Client Relations Executive

Job Description

Job Title: Client Relations Executive

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Line Manager: Client Experience Manager

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Location: New York

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Position Type: Permanent, full-time, remote with in person get togethers

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We’re on the lookout for a budding Client Relations Executive to join our multi-award-winning team, to help us offer a best-in-class service, as well as building relationships with our clients and generating future enquiries. We are looking for someone who is passionate about client experience and 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 within the Client Experience Team and Sales and Operations Teams to deliver excellent service to our clients.

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We want a confident individual who is good at listening and communicating with UHNW clients. You will be responsible for listening and downloading all feedback from returning clients, enabling us to improve our product and service and onboarding any personal travel preferences and requirements, ensuring we’re able to tailor and personalise all future trips they may take with us. Your goal will be to develop a good rapport with our clients’, be attentive to their wants and needs and identify how Black Tomato can best resolve any issues that are raised, proactively suggesting solutions to improve and evolve our service offering in the longer term. 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 tailored future trip inspiration, with the goal of regularly engaging with our clients to drive repeat business and a greater share of their travel wallet.

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Main responsibilities:

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• Champion for delivering remarkable service to our clients within Black Tomato.
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• Responsible for proactive client outreach to gather post trip feedback via appropriate means including direct phone and video calls and capturing this within our Post Travel Questionnaire.
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• Proactively following up on all feedback directly with the clients and ensuring all is acted upon in an efficient manner to deliver a positive client experience.
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• Confidently dealing with client complaints and post trip resolution, ensuring a positive experience for all clients upon return from travel.
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• Gathering and recording client feedback details within our CRM system, to enable heightened client understanding and personalisation on all future trips.
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• Ensure relevant feedback is relayed to the wider team – including the Travel Experts and Product Team so that we can feedback directly to our partners on the ground in each country.
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• Lead generation - pro-actively reaching out to our clients with tailored inspiration to inspire them for their next trip. To engage and remain front of mind when they are dreaming of their next trip and spark their next enquiry with Black Tomato.
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• Reviewing and responding to all Trustpilot and Google reviews from our clients and proactively requesting reviews from clients upon return from their trip.
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• You will be responsible for collating our client’s feedback statistics and trends within monthly reporting.
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• You will work alongside the rest of the Client Experience Team to assist with feedback sessions and to disseminate this information to the wider teams to ensure we continue to evolve our Client Experience across multiple stages of the Customer Journey.
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• Working alongside our Marketing Team to assist with marketing activity to our repeat clients – Assisting with copy and content, dispatching via email (outlook and via our CRM system) and keeping track of responses and fielding enquiries to help drive repeat business.
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Skills required:

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• A confident and professional telephone and email demeanour, with the ability to communicate effectively and explain and promote Black Tomato’s services clearly in both written and verbal format.
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• Previous experience in a client-facing role, ideally in a service-based or luxury environment, with the ability to establish relationships, build rapport and manage expectations effectively.
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• Proven experience or confidence in managing and resolving client complaints confidently, ensuring clients feel heard and their concerns are addressed in a timely manner.
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• Active listener who can interpret information, identify opportunities, and make suggestions for future travel opportunities.
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• Attention to detail – accurate download of all conversations with clients and the ability to manage multiple client comms at once, ensuring no issue is overlooked.
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• Highly organised individual who can manage their own workload.
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• Flexible can-do attitude and self-motivated.
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• Solutions oriented, working to solve problems and turn them around.
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• Committed to putting the client at the centre of their work.
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Why Join Us?

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

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

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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.

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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.

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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.

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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.

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

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