As a Servicing Travel Advisor in VWT by Chase Travel role you will be an integral part to enhancing the overall client onboarding experience and our team's ability to deliver highly personalized travel experiences. You will be responsible for supporting VWT’s best-in-class client journey, ensuring that every interaction is seamless and exceeds client expectations. You will be a dynamic and results-driven Client Engagement Manager to join our expanding team. Manages and optimizes the new client pipeline, identifying opportunities to onboard clients and close additional sales. Ensure data integrity within the lead dashboard.
Your Key responsibilities will include collaborating with cross-functional teams to design and execute client engagement strategies that align with our brand values and business objectives. As the Client Engagement Manager you will also focus on maintaining accurate and up-to-date reporting of new client data through our Customer Relationship Management (CRM) platform, ensuring that insights are leveraged to drive continuous improvement in client satisfaction and loyalty.
Job Responsibilities
Oversees lead intake channels, ensuring responsiveness in accordance with established Service Level Agreements (SLAs). Conducts consultation calls with new clients to introduce them to VWT and gather insights to enhance their travel experiences. Ensures timely and thorough follow-ups from all client interactions to maintain engagement and satisfaction. Manages the client onboarding process, including advisor assignment/handoff and the development of personalized information in the client CRM/Profile. Develops comprehensive personal travel profiles for clients to facilitate seamless servicing by travel advisors. Cultivates and maintains professional relationships with clients, understanding their needs and providing tailored solutions to assigned advisors to enhance the client's travel experience. Identifies opportunities to improve efficiency, personalization, and conversion rates for new clients. Assists with the organized scheduling process for new client engagement calls. Implements and manages the client welcome program to ensure a positive initial experience.Required qualifications, capabilities, and skills
Bachelor's degree or equivalent experience. A minimum of 3+ years of professional experience in a client/customer service environment is required. Proven experience working with luxury or high-net-worth (HNW) clientele. Demonstrated ability to work collaboratively within a team environment. Exceptional attention to detail is essential. Strong interpersonal, communication, and listening skills to effectively evaluate and address client needs and expectations. Familiarity with CRM software and tools for managing client interactions and data, ideally Client Base and/or Salesforce. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.Preferred Qualifications, capabilities and skills:
Relevant certifications in client management or engagement, such as Certified Customer Success Manager (CCSM), are advantageous but not mandatory. A minimum of 3+ years of professional experience in a client/customer service environment is required. Experience in the travel industry is preferred but not essential. Experience in the travel industry is preferred but not essential.