About Prince of Travel

About the role

As a Customer Success Manager at Prince of Travel, you will be responsible for the success of our Concierge clients and their travel needs. Reporting to the Director of Product, you will work with a talented team and collaborate to deliver bespoke, exclusive experiences and travel solutions for our Concierge clients.

The ideal candidate has deep familiarity and passion within the domains of Miles & Points, travel, loyalty programs, and luxury travel.  They should also understand the needs and nuances of creating bespoke experiences that founders and entrepreneurs may seek. The ideal candidate must be able to successfully pass a background check.

Responsibilities

• Help to develop and execute the product vision, strategy, and roadmap in alignment with the company's goals and objectives.

• Initiate the product iteration process to maximize customer satisfaction, loyalty, and long-term revenue.

• Define product requirements, user stories, and feature specifications based on market research and user feedback.

• Collaborate with stakeholders across the organization, including marketing, content, and technology teams, to ensure product alignment and successful launches.

• Refine and enhance established product processes while overseeing teams to deliver exceptional customer experiences across all product offerings.

• Conduct market analysis and competitive research to identify opportunities and trends in the travel industry.

• Monitor product performance, gather user feedback, and iterate on product improvements.

• Drive user engagement and satisfaction through effective product design and user experience.

• Evaluate emerging technologies and trends to identify potential opportunities for innovation.

Requirements 

• Functional Expertise

  • Proficiency in Loyalty Programs: Deep understanding of various airline, hotel and bank loyalty programs, their rules, and how to maximize points and miles for bookings.

  • Global Destination Knowledge: Familiarity with popular travel destinations and an overall good grasp of geography and the unique cultural differences around the world

  • Booking Systems Expertise: A high degree of familiarity with online booking tools (Aeroplan, Marriott, Amex, etc). Experience with GDS is an added asset (but not required).

  • Industry Trends: Awareness of current trends in the travel and credit card industry, especially related to award travel.

• Personal Effectiveness

  • Creative Solutions: Ability to find alternative routes or booking options when faced with limited availability or unexpected issues.

  • Quick Decision-Making: Ability to make fast, informed decisions when unexpected problems arise, such as flight cancellations or changes in travel plans.

  • Customer-Centric Thinking: Focused on finding solutions that align with the client's needs and preferences, even if it requires going the extra mile.

  • Analytical Thinking: Ability to analyze complex itineraries and identify potential issues or optimization opportunities.

  • Resourcefulness: Capability to leverage a variety of resources, including industry contacts, online tools, and internal databases, to resolve issues quickly and effectively.

  • Attention to Detail: Ability to carefully review and manage bookings, ensuring accuracy in every detail, from flight times to seat selections.

  • Negotiation Skills: Ability to negotiate with airlines, hotels, and other travel vendors to secure the best deals for clients and creatively optimize outcomes. 

  • Time Management: Efficiency in handling multiple bookings and requests simultaneously, with a strong ability to prioritize tasks.

  • Communication Skills: Clear and concise communication, both written and verbal, to effectively interact with clients and vendors.

  • Scenario Planning: Skill in anticipating potential problems before they occur, such as weather disruptions or missed connections, and having contingency plans ready.

  • Flexibility: Ability to quickly adjust to evolving tasks, unexpected challenges, or shifting priorities, while still delivering effective solutions that align with team goals and organizational objectives.

  • Communication Skills

    • Excellent verbal and written communication skills for conveying complex product concepts clearly and effectively.

    • Strong interpersonal and relationship-building abilities to collaborate with cross-functional teams, clients, and stakeholders.

    • Proficient in delivering persuasive presentations, especially in sales and client engagement scenarios.

    • Effective listening skills to understand customer feedback, team concerns, and market insights.

    • Exceptional negotiation and conflict resolution abilities to drive consensus and resolve issues.

    • Demonstrated leadership in cross-functional communication to align teams and stakeholders with product strategies.

• Flexibility: Work from anywhere with a stable internet connection, offering you an unprecedented work-life balance that can even include travel.

• Continuous Learning: Benefit from ongoing training opportunities that can make you an expert in the travel industry.

• Collaborative Culture: Work in a supportive environment where your creativity is valued and your contributions directly impact a community of travel enthusiasts.

• Competitive Salary: Your skills and creativity will be rewarded with a competitive salary and opportunities for professional growth.

• Meaningful Impact: Your role is not just a job, but a journey. You will enhance the travel experiences of countless individuals, helping them create unforgettable memories.