Relationship Manager

Job Title: Relationship Manager (US)

Line Manager: Head of Relationship Managers

Experience Level: Mid-Level

Location: Remote home-working with regular get togethers so close proximity to

New York, Boston or Austin required. This role will require regular travel for client meetings and events.

Position Type: Permanent Full Time

We’re on the lookout for a Relationship Manager to join our multi-award-winning team, to help us offer the very best client service experience, as well as building relationships with our clients and generate future enquiries. We are looking for someone who is passionate about putting our clients at the heart of everything they do. Someone who’s solutions orientated, who’ll bring ideas, creativity, and ability to effectively manage their own workload. Someone that loves travel and loves building relationships with clients. You will work closely with the Relationship Management, Client Experience and Sales teams to deliver excellent service to our clients.

We are looking for a confident individual who is good at listening, communicating and building rapport with UHNW clients. You will be responsible for managing relationships with a key segment of our client base, proactively nurturing the relationship across their lifecycle to ensure they have the best-in-class client experience and truly tailored experience at every interaction. You will also assist in lead generation and developing our clients’ bucket list off the back of these direct conversations and will be responsible for pro-actively following up at the right time with some tailored future trip inspiration. With the goal of regularly engaging with our clients to drive repeat and referral business, and a greater share of their travel wallet.

Main responsibilities:

• Champion for delivering exceptional client experience for all our clients within Black Tomato.
• Building direct client relationships to increase retention and drive referrals via phone, video calls and in-person meetings and events.
• Gathering and recording client insight details to enable heightened client understanding and personalisation on all future trips.
• Lead generation - pro-actively reaching out to our clients with tailored inspiration for their next trip to remain front of mind when they are dreaming of their next trip and spark their next enquiry with Black Tomato.
• Responsible for client outreach during and post-trip to gather post trip feedback to ensure we’re continually learning about our clients and getting to know their preferences.
• Regularly planning and delivering road-trips, and events, to meet with our clients in person across the US.

Skills required:

• Proven sales/account management or client service experience
• Relevant experience within the luxury travel industry and interacting with UHNWIs.
• Exceptional at establishing relationships
• Very clear verbal and written communicator, who can explain and promote and explain Black Tomato’s services effectively
• Active listener who can interpret information, identify opportunities, and make suggestions
• Attention to detail – good, accurate download of all conversations with clients
• Highly organised individual who can manage their own workload
• Flexible can-do attitude and self-motivated
• Quick thinking with an excellent sense of initiative and problem-solving skills as well as the ability to work calmly and efficiently under time pressure.
• Committed to putting the client at the centre of their work
• Interest in luxury travel destinations, hotels, and experiences.

Why Join Us?

• Be part of a growing, high-end travel company with an exciting vision, driven by a purpose to inspire people through remarkable travel experiences.
• Work in a values-driven culture that embraces curiosity, humility, and thoughtfulness, encouraging creativity and meaningful collaboration.

What we offer:

• Target-based bonus
• 401k matching
• A ‘familiarization trip’ each year – experiencing a Black Tomato destination/product (after probation)
• Personal travel allowance 20 days PTO increasing with length of service plus public holidays
• Ability to roll over 5 days PTO per year
• Birthday off
• Day off for volunteering every month
• Two days off if you move home
• Curiosity courses – access to a fund for personal development
• Family leave – six months off fully paid after a year of service if you are welcoming a child to your family
• Access to a healthcare plan
• Mental Health Hour – an extra hour every Wednesday to focus on yourself
• Friday 4pm finish
• Black Tomato Birthdays – adding money towards your personal travel allowance each year
• Gym subsidy
• Referral bonus if you successfully refer someone for a role within the company

A note on our values:

At Black Tomato, we strive to live by our company values. This isn’t typical corporate speak – it’s a genuine embodiment of core personality traits.

Our world is fueled by curiosity and innovation. We won’t do something just because it’s always been done that way, but because we believe it’s the best way to do it. We constantly ask questions of ourselves and are brave in everything we do.

We are also a thoughtful bunch – we do not rush to judgements – and we are a company of thinkers who believe it’s what’s right, not who’s right, that matters.

We also strive to humble everything we do. We do not get caught up in the hype, and we give our absolute best. We rely on one another to make the remarkable happen – we are the sum of many parts, and we are strong enough to be honest about our weaknesses, rather than hide them through ego.

We take these values seriously, and character assessment forms a big part of our hiring process.

Get to know us a little better at Careers & Jobs In Luxury Travel | Black Tomato