Luxury Client Relations Manager, North America

2 months ago

Miami, United States Belmond Full time

About Belmond
Belmond is a prestigious collection of over 50 remarkable hotels, trains, safaris, and river cruises across the globe. Our focus on culture, community, and cuisine drives curated adventures that span from the Mediterranean to Machu Picchu. Experience inspiring retreats on Caribbean shores, near the breathtaking Iguassu Falls, and overlooking the stunning Amalfi Coast. Our legendary train journeys, including the Venice Simplon-Orient-Express and Andean Explorer, offer awe-inspiring travel experiences. Luxurious river cruises allow guests to glide through the heart of France, while extraordinary safaris showcase the majesty of Africa. At Belmond, we celebrate the art of travel, providing unique experiences that range from exploring Thailand's lush jungles to horseback riding through the Okavango Delta. With our extensive offerings, the possibilities for a fulfilling career are limitless.

Role Overview
The Private Client Manager for North America serves as a brand ambassador, crafting exciting and memorable experiences for end consumers. This role is pivotal in creating, stimulating, and maximizing sales opportunities to meet Belmond's global sales objectives while ensuring exceptional service delivery to clients.

Key Responsibilities

  • Formulate a comprehensive quarterly sales action plan and annual account management strategy aimed at surpassing revenue generation targets for each account, submitting for managerial approval.
  • Oversee the sales process, acting as the primary contact for LVMH VIC clients.
  • Engage and attract new guests by offering tailored advice and facilitating their introduction to the Belmond brand.
  • Build and nurture relationships with existing guests to enhance the client experience and drive cross-portfolio sales.
  • Contribute to the achievement of Belmond's key performance indicators and adhere to all sales-related protocols and guidelines.
  • Conduct personalized consumer engagement activities.
  • Manage all after-sales services and other relevant ad-hoc responsibilities.
  • Develop a thorough quarterly sales action plan and annual consumer management strategy focused on achieving and exceeding revenue goals.
  • Maintain regular personal contact with property-based sales teams to ensure up-to-date product knowledge and alignment of sales strategies.
  • Collaborate closely with property sales, revenue management, and reservations teams to lead closing efforts for generated transient/direct leads.
  • Qualify all transient sales leads and follow through to secure new bookings that align with desirable business parameters.
  • Analyze and assess direct client productivity to ensure individual customer targets are met.
  • Establish and maintain partnerships with key contacts, Directors of Clienteling, decision-makers, and influencers within all LVMH maisons in North America.
  • Conduct regular product training for LVMH maisons to keep Belmond top-of-mind.
  • Communicate seasonal promotions for the global Belmond portfolio to support properties in achieving their revenue targets, particularly during shoulder seasons.
  • Utilize all selling, negotiating, and closing tools to enhance B2C conversion rates from the assigned territory.
  • Assist the Divisional Director of Sales in organizing trade shows and commercial events targeting the luxury B2C market.
  • Plan and escort LVMH educational trips to key Belmond destinations as outlined in the quarterly/annual sales action plan.
  • Provide insights and updates on market conditions and emerging trends to the direct manager.
  • Implement an ongoing prospecting strategy to expand the portfolio of active end consumers.
  • Master the use of available business intelligence tools, such as Tableau, and conduct regular strategic analyses of markets, properties, and account performance.
  • Gain a comprehensive understanding of Belmond's distribution channels and B2B strategies, collaborating with BCOs and PSTs when third parties are involved in B2C bookings.
  • Maintain an organized database of all contacts, ensuring all sales activities are promptly recorded.
Requirements
Qualifications:
  • Bachelor's Degree preferred.
  • Strong knowledge of the luxury sector.
  • Proven selling skills with a results-oriented mindset.
  • Resourceful and customer-focused conversationalist.
  • Familiarity with Belmond's properties and experiences.
  • Ability to understand and implement hotel procedures and processes.
  • Knowledge of B2B distribution and standard commercial strategies.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Word and Excel.
Benefits
At Belmond USA, we cultivate a culture rooted in kindness, active listening, and authentic connections with our colleagues and guests. We offer a comprehensive range of compensation, perks, and benefits, including medical, dental, vision, disability, and life insurance. Employees are eligible for most of these plans after 60 days of full-time employment. The company also provides a 401(k) retirement savings plan, paid vacation, holidays, and complimentary experiences at our iconic destinations.

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