Customer Success Manager

Our client, a renowned leader in the travel and tourism industry, is seeking a passionate and skilled Customer Success Manager to lead their dedicated Customer Experience team. This hybrid role, based out of Dorking, offers an exciting opportunity to enhance customer satisfaction and streamline operations, ensuring a seamless and delightful journey for every customer.

Customer Success Manager -What Will I Be Doing?

• Lead and mentor the Holidays Customer Experience team, ensuring high-quality standards in customer interactions and documentation.
• Oversee team performance, manage workloads, and address training needs to boost efficiency and engagement.
• Act as the first line of support for booking queries and team guidance.
• Maintain detailed customer profiles to identify upselling opportunities and improve retention strategies.
• Investigate and address customer feedback and complaints with empathy and professionalism, ensuring adherence to industry standards.
• Collaborate with marketing and product teams to enhance the customer journey with innovative strategies.
• Take charge of recruitment, training, and onboarding new team members.
• Stay updated on industry trends, regulatory changes, and travel advisories to ensure top-notch service.

What Experience Do I Need?

• Proven experience in managing teams, ideally in customer-focused and operational travel roles. Perhaps you have been a Customer Service Manger or Customer Resolution Manager in Travel.
• Exceptional organisational skills, with the ability to juggle multiple priorities under pressure.
• Strong communication skills, both verbal and written, with an eye for detail and accuracy.
• Proficiency in MS Office applications like Word, Excel, and PowerPoint.
• A customer-centric approach with problem-solving and negotiation skills to deliver optimal outcomes.
• Experience responding to feedback, complaints, and social media interactions professionally and empathetically.

Additional Info

Location: Hybrid working model with time split between home and the Dorking office.

Benefits: Competitive salary, training opportunities, and potential for familiarisation trips to enhance product knowledge.

Work Hours: Monday - Friday 9 - 5 with occasional weekend or on-call responsibilities to meet customer needs.

If you're ready to make a lasting impact and bring smiles to countless travelers, apply today and join a team dedicated to creating extraordinary experiences!