Client Experience Manager | Audley Careers Hello, world!

Client Experience Manager, Boston

Salary: Dependent on Experience

About Us
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide an unforgettable experience.

Undeniably, the past 18 months have been challenging times for the travel industry, however Audley Travel is proud to be entering the upward trajectory of our recovery. Being backed by Investors, we have a growth mindset which is always looking at ensuring that the longevity and success of Audley Travel’s future continues. We are proud to have recently completed a significant upgrade to our technology systems and we continue to invest heavily in our future. As we are now starting to focus towards returning to our pre-pandemic growth phase, we are recruiting to meet the needs of our clients and support teams.

Everyone you work with here is passionate about travel and exploring other cultures! Beyond that, you will be surrounded by supportive, success-driven individuals. We work to create a fun and competitive environment and pride ourselves on recognising top performers. Each team here works collaboratively with one another, as we are each other’s biggest resource. And in 2021, we turned 25!!! Check out the video below to get a real taste of who we are and what we love doing:

The role
As a Client Experience Manager, you will have a unique opportunity to lead a critical and rapidly growing area of the business, expanding the function in both headcount and responsibility over the next 12 months, including the complete rebuild of the pre-sales (Concierge) function as well as the build out of a more robust Client Engagement practice including a more formal account management function for high value repeat and elite clients. 

Key responsibilities include:
  • Day to day management of the US Client Experience and Concierge Team. Induct and train new team members into the Client Experience and Concierge role.
  • Responsible for managing the key policies and practices that are right and fit for US market in order to deal with complaints effectively and efficiently including:
    • Client complaint report (CCR) management
    • Compensation report management
    • Social media feedback management in association with Digital and Marketing
  • To work with the Heads of Program / Country Specialists and the Client Experience Team to ensure that all escalated complaints and customer service issues are resolved with the clients becoming advocates of Audley Travel
  • To develop and ensure our high levels of service are consistent throughout across programs and are also right and fit for the US market
  • To manage the Concierge team, influencing vague leads to ensure that conversion is maximized and KPI’s are achieved. Concierge is also responsible for Round the World Trips and ad-hoc client engagement projects.
  • To be responsible for the management, execution and coordination of all activities for USO Elite Clients to ensure continued loyalty, to include Elite value adds and client gifting
  • To manage USO client loyalty (with Direction from the Commercial Director and with input from Marketing) in order to manage market specific dependencies
  • To manage and participate in proactive client contact for pre and post travel detractors, non-converted elite or multi repeat clients and converted elite or multi repeat clients
  • To be responsible for the coordination and running of all USO small scale client events with direction from the Commercial Director and in association with Marketing
  • To support Marketing with some administrative tasks for Partnerships, including but not limited to Smithsonian, Travel Stride and AAA Northeast.
  • To manage Travel Agent set up and assist Marketing with administrative tasks.
  • Responsible for managing the day-to-day client service policies and practices that include but are not limited to:
    • Friends and Family policy management
    • Inherited files process
    • HGS management
    • VIP client management
    • Client gift request and management
    • Medical questionnaire management with H&S
  • Assist the Commercial Director as required with projects and the needs of the business
About you
First and foremost, you understand how important customer service is, need to be able to appreciate what it’s like being an Audley Travel client, and what their expectations are in order to exceed them. You’ll need to be motivated by achieving results through their team and feel at ease negotiating with agents and other parties. You must be a confident communicator who is resilient to pressure, while remaining calm and clear minded. This person must be positive, energetic and outgoing person who is comfortable managing others in an inspirational and encouraging way.

Additional experience required:
  • Concierge team management with the goal of maximising conversion of vague and / or ‘higher funnel’ inquiries
  • Client services including escalated complaint handling, overseeing a variety of client helpdesks, NPS and CSQ reporting, CSQ follow up, travel agent support, and social media review management
  • Client engagement including elite client management, client events, elite value add
We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.

Keeping all our employees safe is our first priority, especially during the COVID-19 Pandemic. We are currently working 100% remote and will continue to do so until we feel it’s safe and the Government has given us the go ahead to return to our amazing offices, which we miss…a lot! As a result, all interviews are being conducted via Microsoft Teams and all our new joiners are onboarding remotely. 

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