Client Experience Specialist

We are Nomadic Road – the pioneer in organizing overland motoring expeditions to places never imagined in ways never thought possible. We have grown from being a humble start-up founded in 2016, to become a global specialist. We are considered thought leaders when it comes to overland expeditions and building a passionate community around the concept of remote exploration.

Today our portfolio is made up of Signature Expeditions – small group fixed departure journeys and Private Expeditions where we curate exclusive journeys tailored around a client. We are obsessive about curating just the right journey for the right people because there’s no substitute for great chemistry. Plus, we’re allergic to the usual boring and mundane travel formats. So, expect unscripted and original adventure, expect exclusivity, expect inspiration, expect imaginative, immersive experiences that don’t feel like the usual holiday! That’s exactly why our discerning clients keep coming back, asking for more, a sentiment that keeps the quest for the perfect journey alive even today.

Job description:

The Client Experience Specialist will manage the client relation and drive service excellence across all channels, with the objective of delivering a highly qualitative & consistent omni-channel client experience aligned with our Nomadic Road guidelines. Together with the management, She or He will define and implement the client relations strategy across the globe, in line with our Nomadic Road global strategy.

She or He will drive new client acquisition through nurturing the existing client database and prospects, by being the first point of contact for delivering Nomadic Road brand experience. She or He will work closely with the marketing and product teams, to contribute significantly to the establishment of a premium clientele base, and to ensure CRM works effectively for all aspects of Nomadic Road.

To be successful in this role, the candidate must have excellent data analytical skills, a good eye for detail and possess a ‘can-do’ attitude. Our Client Experience Specialist will be the effective bridge between prospective client and the brand, ensuring business continuity and success. She or He must be willing to work with passion and grow with the brand.

Main responsibilities:

• Develop and execute sales strategies to meet or exceed sales targets and revenue goals.
• Build and maintain strong relationships with clients, providing exceptional customer service throughout the sales process and beyond.
• Act as the first point of call for incoming enquiries, providing a remarkable and inspiring first experience of Nomadic Road.
• Conduct product presentations and demonstrations to showcase the features and benefits of our product.
• Demonstrate a world-class commitment to service – showing why we are the best of the best and communicating that through phone or email.
• Work closely with our Expedition Leaders, Marketing and Product teams to keep up to date with our product offering in order to tailor your client conversations.
• Ability to learn quickly, absorb information and be confident in relaying it to clients.
• Provide intuitive product guidance and inspiration before introducing the private journey clients to our expedition leaders who will then build the expedition program for the clients.

• Work closely with our Marketing team to provide feedback about the enquiries to help drive the best new client outreach to all clients.
• Work in tandem with our CRM team to help guide how we can better handle enquiries and service them in the most innovative and world-class way.
• Accurately record client information in our CRM system and developing the ability to navigate the CRM system fluently.
• Track projected number of individual sales on a weekly and monthly basis.
• Follow a process-driven approach to convert leads into sales as well as suggest improvements
• Continue to refine your sales skills and techniques through professional development
• Analyse the Customer Behaviour and measure their impact on business outcomes to update strategies
• Maintain smooth communication with customers and promptly reply to their queries
• Respond and resolve customer complaints quickly and efficiently
• Divide customers into different classes based on common characteristics like demographics or behaviours and personalize the approach effectively
• Understand previous customer attitudes to better engage current customers
• Identify new and more efficient communication channels with customers
• Identify the most efficient customer interaction approaches & prioritize them accordingly

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Skills required:

• 5+ years previous experience preferably in the leisure, hospitality, or luxury lifestyle sector.
• Exemplary customer service, interpersonal and relationship-management skills
• Great relationship-building skills, with the ability to quickly build rapport with clients and understand their ideal travel experience before creating a bespoke program or recommending one of our signature expeditions 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.
• Client focused ethos, committed to delivering purely positive outcomes.
• Confident in communicating with clients and passionate about delivering highly personalised, best-in-class customer service.
• You need to enjoy and thrive in a fast paced, flexible and entrepreneurial environment.
• Ability to express yourself enthusiastically and eloquently both over the phone and over email.
• 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.
• Extremely close attention to detail and a keen aesthetic eye.
• Highly organised with the ability to prioritise, manage own time, and multi-task.
• Interest in adventure and luxury travel destinations and experiences.
• Ideally some experience handling HNW individuals so you’re comfortable in demonstrating the differences in approach to this guest persona (but not essential).
• Experience working with CRM platforms.
• Proficiency with Microsoft Office software.
• Willingness and ability to work occasional weekends.
• Additional language skills are a plus