Loyalty Engagement Manager

Overview and what we offer

• Chester office
• 37.5 hrs a week hybrid role - must live within Chester
• Refer a friend for £1000 bonus which is unlimited!
• Extra earning potential with Incentive Scheme
• Generous holiday entitlement
• Hotel and airline discounts
• Discounts on sporting events and tickets
• Employee Assistance inc access to free counselling

Who we are

Elegant Resorts is one of the leading luxury travel brands in the UK which is part of The Portman Travel Group that includes If Only, Clarity Business Travel, Brighter Events, and Destination Sports Group.

Role Purpose: This is a key office-based role within Elegant Resorts, designed to support the Sales Team by adding value throughout the booking journey for our most important clients - Chairman's Club members. You will act as the central liaison between our sales consultants, clients, and suppliers, ensuring exceptional service and helping convert high-value enquiries into bookings. This is not a Business Development or Events position - it is a client-facing, operationally focused role requiring strong commercial understanding, excellent communication, and a genuine passion for luxury travel.

ACCOUNTABILITIES

Operational

• Act as a key point of contact for Chairman's Club clients throughout their booking journey.
• Work alongside the Sales Team to fully understand client requirements and assist in progressing bookings.
• Coordinate with suppliers to ensure bespoke requests are delivered to the highest standard.
• Provide responsive, reliable support to the Sales Team to help secure and retain high-value bookings.
• Maintain excellent internal communication and keep systems up to date (Client Liaison).
• Quickly build an understanding of each client's individual preferences, needs, and expectations.
• Deliver a consistently high standard of service, aligned with the Chairman's Club ethos.
• Identify opportunities to enhance the client experience and exceed expectations (Internal Support).
• Support Sales Consultants by anticipating what is needed to convert enquiries into bookings.
• Maintain a strong understanding of Chairman's Club benefits, offers, and supplier relationships.
• Work closely with the wider team to ensure a seamless and consistent client journey (Supplier Coordination).
• Develop and manage strong working relationships with key suppliers.
• Ensure all elements of the client's journey are confirmed, accurate, and aligned with expectations.
• Handle urgent or complex client requests with professionalism and discretion.

Compliance

• Ensure adherence to GDPR and company policies around data security and client confidentiality.
• Maintain accurate records of all client and supplier communications and preferences.
• Follow internal procedures for handling high-value bookings and financial transactions.

Performance Expectations or KPIs

• Client satisfaction and retention.
• Booking conversion and sales support effectiveness.
• Accuracy and timeliness in client and supplier communications.
• Quality and responsiveness of internal support to the Sales Team.
• Departmental and team sales targets achieved along with new business sales.

Experience, Knowledge and Skills

• Experience in a luxury tour operator travel role or operational client support environment.
• A good understanding of the luxury travel market, with exposure to high-net-worth clients an advantage.
• Excellent organisational and multitasking abilities.
• Strong verbal and written communication skills.
• Confidence in dealing with internal teams, suppliers, and VIP clients.
• High attention to detail and a proactive mindset.
• Ability to analyse large amounts of data to implement a strategy to deliver increased sales.

Personal Attributes/Qualities

• Warm, outgoing, personable, and emotionally intelligent - able to build trust and rapport quickly.
• Proactive and collaborative, with a team-first mentality.
• Professional, discreet, and brand-aware in every interaction.
• Resilient and calm under pressure.
• Commercially astute and always looking for solutions.
• Passionate about delivering exceptional service within the luxury travel sector.