The Travel Corporation

Customer Success Manager

• Lead and support Customer Success Specialists and BPO partners across phone, chat, email, and task-based interactions
• Act as the senior escalation point for complex, high-risk, or high-impact concerns
• Provide guidance on TTC products, policies, systems, procedures, and customer recovery strategies
• Support booking retention, customer loyalty, and future sales opportunities
• Maintain operational accuracy, quality standards, brand integrity, and customer experience
• Manage complex escalations and sensitive stakeholder matters through resolution
• Assess customer, commercial, financial, operational, and reputational impacts
• Build relationships with internal departments and external stakeholders to facilitate issue resolution
• Identify root causes, emerging risks, and trends to improve processes and reduce repeat escalations
• Document, manage, and report escalations through appropriate systems and processes
• Review performance metrics, service trends, escalation volumes, customer insights, and operational data
• Develop and maintain actionable reporting on customer experience, operational effectiveness, service quality, and workload distribution
• Lead continuous improvement initiatives involving service excellence, process optimisation, knowledge management, and operational efficiency
• Participate in calibration sessions, quality reviews, and feedback forums
• Support process, system, and workflow enhancements
• Provide day-to-day guidance, coaching, mentoring, and feedback to team members and BPO partners
• Monitor workload allocation and resource management
• Lead onboarding and support development plans
• Maintain documentation, knowledge resources, standard operating procedures, and process guidelines
• Represent Customer Success in cross-functional meetings
• Foster a positive, collaborative, customer-focused team culture
• Undertake additional responsibilities as required

Customer Success Supervisor

Sales

• Provide information to travel partners to promote products and secure reservations
• Match the right Uniworld River Cruise product to the right customer
• Ensure accuracy in every sales transaction
• Identify, research, and resolve customer satisfaction issues
• Maximize sales opportunities during travel agent and customer contacts
• Learn and use software applications to process sales transactions
• Maintain KPIs in a high-volume inbound call center
• Manage incoming calls about routine client pre-departure inquiries on existing reservations
• Troubleshoot, research, and respond to pre-departure inquiries from travel partners and guests
• Return calls, answer emails, and follow through on pending booking-related issues
• Develop, cultivate, and maintain positive relationships with travel partners
• Maintain high conversion rates and increase team and company revenue

Luxury Sales Specialist

Business Development Rep

• Deliver passenger and revenue growth across Trafalgar River and Trafalgar Tours in the USA, with an emphasis on river charter opportunities
• Develop and expand group business across direct, travel trade, affinity, MICE and emerging channels
• Identify and convert full-ship charter opportunities for Trafalgar River and applicable TTC products
• Lead charter and group opportunities through qualification, commercial proposal development, negotiation, contracting and conversion
• Generate new-to-brand revenue through strategic partnerships, proactive prospecting and market expansion
• Build and grow relationships with national partners, including host agencies and affinity organizations
• Identify whitespace opportunities across customer segments, destinations and product offerings
• Maintain a strong, visible sales pipeline and use Salesforce and reporting tools to monitor activity, conversion and performance
• Partner cross-functionally to align opportunities with product availability, commercial priorities and operational capabilities
• Provide senior leaders with clear insights into group performance, market trends and emerging growth opportunities

Customer Success Supervisor

Luxury Sales Specialist

Business Development Director