Client Relationship Coordinator
Location: Chester - Hybrid working options
Salary: £23,500
Responsible for delivering the administrative processes of the Business Development and Client Relationship functions. Updating and maintaining accurate central folders, supporting with organising events and promotions, and having direct client and supplier communications as required. Carrying out profiling, research, and relationship mapping to identify and record opportunities, approaches for sales divisions and the BD community.
Key Responsibilities :
• Communication - managing incoming coms via phone, email into the general BD inbox distributing as required to BD community
• Data Management - managing BD and client information digital records ensuring profiles maintained and created in CRM
• CRM - ensure profile updates, activity and updates regarding opportunities, companies, contacts are added promptly and GDPR compliant.
• Reporting - managing tracking and reporting on enquiries, conversion, spend, attendance to events and updating relationship mapping of new BD clients and partners for monthly reporting
• Events - support with the planning and coordination of BD/client events. Support with post event follow up, marketing touchpoint and tracking ROI. Attending events as required.
• Commercial - support with preparing commercial and partnership agreements as required
• Research new client leads and referrals, first time bookers, some existing clients and businesses, preparing monthly summaries and reports highlighting opportunities for future client development or business opportunities
• Client retention - educate first time bookers to wider group offering with service calls, gain insight on previous travel patterns, preferences, booking history, relevant lifestyle and uncovering potential future opportunities for engagement and loyalty. Recording centrally, providing detail and recommendations in monthly reporting.
• Client preferences - managing preference touchpoint strategy for existing clients, to enhance the client journey for future loyalty
• Sales support - engage sales teams with inspirational opportunities to inspire and retain clients with attention to detail and gifts when relevant in order to contribute in personalisation of client touchpoint journey
• Play an active role in maintaining our network of business partners and key suppliers
• Be a brand ambassador
Experience and skills :
• Experience in customer service / guest relations role, preferably within travel industry.
• Excellent communication skills, with confidence and aptitude for direct communications with clients
• Strong organisational skills with good time management and ability to prioritise.
• Positive, enthusiastic, and helpful with a commitment to excellent customer service
• Excellent attention to detail and a sense of personal accountability
• Excellent interpersonal and communication skills with a strong verbal and written ability - rapport building.
• Proficient in the use of IT systems including Microsoft Office suite, excel and outlook.
• Positive, enthusiastic, and helpful with a commitment to excellent customer service
• Good team player driven by team and individual success.
• A positive attitude which embraces the purpose, vision and values of the business.
• Being naturally inquisitive will be very helpful
• Understanding of GDPR obligations and regulations