Customer Success Executive

The Role & Person Summary: 

The Customer Success Executive needs to be a highly personable, enthusiastic and proactive Executive to bring our offline sales and pre-booking customer success division to the next level. This person must have a passion for cultivating existing relationships and building new connections. The individual will be an organised self-starter who can manage their own workload and targets week in, and week out.

The person will need a strong ability to bring in incremental business whilst maximising profit on existing bookings. Building communities is extremely important for the future of our brands and this role is pivotal to building these. You’ll be just as skilled at moving customers through a funnel as you will be filling it.

The role is one that focuses on The Yacht Week Original Floating Festival. Outlined below are the key elements that you will be required to do to fulfil the position:

The Person

• A customer-focused individual with a cool calm manner 
• A good project manager with a focus on delivering accurately and on time
• A proactive networker and salesperson
• Ability to negotiate across a wide variety of situations
• Interpersonal with adaptive influencing skills (thinking on your feet!) 
• Self-starter with good management skills 
• Ability to multitask, well organised and a strong communicator 
• Resilient with confidence on the phone
• An all-rounder that can seamlessly transfer from handing a major B2C group to cold calling smaller, individual customers
• Have a solid understanding of the premium sector and have worked with premium brands or businesses. 

The Role 

• Management of offline lead conversion - turn quotes and leads in the B2C market into happy, paying customers via phone and email. Have the ability to spend effective time on the phone generating new business opportunities by cold calling as well as developing existing relationships 
• Existing customer engagement - cultivate existing relationships with loyal guests and group booking leaders
• Actively seek new opportunities to capture leads - both through online research and in-person through offline marketing activations, build a network of group bookings of the applicable customer demographic
• High-quality customer service levels - ensure all customer communication accurately represents the brands and is delivered to the highest standard
• Post-event feedback for leads - follow up with existing leads post-event to gather feedback in order to refine conversion techniques
• Customer feedback - analyse post-event survey feedback to identify those customers that would be classed as “NPS promoters”, persuading them to return to our events by offering a concierge-style booking process to these key customers
• Commercial service levels - ensure that all commercial processes and procedures are followed in order to protect the business whilst developing relationships for the future. Have the ability to fully understand and absorb the features and benefits of all of the company’s products and services, and be able to represent them effectively
• Targets - achieve (and where possible exceed) both the team and your personal revenue and margin targets
• Data - Maintain existing customer success metrics and data as directed

This is an excellent opportunity for an ambitious and eager salesperson. In return for your hard work and success, you will join a growing icon in the premium experience travel sector. 

Responsibilities:

• Deliver the yearly offline sales budget via new bookings, upgrades and ancillary product sales
• Produce weekly sales KPIs and reports in order to report back to management regularly
• Keep accurate records of discussions or correspondence with customers
• Use the Salesforce platform to manage, qualify, route and track sales leads from various sources
• Manage a high-quality database of leads, ensuring this is kept up-to-date on a daily basis following conversations with each lead so this can be reported back to management on a weekly basis
• Guide guests through the decision making and the booking to the payment process
• Manage the following stakeholders:
• Commercial – To work with the commercial team to ensure that all proposals and agreements are profitable and are legally and commercially sound. Working closely with the team to maximise profit through an effective upgrade programme, and minimise risk by filling guaranteed yachts
• Operations - arrange all operational elements required as part of the group booking process. Understand operational budgets to pull together
• Customer Service - manage good NPS scores for your leads and develop the product for the future. 

Skills and background: 

Essential Skills

• Educated to A-Level standard with high-level qualifications in English and Mathematics
• Computer literate and good knowledge of Microsoft or Google software – specifically a basic understanding of Excel/Google Sheets
• Minimum 1-year previous experience in converting outbound sales calls ideally within the travel industry
• Experience in selling a premium product 
• Confident working within a customer service team environment 
• A native English Speaker or high-level English qualification

Desirable Skills

• Maritime industry experience 
• Experience with a CRM platform (Salesforce preferred but not essential)
• Experience in negotiation, account management 

Salary & Benefits: 

• 23 days holiday
• 26k-28k base salary + 6K commission
• Paid travel to incredible locations with The Yacht Week
• BUPA Healthcare 
• Flexible working with the ability to work from home on occasion 
• Fun team environment 
• Training on sales and negotiation skills