Cookson Adventures specialize 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 Client Experience Associate plays a central role in how Cookson Adventures understands, segments, and engages its clients across the full client lifecycle. Sitting within the Business Development team, this role will strongly drive our CRM and client data, turning it into a genuine engine for retention, re-engagement, and consistent, high-quality client experience.

This is fundamentally a CRM and client lifecycle role. You will bring structure to how we manage client relationships, build the segmentation that allows us to understand who our clients are and what they care about, and design the systems and frameworks that allow the wider team to engage with clients more thoughtfully and consistently throughout their lifecycle with us. This includes gathering client insight for deeper personalisation, coordinating event invitations and in-person meetings, and leading post-trip outreach to capture feedback and build our understanding of preferences. 

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 personal. 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.

 

 

1. CRM Governance & Client Lifecycle Intelligence

You will maintain the CRM as the strategic foundation of all client lifecycle, ensuring it is accurate, structured, and actively used to drive retention. You will also build a deep understanding of who Cookson’s clients are using that understanding to shape how the team engages with each of them at every stage of their journey.

•         Maintain data hygiene across the full contact base, establishing and maintaining clear standards for how client records are structured, updated, and used

•         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

 

2. 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, ensuring the right message reaches the right person at the right moment to support retention and repeat engagement.

•         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, from campaign delivery to follow-up cadences

•         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

 
3. 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, to support BD touchpoints across the client journey 

•         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, automation, or smarter infrastructure could replace manual effort and improve outcomes

•         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

 

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 personalised engagement

•         Strong analytical skills with the ability to pull, interpret, and present data clearly and actionable

•         A modernising 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.

 

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.

 

 

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.