Overall Purpose of the Job
We are looking for an experienced Relationship Manager to deliver exceptional travel and lifestyle services to a portfolio of high-value customers. This role focuses on building strong, personalized relationships and curating unique experiences that exceed expectations.
Key Responsibilities
- Act as the primary point of contact for customers, ensuring all requests and inquiries are handled promptly and professionally.
- Build deep relationships by understanding customer preferences, anticipating needs, and delivering tailored solutions.
- Curate and plan luxury travel experiences, secure premium dining reservations, and provide access to exclusive events.
- Stay informed on global luxury trends, destinations, and lifestyle offerings to deliver innovative recommendations.
- Collaborate with internal teams (Travel, Lifestyle, Finance, Service Delivery) to ensure seamless execution of client requests.
- Drive engagement and loyalty through proactive communication and personalized service strategies.
- Fulfils high profile program client requests via phone, email, chat, and other communication mediums.
- Exercises judgment and discretion when serving as primary touch point
- Provides accurate and timely information regarding requests.
- Establishes relationships with customers, learning their likes and dislikes
- Applies high quality customer service guidelines when fulfilling customer requests.
- Leverages current partners and demonstrates resourcefulness in fulfill requests.
- Communicates responses in a clear, professional, and concise manner.
- Represents clients brands in a professional, courteous manner.
- Applies client and Group policies as applicable whenever interacting with customers.
- Is able to multi-task and prioritize in a fast-paced environment.
- Achieve performance targets related to customer satisfaction, revenue and utilization growth, and portfolio profitability.
Job Profiles
Requirements
- Proven experience in luxury travel, hospitality, or lifestyle management.
- Strong knowledge of travel industry systems
- Excellent communication skillsboth written and verbalwith the ability to influence and inspire.
- Highly organized, detail-oriented, and capable of managing multiple priorities under pressure.
- Strong problem-solving skills and ability to make decisions independently.
- Knowledge of luxury products and services across travel, dining, retail, entertainment, and events.
- Proficiency in Microsoft Office and internet research tools
Qualifications
- Minimum 8 years of experience in a client-facing role within travel, hospitality, or related industries.
- Bachelor's degree or equivalent experience preferred.
