About Scott Dunn Private
Our growing global team of expert Relationship Managers in London, New York, California, Dallas, Hong Kong and Singapore excel in managing the discerning needs of exceptional individuals. Recognising that our very high-net-worth and ultra-high-net-worth members have unique motivations and preferences for their travel needs, Scott Dunn Private (SDP) offers seamless execution of personalised travel mapping. We deliver a truly tailored and comprehensive travel experience at the highest level.
Scott Dunn Private is built on discretion, privacy, and unparalleled access. Members trust us for access, exclusivity and unwavering personal service delivered by professionals who understand the nuanced needs of UHNW members.
Role Purpose
The Relationship Manager will personally build, grow and manage a dedicated pool of Scott Dunn Private Members. This role focuses on prospecting for new members by nurturing relationships, introducing them to a lifetime of Scott Dunn Private to then build highly tailored and detailed travel profiles, highly qualified leads and overseeing that travel plans are delivered in line with the high expectations.
You will target and onboard new members through your own connections, business development and partnership opportunities with operational and marketing support of the Scott Dunn Private team.
You will inspire and guide members' travel mapping, ensuring exceptional service delivery. The ultimate goal is to be the members' trusted travel planner at Scott Dunn Private, increasing their loyalty/bookings, receiving referrals and growing the membership base.
This fast-paced and rewarding position requires expertise in working with V/UHNW clients, a global knowledge of luxury travel, capability to grow your own business and a proactive approach to relationship management.
Responsibilities
- Grow Membership: Identify and execute on opportunities for SDP prospects to be invited to SDP membership. This can be through your personal network, referrals from current members, PA/EA networks, luxury brand partnerships, wealth management companies and business development opportunities.
- Member Engagement: Proactively promote the exclusivity and benefits of Scott Dunn Private membership. Regularly meet with members in person, via video calls, or at hosted events to strengthen relationships.
- Personalised Contact Plans: Develop and implement personalised contact strategies for each member, ensuring all interactions are logged in Scott Dunn's CRM system. Use these strategies to generate enquiries, retain members, and grow bookings.
- Enquiry Generation: Inspire members' travel plans through travel mapping sessions, understanding their preferences and creating highly qualified travel enquiries.
- Collaborate with SDP Travel Managers and destination experts to execute bookings seamlessly on your behalf.
- Member Experience: Anticipate members' needs by maintaining detailed records of preferences, past trips, and feedback. Deliver personalised and hyper-bespoke itineraries to consistently exceed expectations.
- Upselling Opportunities: Recognise opportunities to enhance bookings through upgrades, private jet travel, and bespoke experiences from Scott Dunn's "Black Book."
- Problem Resolution: Handle member feedback or complaints swiftly, collaborating with the Guest Relations team to ensure satisfaction and maintain a Net Promoter Score (NPS) above 85.
- Product Development: Work with destination managers to address gaps in the product portfolio and identify opportunities for new, exciting offerings.
- Knowledge Sharing: Share expertise from familiarisation (FAM) trips and industry events with colleagues. Train and support team members to enhance service delivery.
- Collaboration: Work closely with international Scott Dunn Private Global team and offices to provide a seamless experience for globally traveling members.
- Event Hosting: Working with marketing to plan and host exclusive member events, hospitality initiatives, and marketing follow-ups to deepen engagement.
- Marketing Support: Input to marketing efforts, including newsletters, campaigns, PR activities, and website updates. Actively follow up on member engagement metrics like email click and open rates.
- Build Personal Brand: Expand your personal visibility within UHNW circles and key media across the UK by attending key events, maximising FAM opportunities, and staying updated and engaged with key luxury publications and journalists.
- Consistently post high-quality content on social media platforms.
- Performance Metrics: Achieve individual quarterly and annual targets, maintaining high service quality and productivity.
Skills & Experience
- Proven success in face-to-face relationship management with UHNW clients.
- A proven personal network of prospective UHNW clients that can be converted into SDP membership.
- Strong background in UHNW luxury guest profiles and contact strategy planning.
- Comprehensive knowledge of global luxury travel destinations and a commitment to continuous learning.
- Demonstrated ability to collaborate effectively and respectively
- Proven track record in meeting and exceeding performance targets.
- Expertise in CRM systems with exceptional accuracy and attention to detail.
- Exceptional communication, interpersonal, and stakeholder management skills.
- Experience in upselling premium services and generating innovative sales opportunities.
- Minimum of 5 years in the luxury travel sector.
- HNWI relationship management.
- Right to live and work in the UK.
- Willingness to work flexible hours as needed to meet member requirements.
- A proactive and meticulous approach to service delivery and commercial opportunities.
Values & Behaviours
All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.
- In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
- In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
- Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.
Location
We aim to find someone who would be office based in our London, Hammersmith office.
Why work for Scott Dunn
In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;
- We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group
- We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
- We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).
- We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
- We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!
Diversity, Equity, and Inclusion
At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.
Should you require any support or accommodations as it relates to our recruitment process, please contact [email protected] for further information or alternative application processes to support your requirement.
Apply
You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.
