Client success Executive


Role Description

Client Success
Journey HQ, Cheltenham
Flexi Time - 37.5hrs PW
Reports To
Senior Client Success Manager

About us

We drive direct business for hoteliers through end-to-end guest acquisition and online conversion. We partner with luxury hotels and resorts to increase their online revenue and maximise profits through a unique blend of digital expertise, industry insight and custom-built technology.

What You'll Do

  • Work alongside Client Success Manager(s) to help manage client happiness and ongoing relationship success 
  • Support CSM by inputting all tasks and briefs into scheduling system and ensuring these are delivered to the CSM and clients on time and to brief
  • To create comprehensive briefs for each task added to scheduling system
  • To ensure all work scheduled in is within the allocated resource allowed and managing this on a day-to-day basis with the Project Managers
  • Creation of weekly status reports for all key client accounts
  • Assisting CSM to take notes in both client and internal meetings
  • Helping the CSM to keep client account data up to date across relevant Journey systems
  • Joining monthly/quarterly client calls and face to face meetings 
  • Assisting the team with minor website content management amends e.g. changing images
  • Planning of client promotional activity; working with the team and CSM to deliver these
  • Developing knowledge of digital marketing and the hospitality industry 
  • Supporting CSM with the management of shared inboxes

What You'll Bring

We’re a collective of disruptive thinkers, digital specialists and tech pioneers. But above all, we’re a family. We win together, and lose together. And we pride ourselves on our ethos of culture first, capability second. 

  • Strong people and communication skills. Commercially minded.
  • Fast learner, accountable and ambitious. 
  • Passionate about detail, data and order. Bent on improving processes and systems.
  • Ability to work under your own initiative in a highly pressured environment.
  • Driven to be an expert in our industry and be ahead of our competitors.


  • 1 yr+ Client or customer-facing experience and account management
  • Digital marketing foundation knowledge & hospitality experience and advantage (Google Analytics for Beginners course)
  • IT savvy (ideally Mac) 

What You'll Get

Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more…

Does this sound like somewhere you will thrive?

We look forward to hearing from you soon.