Cookson Adventures
Client Experience Associate
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Company Description
Cookson Adventures specializes in crafting the most creative and premium travel experiences on the planet. We consider ourselves leaders in the sector in terms of unrivalled creativity, the complexity of logistics, and delivering unforgettable experiences for our clients. Our clientele includes 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 caliber of our clients and reinforce our position at the forefront of the ultra-luxury travel space.
Role Description
The Client Experience Associate is a full-time, hybrid role based in the London Area, United Kingdom. At its core, the role is responsible for building and maintaining our CRM infrastructure, client segmentation, and engagement frameworks, enabling us to understand our clients deeply and nurture those relationships consistently across the full client lifecycle, from acquisition through to long-term retention. We are looking for someone analytically confident and genuinely curious about people, with hands-on CRM experience (ideally Salesforce) and a background in ultra-luxury travel or high-end hospitality.
Reporting to the Head of Business Development, you will operate with real autonomy, identifying what needs improving and acting on it. If you thrive on building structure, spotting patterns in data, and designing systems that make a team more effective, we would like to hear from you. A genuine interest in client relationships and luxury travel is a strong advantage.
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Key Responsibilities
CRM Governance & Client Lifecycle Intelligence
- Maintain the CRM as the strategic foundation of all client lifecycle, ensuring it is accurate, structured, and actively used to drive retention.
- Maintain data hygiene across the full contact base.
- Develop and maintain a segmentation framework that goes beyond basic categories.
- Profile and segment contacts across distinct audience types.
- Identify patterns in booking behavior, campaign response, and engagement activity to surface opportunities for re-engagement and deeper relationship-building.
- 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.
Engagement Infrastructure & Retention Campaigns
- 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.
- Manage and evolve the broadcast channel infrastructure, including WhatsApp and email.
- Develop sales tools that make it straightforward for client-facing colleagues to communicate on brand and with confidence.
- Support the design of retention and reactivation strategies for dormant clients and post-event follow-up frameworks.
Insight, Reporting & Continuous Improvement
- Challenge existing processes and ways of working, bringing a modernizing perspective to how Cookson engages with its clients digitally.
- Produce regular reports on CRM activity, campaign performance, engagement levels, to support BD touch points across the client journey.
- Analyze campaign and outreach results to identify what resonates with which segments.
- Present clear, well-reasoned recommendations to the Head of BD, with the confidence to advocate for change where it is needed.
- Stay across developments in CRM technology, client engagement tools, and data management practices relevant to the luxury sector.
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Key Skills
- 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, and personalized engagement.
- Strong analytical skills with the ability to pull, interpret, and present data clearly and actionable.
- A modernizing mindset: someone who looks at manual or legacy processes and instinctively asks whether there is a smarter, more automated 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: someone who identifies problems, proposes solutions, and moves forward without needing to be managed.
- Excellent written communication, with an instinct for tone and the ability to craft frameworks and templates that feel warm and considered rather than generic.
- 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.
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