Adventures Overland
Website:
adventuresoverland.com
Job details:
Company Description
Adventures Overland, India’s leading and award-winning expedition company, specialises in life-transforming road trips and cross-border drives across six continents. Founded by record-setting adventurers, the company has achieved notable accolades, including India’s Leading Tour Operator at the World Travel Awards from 2020 to 2022 and Best Niche Tour Operator at the SATTE Awards 2020. With media recognition from outlets such as BBC News, CNN Travel, and National Geographic, Adventures Overland is celebrated as a global leader in self-drive road trip experiences. Known for crafting unique travel experiences, the company continues to set benchmarks for excellence in its field.
Job Summary
The Client Relationship Manager will be responsible for managing end-to-end client engagement and delivering an exceptional customer experience from initial enquiry through post-trip relationship management. This role focuses on client satisfaction, relationship nurturing, and community building — not direct sales ownership.
The ideal candidate will act as the brand custodian for client experience, ensuring high
engagement, retention, and long-term client loyalty. It is an individual contributor role.
CTC - upto 8 LPA
Exp - 4+ yrs
Key Responsibilities
Client Relationship & Engagement
• Act as the primary relationship owner for clients from the enquiry stage through trip completion and beyond
• Build strong, long-term relationships by understanding client preferences, travel history, and expectations
• Maintain continuous engagement with existing clients to strengthen brand loyalty and encourage repeat participation
• Manage personalised client touchpoints such as birthday and special occasion gifting, ensuring smooth coordination with gifting partners and timely delivery without client inconvenience
• Provide accurate and detailed information about expeditions, itineraries, inclusions, exclusions, and company policies
Customer Experience & Retention
• Ensure consistently high levels of client satisfaction through proactive communication and support
• Professionally manage client concerns, complaints, and escalations with strong ownership
• Collect, maintain, and analyse post-trip feedback to identify experience improvement opportunities
• Drive client retention initiatives and community engagement programs
• Act as the voice of the customer internally in the organisation.
Coordination & Experience Delivery
• Share client preferences, special requests, and feedback with relevant internal stakeholders
• Plan and coordinate client engagement events across cities, including invitations, confirmations, and on-ground experience management
Digital Query Management
• Monitor and respond to social media DM queries in a timely and brand-aligned manner
• Share trip information with prospective clients and route qualified enquiries to the sales team for further action
• Maintain response quality across digital channels
Reporting & Data Management
• Maintain accurate and updated client records in CRM systems
• Track client interactions, engagement history, and feedback
• Prepare periodic reports on client satisfaction, engagement trends, and retention indicators
• Ensure adherence to company processes and service standards
Required Skills & Competencies
• Excellent verbal and written communication skills
• Strong relationship management and client engagement abilities
• Customer-obsessed and solution-oriented mindset
• High ownership and attention to detail
• Strong coordination and stakeholder management skills
• Ability to multitask in a fast-paced environment
• Working knowledge of CRM tools and client lifecycle management
• Passion for travel and experiential brands
Qualifications & Experience
• Graduate in any discipline (MBA/PG in Marketing or Hospitality preferred)
• 2–5 years of experience in client servicing, relationship management, sales, or travel industry
• Experience in experiential travel or hospitality will be an added advantage
Why Join Adventures Overland?
• Work with one of India’s most exciting adventure travel brands
• Opportunity to engage with travel enthusiasts from across the globe
• Dynamic work environment with learning and growth opportunities
• Be part of journeys that create stories, not just trips
Click on Apply to know more.