Client Engagement Manager (East Coast)
On-siteNew York City, New York, United States or New York, United States
Job Summary
Monitor lead intake channels and ensure timely outreach and follow-up in alignment with established service-level standards. Conduct onboarding consultation calls to introduce Chase Travel services, set client expectations, and capture preferences that shape future travel planning. Drive rigorous follow-up by ensuring each client interaction results in clear next steps, documented outcomes, and proactive communication. Coordinate advisor assignment and handoff, ensuring seamless transitions with complete client context. Build and maintain comprehensive personal travel profiles in the CRM to enable elevated personalization and seamless servicing. Identify pipeline bottlenecks and implement enhancements that improve efficiency, personalization, and conversion rates. Maintain a structured scheduling process for engagement calls to deliver a consistent, premium client experience. Protect data integrity by maintaining accurate, timely reporting in the lead dashboard and CRM in adherence to process standards. Work primarily during PST business hours with flexibility to support EST-based onboarding as business needs require.
Required Qualifications
- Bachelor's degree or equivalent practical experience
- 3+ years of client-facing experience in client engagement, customer success, concierge, hospitality, or relationship management
- Experience supporting luxury and/or high-net-worth clientele with a high standard of discretion and service
- Strong operational discipline and attention to detail with the ability to manage multiple priorities without sacrificing quality
- Excellent communication and listening skills with the ability to quickly assess needs, set expectations, and drive to resolution
- Proficiency with CRM tools and client data management, ideally including Client Base and/or Salesforce
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) for reporting and presentations
- Ability to perform in a remote environment with consistent responsiveness, accountability, and stakeholder communication
- Ability to work primarily PST business hours (standard 9-hour daytime shift) with flexibility to support EST-based onboarding as business needs require
- Applicants must be authorized to work for any employer in the US
Desired Qualifications
- Experience in the travel industry
- Client management or engagement certification (e.g., CCSM)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.