Hybrid Private Concierge Manager bei The Thinking Traveller

Our Vision and Our Company Etiquette

Our vision is to be the world’s most thoughtful villa company. To achieve our vision, we are thoughtful, we work with integrity, and we take a principled, considerate, proactive, and passionate approach to what we do.

Every day.

What we do

We manage an exclusive collection of luxury villas around the Mediterranean. Our knowledgeable sales team personally chats with our clients to matchmake them with the perfect villa. We then arrange everything that they need for their stay; including private chefs, experiences, boat trips, cooking courses, wine-tasting, and getting them into the places only locals know. The Engineering team build all the tools that we need to make this as seamless as possible. We're backed by Piper Private Equity (Monica Vinader, Bloom & Wild, Flat Iron, Neom) and have been awarded B Corp status.

Job Location:                                London, UK

Job Type:                                      Full-Time, Permanent

Job Purpose:                                 This is a dual focused role that combines hands on relationship management with strategic impact across the business. Working with the villa sales team, you will be pivotal in driving revenue growth and expanding our Elite and VIP client list by nurturing relationships, ensuring best in class customer experience and effectively promoting and selling our villas to existing and future VIP and Elite clients.

Working with the Director of Sales you’ll also play a leading role in driving forward a Repeat & Recommend strategy across the sales team.

Reports To:                             Sales Director          

Direct Reports:                       n/a

Working Partnerships:           Villa Specialists; Sales Operations Specialists; Local Concierges; Properties Team; Owners; Finance Team; Marketing; Travel Agents

What does the Private Concierge Manager do:

• Acts as a dedicated point of contact for our VIP clients and/or EAs of VIP clients (approx. 500) responsible for nurturing the relationship, retaining business and ensuring the needs and expectations of our VIPs are exceeded pre, during and post trip.
• Actively engages with our Elite and VIP clients with regular personalised contacts which inspire, inform and help ensure TTT is their villa operator of choice.
• Drives own book of business through repeat and recommend.
• Introduces the Private Concierge Manager concept to new clients/EAs.
• Working with the Director of Sales plays a leading role in driving forward a Repeat & Recommend strategy as well as playing a part in designing and managing a referral program.
• Is point person for managing events (quarterly client events, or events for EAs where we can introduce TTT to them(weddings, birthday celebrations, family/office retreats, corporate events).

JOB RESPONSIBILITIES

Client Relationship & Concierge

• Build deep, trusted relationships with key guests, anticipating their needs and driving repeat bookings through tailored recommendations.
• Ideally bring a personal book of clients or strong industry relationships.
• Grow your own portfolio of loyal clients by managing all aspects of the sales and booking process.
• Collaborate with villa specialists and local teams to capture local specialism.
• Oversee the full guest journey for top-tier clients — from initial booking through to post-stay follow-up.
• Create and manage a proactive contact strategy to deepen relationships and plan future travel.
• Ensure all VIP touchpoints are delivered to a consistently high standard (e.g. priority access, pre-departure calls, personalised gifts, key date recognition, post-trip follow-up).

Repeat & Recommend

• Identify and implement tools or automation to improve client retention.
• Collaborate with sales leadership to embed best practice across the team
• Track performance against repeat/recommend KPIs, providing regular insights and reporting.
• Plays a leading role in organising client events (dinners, talks, experiences etc.)

Cross Functional Influence

• Work closely with marketing, product and operations teams to align messaging, journeys and service design around guest loyalty.
• Champion a guest centric culture internally, sharing insights and learnings from Elite/VIP interactions.
• Feed guest feedback and loyalty insight into product development and villa curation decisions.

Product Knowledge

• Maintain a thorough understanding of our villa portfolio and destinations, including property details, availability, pricing and regional knowledge.
• Nurture and continuously enrich your knowledge of the services and experiences we can organise for our clients to enrich their stays.
• Stay informed about local attractions, events, and travel trends to provide clients with recommendations and personal insights for a memorable holiday

Sales Administration

• Ensure that all relevant information about each booking/particular group is accurately and completely recorded on our CRM to guarantee a smooth flow between teams.
• Ensure that all booking details for VIPs and Elites (including client contact details, background, group information, and special requests) are recorded on the notes to owners before passing the bookings to the Sales Operations Specialists and then the Local Teams.

PERSON SPECIFICATION

• You have extensive experience in the travel industry, working with VIP clients.
• Experience managing HNW, UHNW or VIP clientele
• Commercially savvy, with experience of driving client retention, loyalty and CRM strategies.
• Strong track record of influencing cross functional teams and delivering process improvement.
• Warm, emotionally intelligent and obsessively detail orientated.
• Positive, a natural problem solver who is always looking to improve.
• A passion for travel, culture and a natural curiosity for all things Mediterranean.
• Ability to speak a second European language would be a plus.

What we can offer you

• A modern, spacious and comfortable office environment in the heart of Shoreditch
• Social events organically organised by our Thinkers
• Health Shield cashplan with access to 24/7 Employee Assistance Program
• Life Assurance
• Season ticket loan scheme
• Staff Discount on our villas
• The Truman Brewery Black Card offering discount on local shops around the office
• Flexi-working options such as: hybrid working (3 days’ in the office / 2 days’ from home); Working From Abroad Allowance; Volunteering Day

Our Commitment to Equity, Diversity and Inclusion

At The Thinking Traveller, we value and prioritise diversity and inclusion within our workplace, recognising the importance of ongoing improvement in this area. Our goal is to cultivate a thoughtful culture where every individual feels genuinely appreciated, respected, and included.

We firmly believe that by attracting a diverse group of talented individuals, we can benefit from a wide range of perspectives, experiences, and ideas. This diverse tapestry of Thinkers enables us to deliver exceptional results to our esteemed clients. We welcome applicants from all backgrounds, irrespective of race, ethnicity, gender, sexual orientation, religion, age, or disability.

If you are considering joining our team, we encourage you to apply and inform us if any adjustments are required during our recruitment processes. Your unique perspective and potential contributions are valued, as we strive to create an environment that is inclusive and supportive to all.