Travel & Hospitality - Client Relationship Manager

About the role

This hybrid day-shift Client Relationship Manager role focuses on building enduring client partnerships while ensuring the flawless delivery of complex project management initiatives. The role oversees client portfolios in cruise crew management contexts, translating business needs into structured projects that drive operational efficiency, reliability, and long-term value for both the organization and the broader travel and hospitality ecosystem.

Responsibilities

• Drive strategic client engagement by planning and executing regular touchpoints that translate client objectives into clearly structured project management plans, enhancing long-term satisfaction and retention.
• Coordinate cross-functional project teams by setting clear milestones, allocating resources, and aligning workstreams to deliver reliable solutions that meet client commitments.
• Manage end-to-end project lifecycles by defining scope, creating schedules, tracking progress, and adjusting delivery plans to ensure client expectations are met with high consistency in a hybrid work model.
• Oversee issue resolution by monitoring client escalations, analyzing root causes, and orchestrating corrective actions to minimize project risks and maintain service continuity.
• Guide requirements identification by facilitating workshops, documenting business needs, and validating acceptance criteria to ensure project outputs precisely match operational demands, including crew management processes.
• Collaborate with internal stakeholders by sharing client insights, influencing prioritization, and integrating feedback to keep project roadmaps aligned with company strategy and industry trends.
• Optimize client reporting by preparing structured status updates detailing progress, dependencies, and outcomes to provide transparent visibility into project health and measurable business impact.
• Enhance operational efficiency by reviewing workflows, recommending improvements, and driving process changes to help clients manage crew assignments, scheduling, and compliance within cruise operations.
• Monitor service performance indicators by reviewing metrics, synthesizing trends, and proposing action plans to steadily improve client engagements and contribute to reliable cruise crew operations.
• Support hybrid work coordination by organizing onsite and remote interactions, defining communication norms, and ensuring collaboration tools are effectively used to keep project teams aligned.
• Promote knowledge sharing by documenting lessons learned, creating reference materials, and encouraging practice adoption to benefit future projects.
• Advance client-centric outcomes by translating feedback into prioritized enhancements and coordinating implementation to better support safe, efficient, and comfortable travel experiences.
• Contribute to organizational purpose by ensuring project delivery and client relationships strengthen the company’s reputation as a trusted partner in technology-enabled cruise crew management and broader maritime services.

Requirements

• Demonstrate extensive experience of fifteen to eighteen years in client relationship management and complex project management, with a strong record of delivering structured initiatives for enterprise clients.
• Show deep proficiency in project management methodologies, including planning, risk control, and stakeholder communication, to drive predictable outcomes in hybrid environments.
• Apply practical knowledge of crew management systems for cruise operations, including scheduling, compliance, and resource allocation, to support clients in optimizing onboard staffing.
• Utilize excellent communication and negotiation abilities to clarify expectations, manage conflicts, and build trust across diverse client and internal stakeholder groups.
• Employ strong analytical and problem-solving skills to interpret client data, recognize operational patterns, and convert insights into actionable project improvements.
• Use collaborative working habits in hybrid models by engaging effectively both remotely and onsite while maintaining productive relationships with distributed project teams.

Qualifications

Preferred certifications include Project Management Professional (PMP) and/or PRINCE2 Practitioner, with any domain-specific maritime operations training considered an advantage.