Customer Success Manager

Customer Success Manager

Our client is an award-winning tour operator and is actively seeking a strategic thinker who excels in understanding and improving the Customer Journey. They are searching for an individual who thrives in a fast-paced environment, collaborates effectively, and is deeply passionate about innovative strategies.

In the role of Customer Success Manager, the primary focus is on delivering top-tier customer service with an unwavering commitment to customer retention and growth.

Customer Success Manager - What will I be doing?

• Cultivate and nurture customer relationships while identifying lucrative growth opportunities.
• Execute and oversee a comprehensive customer loyalty strategy.
• Establish and manage a detailed customer database encompassing travel preference, booking history, and future travel aspirations.
• Continuously enhance the customer journey, seeking opportunities to exceed customer expectations.
• Effectively address and resolve pre- and post-travel customer concerns while ensuring compliance with industry regulations.
• Collaborate seamlessly with various departments to drive process improvements and product enhancements.
• Systematically document and report errors, manage extra costs, and expertly handle compensation processes.
• Exhibit professionalism and empathy when communicating with customers via email and phone.
• Manage and respond to customer reviews on platforms like Feefo, Trustpilot, Google, and Facebook.
• Thoughtfully review and analyse client questionnaires to drive enhancements in the customer journey and product.
• Proactively conduct post-travel follow-up calls to all clients and diligently pursue opportunities from lost bookings.

Customer Success Manager - What experience do I need?

You must have a love for travel, different cultures and experiences with exceptional experience within a customer service management role preferably within the travel industry. You must have an exceptional customer service mindset, excellent written and verbal skills and the ability to balance customer satisfaction and commercial needs.

Customer Success Manager - What else do I need to know?

This is a hybrid role requiring 2 days a week in their wonderful Surrey office. The salary is £36k plus a host of benefits; 27 days of annual leave, increasing to 29 days with tenure.

A day off to volunteer for charitable or community work. Access to the Simply Health Cash Plan. Discounts on staff travel and familiarization trips. In-house well-being treatments, including aromatherapy, massage, and Reiki, at discounted rates. If this exciting opportunity aligns with your skills and your passion for delivering exceptional customer service and exploring the world, you could be the ideal candidate our client is searching for.