Careers at Black Tomato

Job Title: Client Relations Executive
Line Manager: Head of Client Relations
Experience Level: Mid-level
Location: New York
Position Type: Permanent, full-time

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 customer service, as well as building relationships with our clients and generating 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 Head of Client Relations, sales and operations team to deliver excellent service to our clients.

We want a confident individual who is good at listening and communicating with UHNW clients. You will be the main point of contact for all clients returning from trips, so will be responsible for listening and downloading all feedback to enable us to improve our product and service as well as 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 and curiously minded to suggest solutions in order 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 some tailored future trip inspiration, with the goal of regularly engaging with our clients.

Main responsibilities:

• Champion for delivering remarkable customer experience for all our clients within Black Tomato
• Responsible for client outreach post trip to gather post trip feedback in our Post Travel Questionnaire or via appropriate means including direct phone calls
• Following up on all feedback directly with the clients and ensuring all is acted upon to deliver a positive customer experience
• Gathering and recording client feedback details to enable heightened client understanding and personalisation on all future trips
• Ensure all 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
• 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.
• Reviewing and responding to all Trustpilot and Google reviews from our clients
• You will be responsible for collating our client’s feedback, identifying trends and proposing solutions in order to improve our overall product and service offering.
• You will work alongside the rest of the CRM Team to lead on running monthly feedback sessions and to disseminate this information to the wider teams on a quarterly basis to ensure we are evolving our Client Experience to become best in class.

Skills required:

• Proven sales/client service experience with relevant transferable skills
• Ideally experience within the travel industry to understand how bespoke itineraries are created
• Good at establishing relationships
• Clear 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
• Solutions oriented, working to solve problems and turn them around
• Committed to putting the client at the centre of their work
• Travel/ luxury industry experience is a plus
• Relevant higher education preferred

What we offer:

• • Salary is experience dependent but welcome to enquire on application.
  • Quarterly performance related bonus
  • 25 days annual holiday, plus birthday off, plus volunteering day and day off for moving.
  • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product (after 6 months probation period)
  • Superb travel opportunities
  • Lots of company-wide reward and engagement opportunities

How to apply:

Please email your CV to recruitment@blacktomato.com and put in the subject line Black Tomato: Client Relations Executive

Job Title: Client Relations Manager
Line Manager: Head of Client Relations
Experience Level: Mid-level
Location: New York
Position Type: Permanent, full-time

We’re on the lookout for a budding Client Relations Manager to join our multi-award-winning and growing team. This role will ensure we offer the remarkable customer experience, as well as building long standing relationships with their book of clients and generating future trip leads.

We are looking for someone who is passionate about putting our clients at the heart of everything they do and has excellent experience in listening and communicating with UHNW clients. Someone who’s solutions orientated, who’s curious, who’ll bring ideas, creativity, and ability to effectively manage their own workload. Someone that loves travel and loves building relationships with people. You will work closely with the Head of Client Relations, the three other London based CRM Managers and the sales team in the US and UK to deliver excellent service to some of our top clients.

Your goal will be to develop a good rapport with new and existing clients’, be attentive to their wants and needs and identify how Black Tomato can best resolve any issues that are raised. You will also be responsible for driving lead generation and developing our clients’ travel needs 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 business.

Based out of New York, you will be working alongside our US based sales and marketing team and will be responsible for managing relationships with a key segment of our American 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.

Main responsibilities:

• Champion for delivering exceptional customer experience for all our clients within Black Tomato
• Responsible for direct client outreach to onboard your UHNW clients to Black Tomato – be it via a Face to Face meeting, video, or phone call. You will be responsible for getting to know your clients on a holistic level – understanding the individuals within that household to gain deeper understanding of their travel requirements and personal passions to begin to build a long term relationship with them.
• Working alongside our team of Travel Experts to ensure they have an excellent experience before they travel with us, as well as ensuring all requirements are communicated to our partners in country (e.g. dietaries, guiding style, additional surprises along the way) to ensure their trip goes perfectly.
• You will be responsible for checking in with the client during their travels to ensure they are having a great time.- Responsible for client outreach post trip to gather post trip feedback via calls or meetings where possible.
• Following up on all feedback directly with the clients and ensuring all is acted upon to deliver a positive customer experience.
• Gathering and recording client feedback details to enable heightened client understanding and personalisation on all future trips.
• Ensure all 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.
• Lead generation – pro-actively reaching out to our existing 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.
• Acting as an ambassador of the brand, representing Black Tomato at events and networking opportunities to source new clients.
• Building direct client relationships with the clients you manage to increase retention and drive referrals.
• Being the first point of contact in NYC for any VIP referrals or high value new clients enquiries – to meet with and represent Black Tomato in onboarding them.

Skills required:

• Proven sales/client service experience with relevant transferable skills
• Ideally experience within the travel industry to understand how bespoke itineraries are created
• Great at establishing relationships with clients
• Clear 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
• Solutions oriented, working to solve problems and turn them around
• Committed to putting the client at the centre of their work
• Relevant higher education preferred

What we offer:

• Salary is experience dependent but welcome to enquire on application.
• Quarterly performance related bonus
• 20 days annual holiday, plus birthday off, plus volunteering day and day off for moving.
• Contribution to healthcare
• 401k matching
• 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product (after 6 months probation period)
• Superb travel opportunities
• Lots of company-wide reward and engagement opportunities

How to apply:

Please email your CV to recruitment@blacktomato.com and put in the subject line Black Tomato: Client Relations Manager

What we’re looking for… 

We’re on the hunt for an experienced Travel Expert to join the sales team in either the UK or US. If you share our huge passion for travel and are excited by the opportunity to create unique travel experiences that will inspire and astound our clients then we’d love to hear from you.

We are looking for a candidate who has previous experience of creating tailor-made, cutting-edge travel experiences and honeymoons and has a drive to succeed in sales by delivering world-class levels of service and a highly personalised approach.

We’re a multi-award winning bespoke, luxury tour operator based in Shoreditch, London and also in Manhattan, New York and can offer you a buzzy, dynamic culture with great travel opportunities and the chance to make a real difference within a fast-growing, forward-thinking company.

We love, love, love creative people with open minds and ideas that will contribute to both your own team and the wider business.

Key requirements will ideally include… 

• Previous sales experience in the travel industry at a bespoke travel company within the luxury sector.
• Great relationship-building skills, with the ability to quickly build rapport with clients and understand their ideal travel experience, before creating a bespoke itinerary that perfectly matches their needs.
• Extensive destination knowledge and the passion to continually stay on top of ‘what’s hot and what’s not’ in your specialist areas in order to ensure we are offering our clients genuinely cutting-edge advice.
• Ability to work closely with our marketing and product teams to share ideas that will keep our brand and product range fresh.
• Understanding and experience of using a GDS for flight bookings (Galileo preferable).
• High level of commercialism when working with suppliers and pricing trips to ensure that we are as competitive as possible from a ‘value’ perspective
• Keen attention to detail to ensure that all trips sold are executed perfectly on the ground and that all client correspondence is of the highest possible standard.
• Exceptional communication and organisational skills throughout the booking to offer the best customer service before, during and after the trip.
• Enthusiastic phone manner to excite clients about potential or future trips.

What we offer: 

• Competitive salary
• Generous holiday allowance plus birthday off
• Target-based bonus
• Pension scheme (UK) / access to health cover (US)
• Travel opportunities for work to include one FAM trip per year
• Contributions to personal ‘Travel Pot’
• Regular work drinks and events – from creative afternoons to reward days

To apply:

To apply, please email recruitment@blacktomato.com and put in the subject line Black Tomato: Travel Expert US or Travel Expert UK depending on which region you’re applying to.