • To speak to our Elite Clients who have received a quote but not booked to ensure we retain them as clients
  • Share feedback with Sales Managers for CS training or development purposes
  • Manage feedback within the department and share with CE TL and Head of CE to manage any detractor themes as a business.

Elite Value Add (EVA) Management
  • To manage programme resources to ensure that all Elite Clients are offered an EVA during the ISE / Booking phase.

Elite Client Account Management
  • Work closely with Client Service to internally manage designated groups of clients to increase repeat booking rates
  • To effectively manage all Concierge Plus enquiries
  • Develop strong working relationships with our key clients who travel several times a year and communicate with CS’s to help them establish a close working relationship with the client and an understanding of their client profile
  • Review Elite client CSQs and upload relevant information to the client’s profile
  • To work closely with Marketing to support all Repeat and Elite Client initiatives
  • To provide support outside of the main sales processes to promote successful lifelong client relationships

Post booking process to promote Repeat & Recommend (R&R)
  • To run checks to ensure all MR & Elite clients have received a post trip call, CSQ response and the R&R call is successfully set up
  • To work closely with CS TL, CE TL and Sales Managers to ensure the crucial steps of the Audley Way are followed.

CUSTOMER SERVICES RESPONSIBILITIES:
Business & Client support - to be an expert on and to support client facing initiatives as they become BAU
  • Manage Travel App changes and journal downloads
  • Manage online CSQs
  • Webmail folder management
  • Helpdesk management

Honeymoon Gift Service Management
  • To facilitate CS’s request to set up a gift list website. Send out the gift cards, administer gift list payments and be the client’s point of contact for any website queries.

Friend and Family Policy Management
  • To support the CE TL in managing the F&F policy
  • Be an expert in the policy and the tools required to support staff through the process
  • Ensure the policy is right and fit for Audley as a global business

Travel Agent Management
  • Be responsible for maintaining and developing preferred travel agent accounts and strengthening our relationship.
  • Assist the CE TL in the training and promotion of travel agent enquiries around the building.
  • Assist the CE TL with account management and promotion of Travel Agents both internally and externally

To Assist Client Service where necessary in:
  • Contacting clients
  • Logging on the Client Complaint Report (CCR).
  • Keeping JD profile notes and household information up to-date
  • Managing the client gift process.
  • Profiling clients for events

Additional Tasks:
  • Attend industry events when requested by the CE TL. This may require working on Saturdays, Sundays and bank holidays
  • Deal professionally with minor customer complaints, looking to ensure it is resolved to the client’s satisfaction – only escalating them to a Manager when necessary.
  • Participate fully in training sessions.
  • Be willing to take on additional sales and non-sales related tasks when required.

Unusual Challenges/Circumstances:
The travel industry is a cyclical business and there may be times where business is brisk and you may be required to work weekends and some additional hours

Person Specification:
  • Previous experience of working within an operational environment of a tour operator, preferably focused on F.I.T. is ideal.
  • Strong customer focus with a solid understanding of the value of Audley’s Repeat and Recommend model.
  • Ideally educated to degree level or equivalent.
  • Confident communicating with a wide cross-section of people both within the business and within the client base - excellent written and verbal communication skills are essential.
  • Reliable and discreet when dealing with confidential information.
  • Remains calm and level headed in pressurised situations.
  • A conscientious, tenacious and self-reliant individual who is results orientated and enjoys seeing tasks through to completion.
  • Numerical and comfortable interpreting statistics.
  • Comfortable working on projects alone and within a team.
  • Must be a self-motivator with a positive attitude and able to maintain a flexible approach to workload
  • Highly organised and proficient in prioritising workload with a methodical and systematic approach to work
  • Maintains a high level of attention to detail at all times.

Competencies:
Essential:
  • Strong organisation, time management and planning skills
  • Demonstrates excellent interpersonal and communication skills – both written and verbal.
  • Strong analytical & problem-solving skills
  • Able to work under tight deadlines
  • Confident at presenting to groups of people
  • Customer service and problem-solving skills
  • Attention to detail and administration skills
  • IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint.


 

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