About the Job
The Client Engagement Director plays a pivotal role in delivering exceptional travel experiences for our clients. Acting as the primary client lead, this role focuses on building and nurturing relationships, overseeing the development and execution of tailored trips, and ensuring projects are delivered on time and within budget. Leveraging internal resources and cross-functional collaboration, the Client Engagement Director ensures high-quality outcomes that align with Iconic's standards and brand vision.
This role involves managing itinerary development for a portfolio of trips, overseeing financial management, coordinating across teams, and utilizing technology to enhance efficiency. As an external-facing position, it requires strategic alignment with Iconic's vision of creating unparalleled guest experiences and operational excellence.
This position demands a blend of strategic thinking, client-centric service, and meticulous project management to uphold Iconic's reputation for excellence and innovation in the travel industry.
KEY RESPONSIBILITIES
Client Management
- Build consultative, long-term relationships with clients, serving as a trusted advisor and treating them as valued partners.
- Professionally present to clients, addressing difficult topics or situations with tact and clarity.
- Demonstrate emotional intelligence by understanding and adapting to client expectations, emotions, and preferences.
- Act as a liaison between organizational stakeholders, suggesting solutions and identifying decision-makers within client organizations.
- Uphold discretion and confidentiality, maintaining professionalism and safeguarding client privacy.
- Deliver concierge-level service, ensuring a seamless and enjoyable experience from start to finish.
- Travel to meet clients as needed.
Travel Management
- Design highly customized travel experiences that reflect the clients unique interests and preferences.
- Navigate and align trip planning with the clients mission, values, and internal structures while managing formalities and approvals.
- Develop and manage complex budgets, ensuring financial efficiency and accountability.
Project Management
- Oversee projects with multiple stakeholders, managing approval processes and aligning with organizational goals, including donor objectives and local partner involvement.
- Control scope creep, clearly communicating the implications of timeline or project changes to clients.
- Anticipate and address client needs proactively and strategically.
- Manage sensitive situations diplomatically, demonstrating strong problem-solving and conflict-resolution skills.
- Communicate clearly and concisely with clients, participants, and internal teams to align expectations and logistics.
Strategic Partnerships
- Maintain a big-picture perspective, understanding the strategic value of each client and identifying growth opportunities for Iconic.
- Develop a deep understanding of client needs and preferences to customize processes for trip development, registration, marketing, and more.
- Identify and confidently pitch new business opportunities to expand travel programs and offerings with existing and prospective clients.
What you will bring to the table:
- Bachelor's Degree
- 5+ years of progressive experience within the Travel/Adventure Industry, or a combination of Travel and Hospitality, Travel and CSR, or Travel and Philanthropy.
- Intermediate to fluent Spanish language proficiency is preferred, other languages a plus.
- Personal expertise with global experiential and/or affinity travel, including donor, incentive, and luxury modes.
- A strong knowledge of program/event management and full-budget lifecycles.
- Management experience.
- Self-motivated, results-oriented, high-energy personality.
- Ability to communicate and foster relationships with all levels of business partners.
- Excellent communication and highly developed negotiation skills.
- Able to work well with cross-functional team members.
- Ability to establish trust and inspire others.
- Ability to interact effectively with clients, operators, guides, and co-workers.
- Ability to work effectively in both an office environment as well as remotely, and to work flexible hours including evenings or weekends when requested.
- A relentlessness in producing quality results.
- Exceptional leadership of people and projects.
What we will bring to the table:
- A dynamic, fast-paced learning environment.
- A chance to be a part of a growing company building a niche for itself within luxury.
- A competitive package.
- The opportunity to travel - on us.
- A flexible work environment based on tasks and not time in the office.
- A path to growing your career in the travel industry.
- Excellent benefits to all full-time employees including: Competitive health, short-term disability insurance, 401(k) plan, unlimited PTO, paid holidays and remote work flexibility.
COMPENSATION
Compensation commensurate with experience. 2025 starting salary range: $85,000-$105,000.
How to Apply:
If interested, please send a cover letter, resume, and two references (including contact information) to ...@iconicadventures.com with the subject line: Client Engagement Director.
Due to the holiday, Iconic will notify candidates for initial phone screens the week of January 6th.