Client Experience Executive

Audley; Boston (MA); Hybrid; USD 53,000 - 56,000; Full time

Benefits offered by this job

Insurance premium coverage

Birthday holiday

Volunteer day

20 days PTO

Hybrid work option

Travel opportunities

Friends & Family discounts

Job summary

Audley Travel in the United States is seeking a Client Experience Executive to support managing client experience and service scores, addressing complaints, and ensuring compensation aligns with policy. You’ll collaborate with Product, Finance, and Sales to protect our Repeat & Recommend model.

The role requires exceptional customer focus, strong communication, discretion, and the ability to train sales teams while maintaining best-practice references. Hybrid working is available.

Qualifications

• Strong customer focus with ability to handle challenging conversations.
• Excellent written and verbal communication skills are essential.
• Reliable and discreet when dealing with confidential information.
• Remains calm and level headed in pressurized situations.
• A conscientious, tenacious and self-reliant individual who is results oriented.
• Numerical and comfortable interpreting statistics.
• Strong organisation, time management and planning skills.
• Strong analytical & problem-solving skills.
• Able to work under tight deadlines.
• Attention to detail and administration skills.
• IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint.

Responsibilities

• Managing escalated complaints and customer service questionnaire feedback.
• Being a point of contact and source of knowledge for the sales teams to help them address complaints at a team level & interacting with clients to resolve issues.
• Having an understanding of any Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this field.
• Managing tools that enable Audley to monitor complaint volumes, response times & resolutions.
• Manage all compensation reports to ensure that it is being offered consistently and in line with company policy.
• Delivering service training to sales teams and sales managers.
• Maintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposes.

Skills

Customer focus

Communication skills

Discretion

Calm under pressure

Time management

Analytical thinking

Problem solving

Attention to detail

Organization

IT literacy

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Job Details: Client Experience Executive

Full details of the job.

Vacancy

Vacancy Client Experience Executive

Vacancy No

Vacancy No VN1211

Advert

Your Journey Starts with Us

For over 30 years,we’vebeen crafting tailor‑made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip isa team of passionate experts,andthis is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative communitythat’sinvested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. See more about life at Audley Travel!

TheOpportunity

As a Client Experience Executive, you will support the Client Experience Manager in managing client experience and service scores via successful complaint management and effective compensation control to protect Audley’s Repeat & Recommend (R&R) business model. This includes working closely with internal departments including Product, Finance & Sales.

• Managing escalated complaints and customer service questionnaire feedback
• Being a point of contact and source of knowledge for the sales teams to help them address complaints at a team level & interacting with clients to resolve issues
• Having an understanding of any Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this field
• Managing tools that enable Audley to monitor complaint volumes, response times & resolutions
• Manage all compensation reports to ensure that it is being offered consistently and in line with company policy
• Delivering service training to sales teams and sales managers
• Maintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposes

This position will be considered a non‑exempt salary position, which means that you will be eligible for overtime pay for hours worked in excess of 40 in a given workweek.

WhatYou’llBring to the Team

You will have a strong customer focus and be comfortable in having challenging conversations, relishing the opportunity to reach a positive outcome in any service related issue. You will be confident communicating with a wide cross‑section of people both within the business and within the client base.

• Strong customer focus with a solid understanding of the value of Audley’s Repeat and Recommend model
• Excellent written and verbal communication skills are essential
• Reliable and discreet when dealing with confidential information
• Remains calm and level headed in pressurized situations
• A conscientious, tenacious and self‑reliant individual who is results oriented and enjoys seeing tasks through to completion
• Numerical and comfortable interpreting statistics
• Strong organisation, time management and planning skills
• Strong analytical & problem‑solving skills
• Able to work under tight deadlines
• Attention to detail and administration skills
• IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint
• Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel

Why AudleyTravel

Alongside competitive salaries and benefits that support your well‑being,you’llfind a role that inspires you, challenges you, and connects you to something bigger. Ifyou’repassionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.

• Salary range of $53,000-56,000 (dependent on experience). Please note that this position is non‑exempt and eligible for overtime, the weekly salary is between $1,019.23 ($25.48 per hour) - $1,076.92 ($26.92 per hour)
• 90-100% coverage of insurance premiums
• 10 paid holidays including your birthday off!
• 1 day off for volunteering to support a charity, local support group or community work of your choice
• Generous PTO policy (20 days to start, with anniversary‑tied increases)
• Flexible hybrid working options
• Opportunities for additional travel
• Friends & Family discounts on our luxury travel services!
• Working with a fun‑loving, high‑performing, and spirited team

Country

Country United States

Location

Salary $53,000 - $56,000 (dependent on experience)