Customer Success Manager

Customer Success Manager
This leading specialist travel company are passionate about providing meaningful, inspiring and innovative holidays to a range of worldwide destinations. The Customer Success Manager holds an important role in championing customer excellence across the business and is pivotal in driving repeat business and ensuring exceptional service delivery across all touch points. This is an excellent opportunity for candidates with significant customer service experience gained within the travel industry, with a pro-active, strategic approach and a genuine desire to make a real difference.
Customer Success Manager - Role & Responsibilities:

• Develop and implement strategies for customer loyalty and retention.
• Create a customer database to include all aspects of customer habits, and assist with developing the new customer journey, identifying opportunities to surprise and delight.
• Responsible for investigating and responding to pre-travel and post travel complaints and ensuring all correspondence is managed in line with company terms and conditions, ABTA Code of Conduct and Package Travel Regulations. Assessing compensation payable and reclaiming costs from suppliers as necessary.
• Work collaboratively with all relevant areas of the business to investigate issues arising and instigate change to prevent future re-occurrence.
• Management of social media, online reviews, and client feedback questionnaires, ensuring negative customer comments are always responded to.
• Conduct post holiday calls & follow up calls on lost bookings.
• Support the sales team across a range of tasks including identifying opportunities to add to the customer experience relevant to the customer profile, assisting with developing repeat business and both dormant & existing customer database.
• Review of customer documentation, recommending improvements and regular quality checking content.
• Support in emergency situations and be part of the Duty Office rota (2 or 3 times per year).
• Assist all other areas of the operations team as needed.

Customer Success Manager - Skills & Experience Required:

• Significant complaint handling experience, with exemplary written and verbal communication skills and an ability to resolve complaints efficiently and effectively, retaining the customer for the future whilst remaining commercially astute.
• Travel industry experience highly desirable.
• Experience of responding to customer feedback, social media posts and reviews.
• Motivated with a determination to drive change to improve overall customer satisfaction.
• Exceptional accuracy and attention to detail.
• Organised with ability to effectively manage and prioritise a varied workload.
• Strong influencing and negotiating skills with an ability to build effective relationships with internal colleagues and external suppliers.

Customer Success Manager - Key Benefits:

• Salary in the region of £36k according to experience.
• Hybrid working with 2 days per week in modern Surrey office.
• 27 days annual leave, increasing to 29 days with length of service.
• Day off to volunteer for a cause of your choice.
• Discounted travel perks & fam trips.
• Company pension scheme.
• Health cash plan.
• Subsidised gym membership.
• Social events & in house beauty & well being treatments at reduced rates.
• Ongoing opportunities for training and personal development.

To apply for the role of Customer Success Manger please respond to this advert or email your CV to .

Don't keep a good thing to yourself
We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.
C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit www.candm.co.uk