Design Travel Manager I - Valerie Wilson Travel, Team Lead
On-site · New York City, New York, United States
Job Summary
Lead, coach, and develop a team of travel advisors serving a critical high net worth client segment; set clear performance expectations and service standards aligned with client needs; monitor and analyze team performance, client feedback, and service outcomes; ensure adherence to SLAs and SOPs; refine day-to-day processes to elevate the customer experience; resolve escalated client issues; collaborate with other departments to ensure seamless service delivery; build and maintain strong relationships with clients in the critical segment; identify opportunities for team training and professional development and support adoption of new processes, procedures, and technology; report on segment performance, trends, and opportunities to senior leadership; foster a culture of excellence, accountability, and proactive problem-solving.
Required Qualifications
- College Degree (or equivalent)
- Proven experience in client success, luxury travel, or hospitality leadership roles.
- Strong background in quality assurance and process improvement.
- Exceptional communication, leadership, and problem-solving skills.
- Experience with working with luxury/HNW clientele.
- Ability to work collaboratively in a team environment.
- Excellent attention to details.
- Strong people/communication/listening skills to be able to evaluate and execute on client needs/expectations.
- Familiarity with CRM software and tools to manage client interactions and data – Ideally Client Base and/or SalesForce.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.
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