Sr. Client Manager

Sr. Client Manager

MINT Impeccable Lifestyle & Travel · Full-Time · Remote

⚠ PLEASE DO NOT APPLY

if you do not have direct experience in hospitality or luxury travel booking. This is not a 9–5 role; applicants must be available for varied shifts including evenings and weekends when necessary to cover client requests or movement.

In your cover letter, tell us about experience managing discerning clients, navigating complex logistics, or solving high-stakes problems without disruption; creative travel, large-scale trips or events, and unique or unusual requests are particularly relevant. No phone calls, please.

WHO WE ARE

MINT Impeccable Lifestyle & Travel is a premier luxury travel and concierge agency serving ultra-high-net-worth clients across the globe. We believe luxury is an attitude, and every interaction is an opportunity to turn an exceptional request into an unforgettable memory.

Few people are afforded the privilege of shaping how the world's most discerning clients spend their free time. At MINT, we take that responsibility seriously.

THE ROLE

The Sr. Client Manager is the senior-most client-facing position on a MINT trip team. You own the client relationship from first contact through post-trip follow-up, and you are accountable for the quality, accuracy, and cohesion of everything that goes out under the MINT name.

Depending on the trip, you will work alongside a Jr. Client Manager or an Operations Specialist, directing the team, unblocking obstacles, assigning tasks, and keeping the client confident and moving forward at all times. You are the one they call when something goes sideways or when they need a booking in 10 minutes.

This is not a coordinator role. You are expected to lead.

WHAT YOU'LL DO

• Own the full client journey: qualification, planning, vendor selection, communication, execution, and post-trip review

• Own assigned requests end to end and be accountable for the quality of everything the trip team produces under your leadership, not only your own work

• Manage requests across all lifestyle verticals: travel, dining, events, personal shopping, fashion, art, sport, and beyond; no request is outside scope

• Serve as primary point of contact for UHNW clients; maintain relationship continuity across all touch points

• Handle all client information with absolute discretion; our clients expect and require complete confidentiality at all times

• Triage and assign incoming requests; determine priority, complexity, and routing within the trip team

• Select, vet, and brief vendors: hotels, villas, yachts, private aviation, ground transportation, restaurants, experiences

• Cultivate and maintain strong relationships with key vendors and partners; understand their strengths, access levels, and preferred terms, and apply that knowledge to every booking

• Review and approve all client-facing materials before delivery (proposals, itineraries, communications)

• Mentor and guide the Jr. Client Managers and Operations Specialists on the trip team; model MINT's service standards and decision-making approach, and develop the people working requests alongside you

• Manage active trips in real time: solve problems, make judgment calls, and escalate to leadership only when necessary

• Track all requests and trip status in Zoho CRM; maintain clean records at all times

• Own the financial close on every request: ensure expenses are tracked and invoices are accurate, approved, issued, and kept updated, and drive each booking through to completion — commission properly collected, tracked, and reconciled, client invoiced, vendors paid

• Treat a request as open until the money is reconciled; Ops executes and the Accounting Manager supports on escalations, but responsibility for proper commission collection, tracking, and reconciliation is yours

• Maintain a working understanding of MINT's pricing structure, commission model, and margin expectations; apply this awareness to every quote and booking decision

• Collaborate with leadership on service quality, client feedback, and team development

WHAT YOU MUST HAVE

• 5+ years of experience in luxury travel, high-end concierge, or UHNW client services

• A demonstrated track record of managing complex, multi-component trips for discerning clients

• Exceptional written and verbal English; correspondence that is polished, concise, and client-ready without editing

• Familiarity with AI tools and prompting; comfortable using them to work more efficiently and to a higher standard, with the judgment to verify every output before it goes out

• Knowledge of global luxury hotel, villa, yacht, and private aviation vendors

• Comfort managing multiple active trips simultaneously without dropping threads

• Strong judgment: you know when to act independently and when to escalate

• Availability for varied hours, including evenings and weekends, particularly during peak periods

• Experience serving GCC or Middle Eastern clientele preferred; an understanding of cultural nuance and relationship expectations in these markets is a meaningful advantage

• Spotless professional background

NICE TO HAVE

• Experience with GDS platforms (Amadeus, Galileo, Sabre)

• Familiarity with Zoho CRM, Axus/Travefy itinerary tools, Slack, and OneDrive

• Additional languages, particularly Arabic, French, Italian, or Spanish

• Background in luxury hotel or resort concierge, personal assistance, or estate management

CORE COMPETENCIES

• Strong decision-making, with personal integrity and accountability

• Works effectively as a member of a team

• Strong written and verbal communication; able to convey complex information to people of different skill levels and backgrounds

• Able to convey information effectively in person or by video to small groups

• Takes high-level objectives and independently owns execution from concept through to final implementation

• Evaluates risk, business constraints, and operational requirements to make definitive decisions aligned with the organization

• Takes initiative; proactively identifies, works, and resolves issues within the organization

• Authors clear, concise documentation usable by internal and external partners

• Manages rapidly changing priorities without constant management oversight

YOU ARE

• A natural relationship manager who earns trust quickly and keeps it

• Calm under pressure and always able to see a path forward; when an obstacle arises, you find alternatives that add value and keep the client experience moving in the right direction

• Precise and detail-oriented without being slow

• A leader who lifts the people around them

• Passionate about travel, hospitality, and the art of the well-executed experience

DETAILS

Job Type: Full-Time · Remote

Schedule: Variable; US business hours core with evening/weekend availability required

Salary: Competitive, commensurate with experience

Required Experience: Luxury travel, concierge, or UHNW client services — 5 years minimum

• Required Education: Bachelor's degree preferred