Client Success Manager

**About UJV** **Who Are We?** Planning and managing a 5-star vacation from scratch requires expertise, cleverness, and a genuine passion for detail. That's what UJV is all about. UJV is a service-driven team of experts that work behind the scenes, engineering luxury travel experiences for advisors globally, so they can grow their business and fully satisfy their exclusive clients. We are the luxury travel advisor’s right hand. How? - UJV is a team of travel experts that advises and supports luxury travel advisors worldwide. - We work behind the scenes as allies of top luxury travel advisors, to offer a 5 Star experience for their clients. - We offer travel advisors the knowledge and tools needed to grow their business and better serve their exclusive clients. - We offer an experience-centered service based on passion, expertise, integrity - and attention to detail. - We are willing to do the hard work in order to see our clients shine. **Role Mission** The Client Success Manager is dedicated to maximizing the lifetime value of our existing travel advisor partners. This role is crucial for fostering deep, lasting relationships, re-engaging dormant accounts, preventing churn, and identifying opportunities for expansion within our current client base. By proactively nurturing our community of advisors, and owning their recognition and appreciation programs**,** you will ensure their continued success and loyalty, driving sustainable growth for the company. **You Will**: - ** Re-engagement Campaigns**: Develop and execute targeted re-engagement campaigns for travel advisors who have sent requests but not yet booked, or existing clients demonstrating low booking frequency, converting them into active, repeat partners. - ** Book of Business Optimization**: Collaborate closely with Reservation Managers and individual agents to analyze "Book of Business" reports, identifying opportunities to optimize client portfolios and proactively reach out to encourage increased bookings or exploration of new regions. - ** Client Appreciation**: Design and implement creative client appreciation initiatives, including personalized outreach, gift programs, and exclusive offers, to strengthen loyalty and satisfaction. - ** Client Resolution**: Serve as a high-level point of contact for complex client issues, working diligently with Reservation Managers and internal teams to ensure swift resolution, maintain client satisfaction, and prevent churn. - ** Reassignment Facilitation**: Manage and facilitate client reassignments between agents, ensuring seamless transitions and clear communication to retain the client relationship. - ** Webinar Hosting**:Plan, organize, and host engaging webinars specifically tailored for existing clients, collaborating with Marketing to showcase new offerings, destinations, or best practices to drive increased engagement and bookings. - ** Social Media Monitoring**: Actively monitor social media channels (e.g., LinkedIn, Instagram, relevant Facebook groups) for mentions by our existing travel advisor clients, keeping tabs on their activities, successes, and needs. - ** Team Collaboration & Flexibility**: Contribute to the broader success of the Business Development team by adapting to evolving needs and taking on diverse responsibilities as they arise. **You Are**: - A seasoned professional with 2+ years of demonstrable experience within the travel agency industry, with a proven track record of working directly with and building strong relationships with travel agents. - Highly skilled in client relationship management, with a natural ability to build rapport and trust. - An energetic, positive, and exceptional communicator, both verbally and in writing, capable of conveying complex information clearly and tactfully. - Proactive and results-oriented, with a strong drive to identify and capitalize on opportunities for client growth and retention. - A skilled problem-solver, adept at navigating complex client issues and finding mutually beneficial resolutions. - Comfortable with public speaking and hosting virtual presentations (webinars). - Proficient in leveraging social media for professional engagement, with a keen eye for relevant client activity and a thoughtful approach to online interaction. - Analytically minded, able to interpret data from reports (e.g., Book of Business) to inform strategic outreach and re-engagement efforts. - Organized and detail-oriented, capable of managing multiple initiatives simultaneously. - Empathetic and client-centric, always prioritizing the advisor's success and satisfaction.