Travel Edge is the largest luxury-focused travel agency in North America with over 750 advisors, planners and travel experts specializing in Leisure, Corporate & Events travel. At Travel Edge we believe in the power of travel, our people, the technology they use, and giving back to the communities in which we operate. Our luxury advisors are at the core of everything we do and specialize in air, hotel, cruise, tours, and VIP travel, where our Corporate Travel Consultants are the experts in providing tailored, full-service travel management solutions to our business clients.
Travel Edge Network (TEN) is North America’s Premier Luxury Host Agency, with more than half a billion dollars in annual sales across luxury cruise, air, hotel, and tours. Our broad network of over 450 top luxury advisors, with 85 affiliated agencies representing an additional 425 advisors, serves an affluent and engaged client base that spans the U.S., Canada, and Bermuda. Travel Edge provides travel expertise by combining a luxury sensibility with technological innovation to raise the bar on what travel can deliver for travelers, advisors, and partners.
With a focus on customer satisfaction, innovation, and sustainable travel practices, we aim to redefine the way people explore the world.
Position Overview:
Based in North America (ideally Toronto), we are looking for an accomplished sales management and client relations executive with proven experience in strategic planning, management, leadership, and development. The VP, Advisor Services will report to the SVP, Travel Edge Network and will play a crucial role in building and maintaining strong relationships with our travel agency members. Working with peers overseeing agent engagement and operations, this role is responsible for supporting and deepening the Travel Edge relationship with their portfolio of advisors across North America and Bermuda.
The goal for this role is to work with our members to leverage Travel Edge’s tools, programs, and partners to grow their margin and profitability. We will empower you with the tools, support teams, access to the best contracts, industry relationships and resources to enable you to maximize our advisor’s potential.
Responsibilities:
- Design and execute strategies to foster strong relationships with members to enhance member satisfaction, retention, and engagement. Identify opportunities to enhance member satisfaction and loyalty.
- Act as the main point of contact for ICs and affiliates, addressing their inquiries, concerns, and feedback in a timely and professional manner.
- Track key performance metrics and trends among affiliates and ICs. Identify areas for improvement and implement strategies to address challenges and maximize member success.
- Solicit feedback from members through surveys, focus groups, and other channels. Use insights to inform decision-making and improve the overall member experience.
- Develop strong member relationships to increase sales and engagement with Travel Edge products and services.
- Cultivate strong member relationships with affiliates and ICs in all regions to maximize the reputation and growth of the Travel Edge Network business.
- Educate, advocate for, and train member agency owners and advisors on relevant TEN products and services to increase engagement.
- Maintain and monitor the health of the existing membership base and assist with the growth of the membership.
- In conjunction with the Advisor Services team, analyze member needs in terms of current business obstacles; identifying opportunities and scoping potential solution.
- Collaborate with TEN colleagues by sharing advisors’ feedback and industry intelligence to improve current programs and strengthen member relevancy; acting as the “voice of the member” in internal discussions
- Ensure members are fully participating in TEN marketing initiatives.
- Keep abreast of industry trends, best practices, and competitive landscape. Leverage insights to develop innovative member relations initiatives and ensure the travel agency remains at the forefront of the industry.
- Increase travel advisors preferred supplier sales and engagement.
- Support delivery of sales plans; provide documented reviews of business plans with advisors through utilization of our CRM.
Qualifications:
- Bachelor's degree in Business Administration, Hospitality Management, Marketing, or related field.
- 7+ years of experience in member relations, account management, or customer service, preferably in the travel industry.
- Strong written and verbal communication skills, including presentation skills and an ability to communicate effectively with executives.
- Experienced leader with superior interpersonal skills and demonstrated, repeat success in developing successful teams with extensive experience implementing growth strategies; preferably with a track record in sales, field management or similar
- Able to build and maintain lasting relationships with employees, independent contractors, key business partners, and customers.
- Entrepreneurial attitude and ownership mentality (no task is too small) with strong judgment, attention to detail and an analytical mind.
- Ability to work effectively in a fast-paced environment, to meet tight deadlines, and to adapt quickly to shifting priorities.
- Naturally curious with a strong determination to work around obstacles.
- Collaborative and confident with sound judgment.
- Strong analytical skills with good financial and business acumen.
- Proficient with use of CRM software.
- Competent with Microsoft Office Suite - Outlook, OneDrive, Word, Excel, PowerPoint, OneNote, SharePoint and Teams.
- Thrives working in a technology and KPI driven entrepreneurial organization.
- Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working.
- Willingness to travel as needed.
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.
We thank all candidates for their interest however only those selected for an interview will be contacted.
