Our company is seeking a dynamic Director of Client Services and Operations to lead our team of destination specialists and guest services professionals who handle luxury and experiential travel sales fulfillment.  The ideal candidate has a strong operational background, is metrics driven, and possesses a track record of success in exceeding revenue, operations and customer service targets.  

Responsibilities:

• Lead and actively manage our team of destination specialists and guest service professionals to meet and exceed sales, operations and customer service targets
• Establish, implement and maintain revenue management, inside sales and operations best practices and processes to sure leads are converted into sales efficiently
• Leverage technology and enhance the team’s skills in using technology to increase productivity and client, agent, vendor and team satisfaction
• Ensure follow-up activity to win sales, deepen agent and client relationships, and develop a consistent source of new business leads
• Lead the recruitment of client and sales-focused team members to support the company’s growth; integrate new colleagues into the team to create a world-class sales fulfillment and operations team
• Create individualized and team development plans.  Enhance team members’ skills, knowledge and performance through training, coaching and providing continuous feedback
• Establish and refine KPIs and dashboards to measure success and identify areas of improvement and optimization to meet company goals
• Serve as a key internal and, as needed, external point of key contact for customer service and operational issues and resolve any issue to client’s and company’s satisfaction
• Ensure that the company’s CRM and other databases are kept up to date and that their features are fully leveraged
• Collaborate with sales, product, finance and tech teams locally and internationally to ensure a unified, seamless experience for clients, agents, and supply partners and to achieve the highest-rated client satisfaction

• 8+ years of experience in managing sales fulfillment, operations and/or customer service
• Relishes the role of being a change agent.  Has proven experience in developing operational and fulfillment processes to increase productivity and to meet and exceed company targets
• Has excellent communications, coaching and customer service skills
• Is a self-starter and an engaging leader who is sales and customer-focused, metrics and process driven, and detail oriented
• Enjoys leveraging data and technology to optimize team and business performance
• Desires to be recognized as an industry leader, and for team members to be recognized as the best operations and client services team in the industry
• Passionate about international and/or luxury travel
• Ability to work with colleagues across departments, including sales, marketing, IT, product and operations, and with colleagues across the globe
• Prior experience at an FIT tour operator in the premium or luxury travel sector is a plus