Client Experience Associate

Cookson Adventures; Greater London; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Performance-linked bonus structure

Travel opportunities

Company benefit scheme worth £1,250

Profit share bonus scheme

Job summary

Cookson Adventures is looking for a Client Experience Associate to enhance client engagement and retention through effective CRM management. This position requires a minimum of 2 years of hands-on experience with CRMs, ideally Salesforce, and involves designing frameworks for deeper client relationships.

The role is central to optimizing client lifecycle strategies and making recommendations for improved outcomes in luxury travel experiences. Office-based in Central London, this position offers unique travel opportunities and is part of a dynamic business development team.

Qualifications

• At least 2 years of experience in CRM management.
• Strong analytical skills with the ability to present data clearly.
• A genuine passion for travel and an appreciation for luxury experiences.

Responsibilities

• Drive CRM and client data strategy for retention and engagement.
• Maintain CRM data hygiene and structure.
• Produce reports on CRM activity and campaign performance.

Skills

CRM experience (Salesforce)

Analytical skills

Communication skills

Problem-solving

Passion for travel

Job description

About us

Cookson Adventures specialise in crafting the most creative and premium travel experiences on the planet. We like to consider that we lead the sector in terms of unrivalled creativity, the complexity of logistics and delivering unforgettable experiences for our clients. We count amongst our clients some of the world’s most successful individuals, so we aim for exemplary levels of service and professionalism.

As a team, we share a passion for exploration and discovery with a focus on meaningful travel and providing next level access through conservation and environmental sustainability. As we continue to grow, we are investing in curated brand experiences and strategic luxury partnerships that reflect the calibre of our clients and reinforce our position at the forefront of the ultra-luxury travel space.

The Role

The Client Experience Associate sits at the heart of how Cookson Adventures understands, segments, and engages its clients across the full client lifecycle. Based within the Business Development team and reporting to the Head of Business Development, this role will drive our CRM and client data strategy, turning it into a genuine engine for retention, re‑engagement, and consistently exceptional client experience.

This is fundamentally a CRM and client lifecycle role. You will bring structure to how we manage client relationships, build segmentation that allows the wider team to understand who our clients are and what they care about, and design the frameworks that enable more thoughtful, consistent engagement at every stage of the client journey.

We are looking for someone analytically confident with hands‑on CRM experience, ideally Salesforce, who is curious enough about people to translate data into engagement that feels genuinely personal. You will operate with real autonomy, identifying what needs improving and acting on it. If you thrive on building structure, spotting patterns, and designing systems that make a team more effective, we would love to hear from you. A genuine interest in client relationships and luxury travel is a strong advantage.

CRM Governance & Client Lifecycle Intelligence

You will maintain the CRM as the strategic foundation of all client engagement, ensuring it is accurate, structured, and actively used to drive retention and relationship‑building.

• Maintain data hygiene across the full contact base, establishing and maintaining clear standards for how client records are structured, updated, and used
• Ensure the CRM reflects a complete and current picture of every contact
• Develop and maintain a segmentation framework that goes beyond basic categories
• Profile and segment contacts across distinct audience types: active clients, dormant clients, priority prospects, and a broader tier of high‑potential targets not yet in Cookson’s ecosystem
• Identify patterns in booking behaviour, campaign response, and engagement activity to surface opportunities for re‑engagement, reactivation, and deeper relationship‑building
• Build clear client personas that give the wider team the confidence to communicate with different audience types appropriately and consistently
• Map and maintain client lifecycle stages, from prospect through to active, repeat, and dormant, ensuring the CRM reflects where each client sits and what that means for how we engage with them
• Champion CRM discipline across the team, making it easy and intuitive for colleagues to log activity consistently

Engagement Infrastructure & Retention Campaigns

You will design the systems, frameworks, and tools that enable the Head of BD, the Private Clients team, and Project Managers to engage with clients effectively across the lifecycle.

• Build and maintain engagement cadence frameworks for each audience segment
• Develop the targeting logic and list‑building process behind all direct client campaigns, ensuring interest‑based outreach reaches only the contacts for whom it is genuinely relevant
• Identify opportunities to introduce automation and digital tools that reduce manual effort across recurring engagement processes
• Manage and evolve the broadcast channel infrastructure
• Develop sales tools
• Support the design of retention and re‑activation strategies

Insight, Reporting & Continuous Improvement

You will track what is working, identify what is not, and bring forward recommendations without waiting to be asked. You will also challenge existing processes and ways of working, bringing a modernising perspective to how Cookson engages with its clients digitally.

• Produce regular reports on CRM activity, campaign performance, engagement levels
• Analyse campaign and outreach results to identify what resonates with which segments, what drives response, and what falls flat, feeding those findings back into future strategy
• Proactively challenge existing processes and ways of working, identifying where digital solutions, or automation could replace manual effort and improve outcomes
• Present clear, well‑reasoned recommendations to the Head of BD
• Stay up to date with developments in CRM technology, client engagement tools, and data management practices relevant to the luxury sector

What we are looking for

Proven, hands‑on experience working with a CRM platform, ideally Salesforce, within an ultra‑luxury or premium brand environment.

• At least 2 years of experience in CRM management
• A track record of segmenting and profiling client data to support lifecycle marketing, retention
• Strong analytical skills with the ability to pull, interpret, and present data clearly and actionable
• A modernising mindset: someone who looks at manual processes and asks whether there is a smarter way to achieve the same outcome
• A genuine passion for travel and an appreciation for what makes the ultra‑luxury client experience distinctive
• A self‑directed working style, proactive
• Excellent written communication, with an instinct for tone and the ability to craft frameworks and templates that feel warm and considered
• Quick thinking with an excellent sense of initiative and problem‑solving skills as well as the ability to work calmly and efficiently under time pressure

Desirable skills (nice to have but not a necessity)

CRM or client engagement roles within ultra‑luxury brands, premium travel, or high‑end hospitality, particularly those with Salesforce experience. Membership and community management in private clubs or luxury hospitality. Client engagement roles in family office services.

Compensation Details

• Salary dependent on experience
• Performance‑linked bonus structure
• Unique travel opportunities
• Company benefit scheme worth £1,250
• Eligibility for company profit share bonus scheme

This job description is designed to outline the main duties and responsibilities associated with the role and this is not intended to be an exhaustive list of all duties performed.

This role is primarily office based (WC1 in Central London, UK) with at least 3 days in the office per week.